Depot Service Manager - Quality Control

Bob's Discount Furniture Shorewood , IL 60404

Posted 5 months ago

The Depot Service Manager is responsible for the day to day performance management of all Enhanced Quality Control Checkers (known as QCC+) throughout the entire assigned regional Delivery Depot network. This individual ensures the achievement of productivity, accuracy, and timely objectives with a strong focus toward maximizing efficiency to reduce cost. This role reports to the Manager of Service Operations.

Job Responsibilities

  • Assist with the onboarding and development of QCC+ staff within the delivery depots

  • Create and develop processes and procedures to further enhance inspection and delivery success

  • Monitor on-site QCC+ operations as assigned, to ensure performance standards are maintained:

  • Ensure compliance with repair/touch-up standards

  • Provide input regarding vendor charge backs to subcontractor

  • Ensure inspectors are hitting established goals in areas such as productivity, and accuracy in inspection metrics

  • Conduct visits to each assigned depot location:

  • Perform on-site inspections

  • Complete quarterly audits

  • Conduct weekly meetings

  • Enforce SOP's

  • Develop and maintain strong day to day working relationships with multiple other department leaders, from areas such as:

  • Delivery Operations

  • Customer Care

  • Quality Control

  • DC Operations

  • Store Management

  • Communicate and present information related to key performance metrics, program updates, and on-going program information to necessary parties, internal and external

  • Work with the Manager of Operations to ensure partners understand and accept customer guidelines and requirements for all QCC+ operations

  • Recommends optimal handling of goods, inspection, tools/equipment, and repair techniques

  • Work in conjunction with various parties, such as Delivery Operations and Customer Care, to handle complaints and ensure support plans are in place to maintain long-term customer relationships

  • Follow up on complaints and lead investigations as directed

  • Evaluate contractors to enhance their performance, development, and work product

  • Address performance issues and makes recommendations for personnel actions

  • Work in conjunction with support departments to ensure QCC+ are adequately supplied with materials necessary to make repairs

  • Partners with key cross-functional partners to solicit feedback to identify program improvement opportunities for implementation

  • Complete Special Tasks as assigned by Manager of Operations

  • Learn and perform the daily operations of the Service Tech Department:

  • Work with the Manager of Operations to maintain metrics, reports, process documentation, customer service logs, or training/safety records

  • Serve as liaison with all internal and external partners for daily operational activities; day to day scheduling, deployment, and tracking of all road technicians

Required Qualifications

  • Minimum High School Diploma or equivalent

  • Excellent verbal and written skills

  • Ability to work independently

  • Self-motivated

  • Strong time management skills

  • Ability to analyze information and solve problems

  • Ability to motivate/develop others

  • Ability to consistently and reliably travel to offsite locations

  • Ability to work flexible schedule as department needs dictate

  • Strong computer skills

  • Competent in Word, Excel, Outlook, SAP, Roadnet, Red Prairie

  • Minimum of 5 years of experience in each of the following areas:

  • Managerial position

  • Product servicing

  • Experience in Big Ticket Retail a plus

Preferred Qualifications

  • College Degree preferred

  • Expertise fixing wood, upholstery, power mechanisms, and leather furniture preferred

Reporting Relationships

  • Reports to Manager of Service Operations.

Americans Disability Act (ADA) Job Description

  • Standing or Walking 35%
  • Sitting 35%
  • Reach with hands/arms 10%
  • Climb or Balance 5%
  • Stoop/Kneel/Crouch/Crawl/Lift (up to 225lbs) 15%

Bob's Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.

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Depot Service Manager - Quality Control

Bob's Discount Furniture