Maxwell Asante

National Service Manager at Summit Appliance @Felix Storch, Inc

NJ, US

As the National Service Manager at Summit Appliance, I oversee the service operations across the organization, ensuring exceptional customer satisfaction and operational efficiency. This role involves managing a team of service professionals, developing service strategies, and maintaining high standards for product support and customer relations. I act as the primary liaison between customers, internal teams, and external partners to ensure seamless service delivery.Key ResponsibilitiesLeadership and Team Management:• Lead and manage the service department, including hiring, training, and performance management of service personnel.• Foster a customer-centric culture within the team to deliver outstanding service experiences.• Provide coaching and feedback to enhance team performance and professional growth.Service Operations:• Develop and implement service strategies to meet organizational goals and improve customer satisfaction.• Monitor service metrics such as response times, resolution rates, and customer feedback to identify areas for improvement.• Ensure timely resolution of customer inquiries, complaints, and service requests.Customer Relationship Management:• Build and maintain strong relationships with customers by understanding their needs and providing tailored solutions.• Act as a point of escalation for complex issues, ensuring prompt and effective resolution.• Collaboration and Coordination:• Work closely with internal departments (e.g, sales, manufacturing) to align service operations with company objectives.• Maintain strong relationships with manufacturers, dealers, and third-party vendors.Compliance and Reporting:• Ensure adherence to industry regulations, company policies, and quality standards.• Prepare detailed reports on service performance metrics and present findings to senior management.

Southern New Hampshire University

Bachelor of Science - BS, Technical Management

DeVry University

Bachelor's degree, Computer information systems (CIS)