What are the responsibilities and job description for the Service Delivery Manager position at Dexter Axle Company?
Overview
Dexter, the premier supplier and manufacturer of axles, doors, venting products and related components in the utility trailer, boat trailer, recreational vehicle, heavy duty and manufactured housing markets, has an opportunity for a Service Delivery Manager at our company headquarters in Elkhart, Indiana - conveniently located near Bristol, IN, Mishawaka, IN, Goshen, IN, Middlebury, IN, South Bend, IN, White Pigeon, MI, Three Rivers, MI, Cassopolis, MI, Dowagiac, MI, and Niles, MI.
Dexter has been a leading manufacturer of trailer axles, brakes and actuation, along with entrance door and venting products for over 50 years serving the utility trailer, recreational vehicle, heavy duty, manufactured housing, agricultural, marine, and specialty markets. Dexter is headquartered in Elkhart, Indiana employing over 3,200 people and operating 19 manufacturing facilities in the U.S. and Canada (Indiana, Georgia, Oklahoma, California, Tennessee, Texas, Florida, Utah, and Ontario). Dexter has achieved its many years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service. Dexter is a wholly owned subsidiary of DexKo Global, Inc.
For more information about our company, access Dexter's web site at www.dexteraxle.com.
Dexter offers a competitive salary and comprehensive benefits. Dexter’s benefits package includes Health, Dental, Vision, Life, STD, LTD, FSA, HSA, and 401(k) Plan with company contributions.
Position Summary
This position will be responsible for their team providing successful and timely resolution of service requests and incidents within the company environment.
Essential Duties and Responsibilities
- Establishes and enforces help desk service levels to meet company expectations, measuring and improving performance and operations.
- Manage an internal service desk which provides phone support, desk-side support, and hardware deployment.
- Verifies staff are properly trained and have the appropriate tool set to provide the required level of support.
- Manage an external 3rd party managed service provider
- Manage IT resources located in remote locations
- Responsible for overseeing temps/contractors or 3rd party resources as needed.
- Schedules staff to cover the company’s operations.
- Works with other IT teams to provide feedback and prepare help-desk for changes.
- Coordinates and supervises 3rd party support when user’s issues are escalated beyond the help-desk.
- Tracks and analyzes help-desk trends and works with appropriate parties to find permanent solutions to recurring problems.
- Ensures help-desk staff have proper tool set to do their jobs.
- Administers and manages Active Directory.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Performs other tasks or duties as assigned.
Requirements
Requires Bachelor’s Degree or a comparable discipline and at least 3 years related experience; or an equivalent combination of education and experience. Successful candidates will have a strong set of analytical skills to evaluate and act upon support trends, experience using a formal problem-solving methodology framework to address deficiencies as well as drive process improvements, and excellent communication skills with both technical audiences and the general business community. This individual will be expected to assess the current service delivery model and develop a strategic plan for how to meet the business needs moving most effectively forward, and how to drive continued improvements in service delivery. Operating in a manufacturing environment, with geographically dispersed locations, and a history of M&A would all be helpful.
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