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Description: Owns the service department end-to-end — from vendor and technician oversight to the systems that keep cases moving fast. Drives faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership role for someone who thrives on turning a reactive department into a proactive, well-run operation.
Responsibilities: • Ensure fast response and resolution times while reducing aging and unresolved cases
• Build and improve efficient, scalable service processes and workflows
• Hold vendors accountable to service standards and track vendor performance
• Monitor department KPIs, dashboards, and response/resolution timelines
• Train, support, and create accountability among service coordinators
• Improve tracking for parts, vendors, technicians, and warranties