January 22, 2010
National Manager, Field Support

The National Manager, Field Support is responsible for all customer service and support aspects of the company. The NMFS will have primary responsibility for developing and documenting key customer support processes, and will work closely with the National Key Accounts Manager to develop customer implementation and support plans, and adapt key support processes to meet specific customer needs.

National Manager, Field Support

Overview:
The National Manager, Field Support is responsible for all customer service and support aspects of the company. The NMFS will have primary responsibility for developing and documenting key customer support processes, and will work closely with the National Key Accounts Manager to develop customer implementation and support plans, and adapt key support processes to meet specific customer needs.

The NMFS is responsible for developing and implementing customer satisfaction measures, problem resolution processes and standards, and reporting. The NMFS works directly with National and Regional Key Accounts Managers to resolve customer issues, and identify process improvements to eliminate future concerns.

The NMFS manages the central customer service and support team, and is responsible for recruiting, training and developing team members.

Duties and Responsibilities:

Develop and implement all customer service systems, methods, processes, measures, and reporting.

Manage the internal support processes for customer roll-outs, customer maintenance, and problem resolution.

Act as a strategic resource for the Executive Team in identifying and resolving all internal account implementation and
     management issues.

Recruit, train, and manage central customer service and support team members.

Coordinate with National Key Accounts Manager and customer support team to ensure smooth implementation of each
     customer roll-out.

Work with Key Accounts Team and internal support to develop and adapt customer management processes to meet
     specific customer needs.

Oversee all internal aspects of customer implementation planning, support, and reporting activities.

Achieve and maintain Key Account satisfaction ratings above 90%.

Act as an internal resource to Key Accounts Team in resolving outstanding customer issues.

Manage operating costs of customer support department within agreed budget.

Qualifications:

Bachelor's Degree or equivalent in Sales and/or Marketing, or Technical degree.

Minimum 7 years experience in Sales and Customer Support functions.

Experience developing and managing internal aspects of large customer implementations.

Automotive Background in Service and/or Parts management highly desirable

Attention to detail, ability to develop and execute detailed plans and follow through to completion.

Strong written and oral communication skills

Strong customer support orientation

Excellent Customer Relationship development and management skills a must.

Excellent written and oral communication skills.

Strong analytical and systems thinking skills.

Project management experience highly desirable.

Reports to: Chief Operating Officer
Compensation: Attractive base salary plus up to 35% performance based bonus.
Location: Baltimore, MD