W.W. Williams Company
  • 26-Oct-2018 to 25-Dec-2018 (EST)
  • Southwest - Phoenix, AZ
  • Phoenix, AZ, USA
  • Salary
  • Full Time

REGIONAL SERVICE and QUALITY MANAGER of the Southwest (Phoenix, AZ)

The W.W. Williams Co., has an immediate opening for a Regional Service and Quality Manager.

The Regional Service and Quality Manager leads the overall efficiency and effectiveness of the service operations within the Southwest division, including employee, customer and manufacturer relations by performing the following duties. Works directly with service departments and operations management to improve processes, eliminate waste, and introduce standard work using proven Lean for service tools and techniques.  This position reports to Divisional General Manager

Essential Duties and Responsibilities:

  • Provide leadership, direction and expertise in company-wide efforts to reduce service turns times and improves repair quality.
  • Deploys processes to meet the WheelTime Promise of quality, speed and communication.
  • Introduces standard work in service processes.
  • Assists in the development of the operations' business plans to include revenue growth and margin retention, expense control and facility planning.
  • Monitors all divisional warranty activity to assure compliance to manufacturer policies and procedures resulting in clean audit results.
  • Provides guidance to the operational managers regarding the execution of the business plans, including personnel requirements, facility appearance/needs and equipment needs.
  • Resolves escalated vendor and/or customer service issues including high dollar manufacturer warranty issues, ensuring maximum recovery of expenditure and minimum repeat occurrences through corrective action.
  • Serves as a divisional representative on internal or external committees formed to research, analyze and/or improved service-related issues or opportunities.
  • Supports any sales effort, which requires high-level decision making in the determination and/or quotation of the labor segment portion of the sale.
  • Reviews operational data and reports and directs the resolution of problems found to ensure minimum costs and maximum customer service levels.
  • Monitor, evaluate and improve manufacturer's KPI/SSI/PRP programs, WheelTime metrics and Net Promoter Score.
  • Directs the operation of the divisional technical training department.
  • Trains and communicates to ensure all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.
  • Work in a team setting to lead change efforts.                                                  

Competitive wages and benefits. EOE/AAP/M/F/Vets/Disabled, DFWP.

W.W. Williams Company
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