Frazer, Ltd.

Compensation

Full Description

Description Are you the kind of leader who can spot a flaw in a process before anyone else even notices? Do you thrive on untangling complex service problems, cutting through inefficiencies, and building systems that run like clockwork? Do you demand accuracy, precision, and results-not excuses? Are you the steady hand in high-pressure situations, keeping teams focused and customers satisfied no matter what? Do you get a rush from turning chaos into order, solving problems others avoid, and making sure everything works exactly the way it should-first time, every time? If this sounds like you, then we need to talk... Frazer, a leading builder of emergency medical vehicles, is seeking a qualified Service Support Manager to join our team. The Service Support Manager at Frazer reports to the Vice President of Service, and is responsible for leading all aspects of customer support for Frazer Service customers. This role directly manages a team of approximately 6-9 team members and reports to the Vice President of Service. Operating cross-functionally with departments such as Safety, Sales, Engineering, and Supply Chain, the Service Support Manager ensures that vehicle service needs are completed safely, efficiently, and on time. The core objectives of this role include minimizing customer downtime, reducing quality defects, and optimizing labor hours, all while upholding exceptional customer satisfaction. In addition, this role oversees national customer support operations, including service coordination, parts management, and warranty support.. What Is a Week in the Life of the Service Support Manager Like? • Serves as the primary voice of Service Support, fostering employee engagement and a customer-first mindset. • Promptly and professionally addresses external customer concerns, resolving issues with urgency and creativity. • Drives execution of action plans to achieve Service Support performance goals. • Monitors and adjusts schedules to meet delivery targets and maintain operational alignment. • Delegates responsibilities effectively, ensuring personnel, tools, and supplies are available. • Identifies and eliminates workflow inefficiencies, implementing improvements with training and documentation. • Manages budgets, expenses, and resource allocations to operate efficiently. • Develops, analyzes, and reports on KPIs and service metrics to drive improvements. • Trains and mentors team members on best practices, while modeling strong performance and leadership. • Champions a safety-first culture, ensuring compliance with safety and security policies. • Demonstrates strong attendance, punctuality, and active participation in meetings. Secondary Duties • Verifies daily attendance, approves timesheets, PTO requests, and attendance points. • Conducts daily huddles and participates in production meetings for operational alignment. • Tracks and reports controllable errors; provides training and corrective actions as needed. • Partners with HR on staffing activities including hiring, promotions, performance reviews, and disciplinary processes. Competencies: • Ability to focus on procedures, working conditions, physical demands, or degrees of attentiveness without loss of efficiency or composure. • Hold yourself accountable to the task and the quality of work that is expected. • Prepares accurate verbal and numerical records; and complies with precise instruments and specifications for materials, methods, procedures, and techniques to attain specified standards. • Solves problems, makes evaluations, or reaches conclusions based on subjective or objective criteria, such as the five senses, knowledge, past experience, or quantifiable or factual data. • Must maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, subordinates, co-workers, management and company officers while being informative and dedicated with the subject at hand. • Must have a high degree of patience while being able to perfect the task given. What's it like to be a part of the Frazer Family? Frazer is a fast-paced company that is creating some of the most innovative vehicles in the world. You'll find a unique team of individuals who continue to push the boundaries of what is possible in the Healthcare and EMS space. A diverse team, a great culture, and a positive work environment are just some of the things that make working at Frazer so rewarding. What Kind of Employees Thrive at Frazer? Frazer is a company with a diverse group of employees from all over the world. Frazer welcomes employees with all types of backgrounds, cultural and socio-economic backgrounds. If you are hard working, honest and drug-free, you will love working at Frazer. Safety & Drug Policy Employee health and safety is a priority here at Frazer. We're committed to providing a safe, secure and productive environment for our Frazer family. To help with this, we perform thorough background checks during the hiring process for all candidates. Convictions will not disqualify you from employment at Frazer, but failure to tell us about it up front will. Also, Frazer has a zero tolerance drug use policy and you must pass a pre-employment drug screen. If you can't pass it, we're not the place for you. A True Culture Frazer is a company that relies on its core values and the drive of its people. With a focus on longevity and employee success, Frazer welcomes its employees to push the envelope and drive improvement across all aspects of the company. At Frazer, you can unleash your potential! Employee-Driven Benefits At Frazer, we take pride in listening to what our employees want in benefits. With our "What You Want" committee, we've come up with a unique set of employee benefits and designed them around our culture. • Health Care Insurance • Dental Benefit options • 401k plan with a company match! • Disability Insurance • Paid Time Off that begins accruing your first day of employment • Self-serve micromarket on site for lunch and snack choices • Professional development and skills training • Free Life Skills Training such as financial wellness classes How Performance is Evaluated Communication and collaboration are key at Frazer and we encourage an environment filled with positive feedback and constructive criticism, to unleash your potential for real professional growth! We use things like self-evaluations, group reviews, and quarterly check-ins to help define a clear path to success. You will also have an opportunity to give feedback to peers to help them to grow in their roles as well. Skills (to Pay the Bills) Here's a list of a few skills that the Service Support Manager at Frazer should have... • Ability to focus on procedures, working conditions, physical demands, or degrees of attentiveness without loss of efficiency or composure. • Hold yourself accountable to the task and the quality of work that is expected. • Prepares accurate verbal and numerical records; and complies with precise instruments and specifications for materials, methods, procedures, and techniques to attain specified standards. • Solves problems, makes evaluations, or reaches conclusions based on subjective or objective criteria, such as the five senses, knowledge, past experience, or quantifiable or factual data. • Must maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, subordinates, co-workers, management and company officers while being informative and dedicated with the subject at hand. • Must have a high degree of patience while being able to perfect the task given. Software Knowledge Also, here are a few software packages that the Service Support Manager would eventually need to be versed in. Don't worry . . . we expect some on-the-job training. • Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.) • Enterprise Resource Planning (ERP) systems Oh, and $alary Of course, we didn't forget the salary... Frazer offers competitive pay and this role will start with a salary between $80,000 - $110,000 annually, depending on education and experience. Work Schedule The Service Support Manager will work Monday - Friday 7:00 AM - 3:30 PM, with overtime on weekend work as needed. Work schedules may change to accommodate production needs. Application Process If this sounds like a great opportunity to you, visit our website to complete the following steps: • Online application • Resume and optional cover letter • Culture Index Survey - as part of our process, please take this short survey (5-12 minutes to complete) on a computer, tablet, or laptop NOT a smart phone. It does not always function properly on smart phones and is difficult to see. Also, please take the survey in your native/first language (there are multiple choices besides English in the drop down menu if needed). • WOTC Questionnaire- Frazer participates in the Work Opportunity Tax Credit (WOTC) program, which is a federal program designed to encourage the hiring of members of certain demographic groups that typically have more difficulty securing and retaining employment. While this is optional, we encourage you to answer the following questions, completely and honestly, your answers will be kept confidential and will have no effect on your job opportunity or any benefits you or your family may be receiving. Thanks again for your interest in Frazer. Should your skills and qualifications meet those of the position, we will contact you further. Please check your email for further application status updates. We look forward to hearing from you!