Technical Support & Parts Manager (Onsite - Anaheim, Ca)

Technical Support and Parts Manager

Location: Waev Inc. HQ and Manufacturing Center of Excellence, Anaheim, CA

Position Type: Full-Time

Salary Range: $90,000 - $100, 000

Reports To: Chief Executive Officer

Company Overview:

Waev Inc., established in 2021, specializes in the manufacture, distribution, marketing, and support of electric vehicles, particularly in the low-speed vehicle (LSV) sector. The company manages renowned brands such as GEM, Taylor-Dunn, and Tiger, each with a significant history and market presence. GEM is known for its 25-year leadership in the LSV market, Taylor-Dunn for 70 years of industrial vehicle excellence, and Tiger for its ground support applications since 1981.

Technical Service and Parts Manager

The Technical Service and Parts Supervisor will be a key member of our organization, responsible for delivering a best-in-class customer service experience related to technical service, warranty, and parts support for Waev Inc dealers and customers. The ideal candidate will have a strong technical background, highly motivated, excellent leadership skills, a passion for customer service, and a track record of implementing effective customer service strategies.

Team Leadership:

• - Lead, motivate, and mentor a team of Technical Service, Warranty, and Parts Support representatives.
• - Foster a positive and collaborative team culture that prioritizes customer satisfaction.
• - Provide ongoing training and development to enhance the team's communication, problem-solving, and customer service skills.

Customer Service Strategy:

• - Develop and implement customer service strategies to meet organizational goals and objectives.
• - Analyze dealer/customer feedback and industry trends to identify areas for improvement.
• - Collaborate with cross-functional teams (operations, engineering etc.) to ensure alignment of customer service initiatives with overall company objectives.

Operational Management:

• - Oversee the day-to-day customer operations of both the technical service support, warranty, and parts support departments.
• - Monitor and manage phone lines, cases, emails, chat, and other customer communication channels to ensure timely and effective resolution of inquiries.
• - Utilize Salesforce and other tools to optimize case workflow and enhance team efficiency related to customer/dealer support.

Performance Metrics:

• - Establish and track key performance indicators (KPIs) to measure and improve customer service performance in Technical Service, Warranty, and Parts Support teams.
• - Analyze case and call data to identify trends and areas for improvement, implementing strategies to address customer pain points.

Customer Satisfaction:

• - Implement and monitor customer feedback mechanisms, ensuring a consistent and positive customer experience.
• - Work collaboratively with other departments (e.g., engineering, operations, etc.) to address systemic customer issues and implement long-term solutions.

Training and Development:

• - Develop and implement training programs to enhance the technical and soft skills of tech service, warranty, and parts reps.
• - Develop standard work for each area that tech support, warranty, and parts reps can follow.

Travel Requirement:

• - Limited to 25% or less, primarily for dealer interactions, training, and industry events.

Working Conditions:

• - Fast-paced office/manufacturing/warehouse environment.
• - Prolonged periods of sitting.

Other duties as assigned.

Qualifications:

• - Bachelor's degree in business administration, management, engineering, or a related field is preferred.
• - 10+ years of vehicle-related technical service experience with automotive, heavy equipment, aerospace, and/or construction equipment service functions; including experience with vehicle diagnostic technologies, service operations, and customer engagement is required.
• - At least 7 years of leadership experience with a proven track record of coaching, team building, conflict resolution, cross-functional leadership, and people management for high-performing teams at an enterprise level is required.
• - Ability to develop, lead, collaborate, influence, and coordinate activities in a cross-functional, team-oriented environment to deliver vehicle diagnostic technology applications and technical service solutions.
• - Ability to take charge and orchestrate work, facilitate decisions, and collaborate across all levels of leadership to drive results and champion growth initiatives to scale.
• - Proficiency in PC skills - Salesforce (or Similar CRM), Excel, PowerPoint, Outlook, Visio.

EEO Statement Waev Inc is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.