Service Coordination Manager

With over 100 years of combined expertise, Raymond Central develops and deploys custom material handling solutions for the world's most trusted companies. As a certified Raymond dealer, we offer new and pre-owned lift trucks and forklifts, parts, storage solutions, integrated systems, fleet management and other services to support our client's operations.  

Service Coordination Manager

The Service Coordination Manager is responsible for the leadership, development, and management of all associates in Service Coordination and Warranty across the Raymond Central organization. The Service Coordination Manager will ensure efficient dispatch, warranty and service invoicing operations as well as developing and driving consistent processes and training for the group. You will also act as a liaison between Senior Leadership, Service Managers, and other Leaders across the organization to ensure alignment and consistent communication across branch locations.

This is a remote opportunity but the selected candidate should live within the Raymond Central region/footprint. There will be some travel required to our branch locations in Missouri, Kansas, Nebraska, Tennessee, Oklahoma, Arkansas, and Mississippi. 

Principal Duties & Responsibilities:

• Executes Raymond Central’s strategic vision within Service Operations functions for all regions.
• Responsible for the creation and execution of departmental goals towards the achievement of revenue, profit, customer, and employee satisfaction goals, and with focus towards consistency and continuous improvement.
• Driving efficiency and consistency in processes and training throughout the group.
• Managing attendance and time off activities and ensuring adequate staffing for business needs.
• Select, train, motivate, and retain support staff capable of meeting current and projected operational requirements, and make recommendations and decisions related to performance, salaries, reviews, and professional development.
• Regularly evaluate job performance of service support associates by assessing achievement of established goals and objectives.
• Ensure a safe working environment through adherence to company training and safety guidelines.
• Partner with Accounts Receivable, service associates, and managers to resolve billing or contract-related issues and prevent negative impact on cash flow and customer satisfaction.
• Maintains contact with the public, customers, peers within the Raymond Enterprise organization, and other employees for the purposes of networking, establishment of best practices, and information exchange.
• Performs related duties as assigned or as the situation dictates.

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience of five (5) or more years in Customer Service or Administrative Support
• At least two (2) years of experience in a team lead, supervisory, and/or management type of role
• The ability to travel across branch locations within our region as needed.

The ideal candidate will also possess:

• Demonstrated ability to monitor, coach, and develop personnel.
• Strong customer service focus and ability to work effectively both as part of a team and independently.
• Effective communicator with the ability to collaborate across multiple levels of management, staff, and customers.
• Strong organizational skills with the ability to balance multiple priorities.
• Orientation to detail, accuracy, and process improvement.
• Proficiency in ERP systems, Windows, and MS Office business applications.
• Knowledge of general business practices and procedures, preferably with exposure to service operations.
• Prior experience with maintenance administration, service contracts, or related technical practices.