Are you a proactive, assertive, and take charge person? Are you impatient and quick to act? Do you possess the ability to think ahead and like to move forward to attain goals that are of value to you? Do you have communication skills that allow you to build relationships with customers and allow you to work with them to overcome issues they may be having with their EMS vehicles?

Do you love being faced with an issue that requires troubleshooting and planning to meet delivery promised dates? Do you take pride in motivating and training teams to safely produce high quality work that is delivered on time to exacting specifications? Do you have a knack for planning ahead to determine the materials and resources needed to meet completion goals? Are you always looking for ways to eliminate waste and make things more efficient? Would you be excited about a career in repairing and supporting cool vehicles that are certified as ambulances and mobile clinics to make a real impact on people's lives?

If this sounds like you, then we need to talk…

Frazer, a leading builder of emergency medical vehicles, is currently seeking a seasoned, qualified Service Center Manager with experience in the service support industry.

The Service Center Manager is accountable for any and all customer support needs for the Houston Frazer Service Center. The Service Center Manager will have around 6-9 direct reports and will report directly to the VP of Service. The Service Center Manager will work directly with the Safety, Sales, Engineering, Supply Chain, and other Frazer teams to ensure that customer’s vehicle service needs are addressed safely and on time while reducing the customer’s downtime and minimizing both quality defects and total labor hours required. Frazer is optimistic that this role has the potential for growth to include expanding into responsibilities that include managing national customer support with service, parts, and warranty.

What Does a Week in the Life of the Service Center Manager Look Like?

• Is the "voice" of Service while seeking to improve overall employee engagement.
• Addresses both internal and external customer concerns.
• Maintains accountability and achievable action plans across the Frazer Service Center.
• Works creatively to resolve issues, overcome obstacles, and meet The Service Center’s goals.
• Monitors and adjusts the Service Center’s schedules as needed to hit delivery dates.
• Delegates effectively to maximize the best use of talent and resources available.
• Identifies and eliminates Service Center inefficiencies.
• Monitors and effectively manages all Service Center expenses and resources.
• Ensures teams have the personnel, tools and supplies they need.
• Creates, analyzes, and monitors relevant Service Center metrics.
  • Sales Service Revenue Annually
    • Level 1: $1,000,000.00 - 1,099,999.99
    • Level 2: $1,100,000.00 - 1,149,999.99
    • Level 3: $1,150,000.00 - 1,199,999.99
    • Level 4: > $1,200,000.00
  • Cross Training Growth % of Service Technician Team
    • Level 1: < 2% Annually
    • Level 2: 2% or 3% Annually
    • Level 3: 4% or 5% Annually
    • Level 4: > 5% Annually
• Researches and implements process improvements with documentation and training.
• Trains and mentors others on customer service and support best practices.
• Helps drive and implement a safety culture and mindset first and foremost.
• Observes and follows safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Any other duties assigned by the manager.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee in this role. Duties, responsibilities and activities may change at any time with or without notice.

Required Education and Experience:

• High School Education Diploma/GED required
• Ability to pass a background check and drug test
• Strong Customer Service and Communication Skills
• Experience and knowledge of industry best practices
• Excellent computer skills
• Stellar Problem Solving & Critical Thinking Skills
• Strong Attention to Detail
• Self Starter and diligent Project Manager
• Clean driving record and ability to be added to the company insurance.
• At least two years of previous experience managing employee time and attendance.

Preferred Education and Experience:

• A Bachelor's degree in business administration, automotive service management, or, some university studies in managing technicians, budgetary planning, industry communication, business planning, and customer service.
• Completion of Safety Classes (OSHA 10 or OSHA 40 class or equivalent)
• Lean Six Sigma / Manufacturing training
• At least 3+ years of experience in a customer service and/or service management field.
• At least 3+ years experience in a leadership role leading teams of 5 or more.

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.

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. We've come up with a unique set of employee benefits and designed them around our culture.

• Health Care Insurance (100% paid for by the company for all employees)
• Dental Benefit options
• 401k plan with a company match!
• Disability Insurance
• Paid Time Off that begins accruing your first day of employment
• The “Company Kitchen” on site for lunch and snack choices
• Flexible Work Schedules
• Professional development and skills training
  (e.g., Global Coatings Manufacturer 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 Center Manager at Frazer should have...

• Ability to be a productive, assertive, take-charge individual.
• Ability to think ahead and move forward to attain goals.
• Enthusiastic and determined with a true passion for giving the best service possible.
• Holds the team accountable to produce high quality work that is delivered on time to exacting specifications.
• 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.
• Behavior Standard - You 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 maintaining a team mindset.

Software Knowledge

Also, here are a few software packages that the Service Center 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
• Shop Floor control 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 depending on education and experience.

Work Schedule

The Service Center Manager will work Monday to Friday 7:00 AM - 3:30 PM. Occasional late afternoon/evening/weekend hours may be required 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).

Culture Index Survey Link

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!