Information Technology Jobs in Rockaway

The Auto Property Damage Claims Representative is responsible for managing Auto Property Damage claims within our “Auto PD Claim Unit.” This role demands a high level of customer service, patience, and professionalism while working in a fast-paced environment with significant phone interaction. Strong customer service, organizational, verbal, and written communication skills are essential. The ability to navigate adversarial situations with professionalism is critical. Comparative negligence claim handling experience is a plus but not required.

RESPONSIBILITIES

Policy Analysis:

• Investigate and interpret policy provisions, endorsements, and conditions to determine coverage for automobile property claims.
• Identify and investigate contested coverage claims that may require a roundtable discussion.

Claim Investigation:

• Investigate auto accidents to assess liability by interviewing first- and third-party claimants, witnesses, investigating officers, and other relevant parties.
• Secure and analyze pertinent records, documentation, and loss scene information to determine proximate cause, negligence, and damages.

Claims Management:

• Evaluate and adjust reserves as necessary.
• Prepare dispatch instructions for field personnel to inspect vehicles.
• Negotiate and settle claims within individual authority limits and seek supervisor approval for claims exceeding authority or requiring additional guidance.
• Maintain effective follow-up systems on pending files, advising insureds, claimants, and brokers on claim status.
• Act as an intermediary between the company, preferred vendors, and customers to resolve disputes.
• Ensure adherence to privacy guidelines, laws, and regulations in claims handling.

Subrogation and Legal Handling:

• Investigate and initiate subrogation processes when applicable.
• Handle and respond to special civil part lawsuits or intercompany arbitrations related to auto property damage claims.

Administrative Duties:

• Manage a customer-focused phone environment by answering calls, returning voicemails, and responding to emails and text correspondence promptly.
• Process incoming and outgoing mail timely and in accordance with state guidelines.
• Complete other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree required.
• A minimum of 1 year of related PD claim experience is welcomed but not required.
• Proficiency in personal computer skills, including Microsoft Office Suite.
• Ability to prioritize and manage multiple tasks effectively.
• Excellent communication, organizational, and customer service skills.

SALARY RANGE

The pay range for this position is $47,000 to $55,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

PERKS & BENEFITS

• 4 weeks accrued paid time off, 8 paid national holidays per year, and 2 floating holidays
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement

ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

POSITION OVERVIEW :

Provide end-to-end architectural leadership for a highly complex, Service Cloud implementation built on an existing multi-cloud Salesforce footprint (Sales, Service).

· Define the target-state architecture, integration patterns, data models, sharing models, and governance frameworks required for scalable community/portal solutions.

· Lead solution design workshops, validate business requirements, create architectural roadmaps, and ensure alignment with enterprise standards and security policies.

· Oversee technical delivery, mentor cross-functional teams, and ensure solution integrity across Experience Cloud, Lightning, Apex, and external systems.

Experience Requirement

· 10+ years Salesforce solution architecture experience; 5+ years specific to Experience Cloud or complex portal architectures.

Certification Requirement

· Salesforce Certified Experience Cloud Consultant (required).

· Salesforce Application Architect or System Architect

Job Title: Salesforce Service Cloud Architect

Location: Parsippany, NJ

Interview: Video Interview

Description:

Define end-to-end Salesforce Service Cloud architecture, ensuring alignment with business goals and enterprise standards

Design scalable and modular solutions across Case Management, Omni-Channel, Knowledge Base, Live Agent, CTI, and Email-to-Case

Lead the design of data models, security models, and sharing architectures

Develop integration strategies using REST/SOAP APIs, Platform Events, and middleware tools like MuleSoft, Informatica, or Dell Boomi

Evaluate and recommend AppExchange products and third-party tools as part of the solution landscape

Create solution blueprints, sequence diagrams, and architecture documentation for development teams

Technical Leadership

Serve as the technical authority for Salesforce implementations, providing direction to developers, administrators, and functional consultants

Enforce governance standards, design patterns, and best practices across all Salesforce projects

Perform code reviews, solution assessments, and ensure compliance with Salesforce platform limits and security standards

Mentor development teams and guide them on Apex, LWC, Integration, and Performance Optimization

