GENERAL JOB DESCRIPTIONDevelop, lead, and manage Field Service and Pre-Owned Operations across multiple locations within a multi-state region, overseeing both direct and partner-supported teams. Drive operational excellence, customer satisfaction, and profitability by expanding service business opportunities throughout the golf, commercial, and utility vehicle markets.
Responsible for planning, monitoring, and controlling regional vehicle maintenance and repair operations to ensure customer requirements are met within established service, quality, and performance standards. Lead the end-to-end management of pre-owned asset operations, maximizing throughput while protecting asset value and ensuring efficient inventory flow across assigned markets.
Build and maintain strong customer relationships through exceptional service execution, resulting in high customer retention, increased service revenue, and conversion of business opportunities. Collaborate cross-functionally with sales, operations, transportation, and partner organizations to improve service delivery, optimize resource utilization, and achieve regional business objectives.
PRIMARY DUTIES AND RESPONSIBILITES- Lead and manages the territory leadership of direct mobile technicians and channel partners across the region. Ensuring customer requests are met in a timely and efficient manner and that vehicle repairs meet requirements/specifications.
- Train and develop service technicians and support personnel on new products and services
- Develop marketable service products that generate real service growth and profitability, while driving customer retention, loyalty, and business conversion through proactive service management.
- Direct pre-owned asset processing operations, balancing throughput, quality, and asset value preservation.
- Visits golf course fleet managers, dealers, and distributors to determine technical service support needs and provides needed support including training in repair and maintenance processes, troubleshooting problems/complaints.
- Provides technical service and sales support to the Branch Sales Representatives as required.
- Evaluates customer service/maintenance procedures, abilities/limitations regarding properly maintaining the Company's product line; makes suggestions for improvement as required.
- Supports and/or conduct field services/fleet management seminars to broaden direct customers, dealers and distributors product knowledge and ability to deal effectively and efficiently with the Company's product lines.
- Ensure Environmental, Health, and Safety (EHS) compliance, awareness, and ongoing improvement. Develop measurement and control systems to monitor and improve performance. Provide training to all employees to ensure a safe, productive work environment
- Troubleshoots specific customer/technical complaints; works closely with appropriate dealer/corporate personnel to resolve complaints.
- Responsible for leading the Material Movement of the business to ensure proper inventory control measures are maintained and to initiate billing of parts/service to customers. Tracks parts inventory and keep controls, making sure proper quantities are kept on hand for customers, used car department, and service department. Coordinates regular inventory checks and coordinates year-end inventory.
- Interviews/makes hiring recommendations, plans/assigns work, monitors/evaluates performance, manages review process, and makes salary recommendations for Service and Support teams.
OTHER DUTIES AND RESPONSIBILITIES- Maintains safe and productive work environment by assuring the work area is clear of tools, brooms, debris, and other items that may present a hazard.
- Will be required to perform other duties as requested, directed, or assigned.
QUALIFICATIONS FOR THE JOBEducation:
- Bachelor's Degree Preferred.
Experience:
- Minimum Experience: 5-7 years
- Recent experience identifying gaps and working to provide solutions that resolve operational challenges.
- Must possess a valid driver's license for a minimum of 12 months, with no major or frequent traffic violations including, but not limited to:
- DUI and Hit & Run in the previous 5 years.
- License Suspension, Careless/Reckless Driving or multiple smaller infractions or preventable collisions in the previous 3 years.
KEY COMPETENCIES- General aptitude of electrical, mechanical, and testing concepts typical in a service organization.
- Ability to understand the use of testing equipment and hand tools.
- Knowledge of business accounting principles and a strong background in customer service. General knowledge of the golf/utility vehicle market and product lines.
- Ability to professionally communicate both orally and in writing with associates and customers.
- Must possess ability to handle revised priorities effectively and work effectively in team environment.
- Ability to effectively lead a team towards a common goal.
- Percentage of Travel: 10 - 25%
PHYSICAL REQUIREMENTS- While performing the duties of this job, the employee is regularly required to talk or listen.
- This position may be required to stand, walk, sit, use hands to feel; reach with hand and arms, and stoop, kneel or crouch as needed.
- Specific vision requirements include the ability to see at close range, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
