District Service Manager

The District Service Manager will provide the proactive leadership, motivation and guidance to build, develop and expand the service network for Coats in their respective district. District Service Managers represent Coats in all activities associated with these duties. They implement the corporate service strategies with direct service technicians.

Essential Competencies- 

• Leadership
  • Thinks through and analyzes complex problems, challenges and drives to root cause. Uses sound and robust analyses when needed.  Review CSR metrics and update technicians on a weekly basis.
  • Moves strategy to action. Understands business issues, anticipates future trends and consequences and creates competitive strategies and plans.
  • Effectively communicates strategy and provides direction needed to operationalize and motivate team to action.
  • Positively copes with change: applies knowledge and skills effectively in new environments. Quickly prioritizes the critical few and assigns work appropriately.
  • Builds high performing organization by hiring and retaining strong people, and building bench with diverse talent.  Leads, energizes and engages individuals to achieve personal development and business goals.  Ensures technicians are fully trained and capable.
  • Models ethics and values, leading by example; words and actions are fully aligned; holds team accountable.

 

• Customer Advocate
  • Proactively develops, builds and sustains quality relationships with customers. Uses these relationships to understand current and future trends and needs.  Demonstrates composure in pressure situations.
  • Resolves customer issues at the store level at major accounts, and assists in determining warranty and goodwill decisions. Reads situations quickly, steps up to conflict, and finds commons ground to gain cooperation and resolution.
  • Proactively gathers different views on how to approach and solve a problem, approaching issues analytically.
  • Perform field service activities, inspections of service crews, and evaluate performance of the service technicians. Travels up to 80% of their time in assigned region.

 

• Business Acumen
  • Understands the complexity of external and internal customer relationships and actively identifies concerns and creates countermeasures.
  • Review district service metric results with the technicians to identify continuous improvement opportunities.  
  • Learn customer operations and use knowledge to create synergies and seamless collaboration

Qualifications

• Demonstrated knowledge of on-site equipment installation and service required; knowledge of automotive aftermarket a plus
  • Bachelor’s degree with 3 to 5 years’ experience managing people in a related field with a proven record of positive employee relations and staff development or equivalent combination of education and relevant experience.
  • 1 to 2 years’ experience managing in a shop or field environment, planning, scheduling, and coordinating activities to satisfy customer needs on a timely basis.
  • Must possess the ability to read, comprehend, and interpret oral and written technical instructions and other related publications.
  • Must possess strong organizational and communication skills
  • Strong computer skills and ability to effectively use company software required.
  • Requires strong analytical skills, ability to monitor parts and labor sales to assure that goals are achieved in your district.
  • Excellent driving record and ability to travel within assigned territory as needed

 

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.