Stakeholder & Delivery Management

Collaborate with business analysts, project managers, and client stakeholders to translate requirements into robust technical designs

Participate in solution estimation, RFP responses, and pre-sales activities, providing architectural recommendations and effort sizing

Work with cross-functional teams (Infrastructure, Security, Data, and Integration) to ensure seamless end-to-end solution delivery

Support release planning, DevOps strategy, and CI/CD pipelines for Salesforce environments

Governance & Quality

Ensure compliance with Salesforce best practices, governor limits, and data security policies

Establish and maintain architecture governance frameworks, technical documentation, and design repositories

Lead performance reviews, scalability assessments, and security audits of Salesforce solutions

Basic Qualifications:

Minimum 10+ years of experience of Deep expertise in Apex, Lightning Web Components (LWC), SOQL/SOSL, REST/SOAP APIs

Minimum 8+ years of experience Strong understanding of Salesforce data model, security, and integration architecture

Minimum 10+ years of experience Hands-on experience designing and implementing Service Cloud, including Omni-Channel, CTI, Knowledge, and Case Management

Proven track record of leading large-scale enterprise implementations

Familiarity with DevOps tools (Copado, Jenkins, Git, Gearset) and CI/CD automation

Experience in Agile delivery frameworks and global delivery models

Excellent communication, presentation, and stakeholder management skills

Preferred Qualifications

Salesforce Certified Technical Architect (CTA) or actively pursuing CTA

Knowledge of Field Service Lightning (FSL), Einstein Bots, or Salesforce Industries (Vlocity)

Experience integrating Salesforce with legacy or cloud-based systems (AWS, Azure, SAP, etc.)

Familiarity with Agile at Scale (SAFe, LeSS) and multi-cloud Salesforce implementations

Personal Attributes

Strategic thinker with a strong problem-solving and analytical mindset

Excellent leadership and team collaboration abilities

High attention to detail and commitment to quality

Ability to manage multiple priorities and communicate effectively with both technical and business audiences

Salesforce Certifications (Mandatory):

Application Architect or System Architect

Platform Developer I & II

Service Cloud Consultant

My client is looking for a Senior R&D Project Manager to work onsite in their Parsippany NJ office.

This is an exciting role who will be responsible for the successful execution of product development projects. You will plan, coordinate and lead the execution of activities to ensure that the goals and objectives of the project are accomplished within the prescribed timeframe and funding parameters. This is a technical position and the candidate must have an engineering background in order to manage and contribute to the development of new products. The projects that will be managed include a mix of new product development, product line extensions, and sustaining engineering releases.

Essential Functions

• Must have the ability to implement multiple projects simultaneously outside technical area of expertise.
• Ability to balance electrical, mechanical, and software development issues at the system level
• Lead the execution of assigned product development programs in accordance with established processes and procedures.
• Lead and motivate cross-functional team performance toward the goal of completing projects according to the defined objectives.
• Develop detailed project work plans and schedules.
• Manage product requirements and traceability.
• Lead design review and risk management activities.
• Manage technical partners/ vendors supporting product development activities.
• Effectively utilize problem solving skills and techniques to identify potential issues, assess their impact, and develop and implement mitigation and resolution plans and activities.
• Employ excellent interpersonal, communication and negotiation skills with all levels of personnel and management.
• Prepare and/or manage the preparation of all required project documentation.
• Facilitate and coordinate project team meetings and management presentations as required.

Required/Preferred Education and Experience

• BS degree in Engineering required.
• Advanced degree preferred.
• 5+ years managing technical product development.
• Experience with medical device capital equipment development.
• 10+ years of experience as an engineer developing products, preferably in the medical device industry.
• PMP certification desired.

Knowledge, Skills and Abilities

• Knowledge of global standards and regulations for Design Controls, Risk Management, and Electrical Safety for Medical Devices.
• Demonstrated aptitude for successfully managing multiple projects, of varying complexity, within the specified guidelines, timeframes and budgets.
• Demonstrated understanding of electrical, mechanical, and software engineering practices at the system level.
• Experience with Scrum and Agile processes.
• Knowledge of fluid mechanics or past experience with ventilators/aspirators a plus.

