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About Us
Water technology is one of the fastest-growing industries in the world, and, as a leading global water technology company, A.
O. Smith Corporation is at the center of the trend. We are a $3.2 billion company with 145-year history and employ more than 16,100 men and women.
With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A. O. Smith has the global reach to serve customers worldwide.
We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people.
Recognized by The Tennessean as one of the top Nashville Workplaces, Lochinvar (a business unit of A. O. Smith) is the leading producer of energy-efficient boilers, water heaters, pool heaters and commercial package systems.
We focus solely on serving our customers and has a solution for all your water heating needs, and because of this, have seen double digit company growth 34 of the past 36 years.
Primary Function
Supervise all areas involved that pertain to product service, call center, and direct contact with Lochinvar Customer base.
Responsibilities
Maintain a national service network for service of Lochinvar products.
Manage Field Service Technicians; schedule their onsite visits, monitor specialty and travel expenses.
Manage Call Center Supervisor, providing technical assistance to the team as needed.
Analyze Call Center staffing levels and meet Call Center metrics and goals.
Manage labor bill information, approve workflow, and analyze data to determine root cause of expenditures.
Manage incoming legal issues related to product performance, service and warranty.
Plan and manage the budget for Technical Service Operations.
Write and review Technical Service bulletins in conjunction with Engineering, Manufacturing, Quality and Product Management.
Participate in customer interactions to ensure high levels of satisfaction and relationship development.
Establish work procedures and processes that support company and departmental standards and strategic directives.
Oversee JDE Customer Service Management System and Salesforce utilization.
Requires approximately 10% travel.
Qualifications
Bachelor's degree is preferred; we may consider extensive experience in lieu of degree
At least two years of Leadership / Supervisory experience
Must possess excellent written and oral communication skills
Technical expertise in skilled trades; preferably boiler / water heater, although HVAC, Electrical, Plumbing or similar trade knowledge may be applicable
Previous experience managing field service teams, understanding service level agreements, evaluating contracts and evaluating labor bill data
Competence working with database software, order processing systems, Excel and Word
We Offer
Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
ADA Disclaimer (U.S. ONLY)
In developing this job description care was taken to include all competencies needed to successfully perform in this position.
However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.
All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Vacancy expired!