UberDisplays is Hiring:

Senior Service Manager (Department Head) Reports To:
Directly to the CEO

Position Overview:
UberDisplays is looking for a builder. We are a fast-growing LED manufacture, and we are looking for a person who can take our current service and support to a new level of scalability and growth that keeps our customers as priority while supporting our team to faithfully represent our Values in the quest to support the future of our customers projects and needs. This position will manage & oversee all aspects of UberDisplays Customer Support & Service, and product support and service. They will work directly to support Sales, Project Management, and the Install team through job completion to support the customer in providing industry leading and unparalleled warranty and non-warranty customer support.

What needs to be BUILT:

• Systems and procedures for the intake of repairs and reporting for billing and customer support
• Service Contracts that enable Sales to better serve the customer and the organization and fulfillment of said contracts with the customer.
• Build and maintain an inventory process and procedure for support, service, and repair activities. Both physically in the warehouse but internally via cloud-based or other advanced service software
• Workflows specific to the organization of service tickets and service calls
• Build a data base of reputable installers that can and will support the groundwork of local customer support of UberDisplays products specific to their location.
• Process and Procedures to adequately assess and implement service tickets priority for repair
• Develop and implement Customer Support resources to adequately provide avenues for customers to communicate their support needs.
• Work with Project Management to document and build Customer Service Workflow and accountability for growth specific to personnel and expected growth
• Build a process for our Senior China Manager to effectively build and support the Asian team both domestically and abroad

MUST BE ABLE TO exhibit the following: These are the skill and qualifications:

• Must have experience building and working with a team
• Must exhibit a history of service experience in the field of technology
• Must be able to work under pressure under stress in timely and precise ways to assess and support potential customer service opportunities that present intense moments of pressure.
• Exhibit Familiarity with customer service standards and processes
• Ability to meet deadlines
• Supervisory skills
• Work with Customers to provide support to facilitate required Support Services to keep customer products functioning.
• Work with Customers to provide support to facilitate required Support Services to keep customer products functioning.
• Manage all customer service requests and warranty claims and coordinate with service technicians to schedule and troubleshoot service and repair.
• Maintain service records and schedule repair and service technicians to provide timely service to our customers.
• Maintain an inventory process and procedure for support, service, and repair activities.

Qualifications:

• Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.
• Self-motivated, decisive, with the ability to adapt to change and competing demands.
• Research best practices within and outside the organization to establish benchmark data and use continuous process improvement disciplines to achieve results.
• Tools: SmartSheet, Excel, Word, QuickBooks Online, Slack, Dropbox, WeChat, Quotient, and other Project Management tools
• Experience leading, motivating, and managing various project and program team sizes, including internal and external resources, while holding team accountable for performance.
• Technically competent with various software programs, including but not limited to Microsoft Office, G Suite, Dropbox, HubSpot/ CRM, Smartsheet and Lucid Chart.
• Must be able to learn, understand and apply new technologies.
• 3+ years of project management experience, including tracking and planning projects
• 3+ years of experience working with business stakeholders within a cross-departmental, multi-level business unit environment.
• 1+ years of previous experience with gathering requirements from the client / business and documentation.
• 3+ years of experience with full product lifecycle with understanding of development lifecycle and various technology methodologies that support that lifecycle.
• Proven ability to demonstrate a drive for results and accountability of business needs.
• Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective.
• Interpersonal skills to influence and spur change, facilitate and enhance performance within a cross - functional environment.
• Demonstrate decisiveness in resolving business problems, making decisions and identifying priorities.

Job Type: Full-time

Pay: $80,000.00 - $110,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Ability to commute/relocate:

• Madison, TN 37115: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location

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