The annual salary for this position is $150K-$160K. This position is eligible for an annual bonus in accordance with the company’s bonus plans. Benefits include medical, dental, vision, 401K, etc.

JOB SUMMARY

The Sr. Buyer is responsible for the end‑to‑end procurement of materials, components, and services required to support operational, production, and customer delivery needs. This role ensures timely and cost‑effective purchasing activities while maintaining strong supplier relationships and supporting overall supply chain performance. This position is a Hands-On role and requires a strong understanding of procurement processes, contract negotiation, and sourcing practices. The Buyer supports the Supply Chain Manager and collaborates cross‑functionally with operations, production planning, quality, and finance to ensure alignment, resolve supply issues, and drive continuous improvement.

Our Strategy and Purpose

• We provide technology and supply chain solutions for the design and manufacture of precise fluid handling components for diagnostic and analytical instruments.
• We improve patient outcomes by helping solve the world’s toughest diagnostic and analytical challenges.
• We will be the recognized leader in helping engineers, scientists, and doctors to solve the world’s toughest diagnostic and analytical challenges.
• We always act with intention and drive to achieve our purpose.
• Teamwork, collaboration, and diverse opinions make us stronger.
• We are unafraid to make timely decisions, and we empower our people to make decisions, execute them and move forward.
• We value people and take the initiative and hold themselves accountable.
• Challenging the status quo helps us grow. Look for and call out improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Issue and manage purchase orders in line with our MRP system, tracking their delivery performance and resolving supply issues.
• Maintain material flow through planning, forecasting and communication.
• Implement & maintain Kanban material management for our key customers, ensuring production readiness.
• Cross-Function collaboration, working closely with Operations, Production Planning, Quality, Finance, and others.
• Support alignment on forecast, material availability, and production needs.
• Providing effective and robust metrics on internal performance for production and supply chain performance.
• Where needed, working with global import and exports to ensure we receive our materials on time and in full.
• Leading sourcing and negotiation efforts for all materials, including critical or high‑value materials, components, and services.
• Developing and executing category strategies that support operational goals, cost reduction, and supplier performance improvement.
• Managing complex supplier relationships, including performance reviews, escalation handling, and long‑term partnership development.
• Reviewing inventory requirements, forecasting demand, and ensuring alignment with production schedules to maintain uninterrupted material flow.
• Supporting business continuity by evaluating alternative suppliers, assessing supply risk, and contributing to mitigation plans when disruptions occur.
• Leading cross‑functional initiatives to improve procurement processes, strengthen compliance, and support cost reduction and efficiency initiatives.
• Providing guidance, coaching, and oversight for team members to reinforce best practices and organizational standards.
• Create purchasing tickets for new supplier requests and contract requests.
• Collaborate with our client’s Procurement Services and Accounts Payable team to resolve general payment and invoicing concerns.
• Assist with researching and evaluating potential new vendors and suppliers.
• Work as directed by Manager.

EDUCATIONAL REQUIREMENTS, QUALIFICIATIONS, and TRAININGS

• Requires 5+ years of purchasing/supply chain experience in a manufacturing environment.
• Strong understanding of procurement processes, contract negotiation, and sourcing practices.
• In-depth working knowledge of MRP & ERP systems.
• Hands-on experience generating purchase orders and liaising with suppliers.
• Understanding of global import and export requirements, possessing the ability to communicate with the relevant authorities to ensure delivery.
• Cross-function collaboration through operations, planning, quality, and finance teams.
• Excellent organizational skills, while working to a high level of self-accountability.
• Excellent ability to communicate orally and in written English.
• Extensive experience in all aspects of key account management.
• Well-developed literacy, numeracy, and computer skills with a technical aptitude.
• Must have a strong background in sourcing new suppliers.
• Strong understanding of customer and market dynamics and requirements.
• This position requires up to 10% of travel.

COMPUTER AND SOFTWARE REQUIREMENTS

• Experience with Epicor is a plus.
• Microsoft: Office 365; SharePoint; Teams; Visio; and OneNote preferred.
• Ability to operate media equipment such as tablets, smartphones, and other electronic equipment.
• Ability to work with general office equipment.
• Ability to work with and understand databases is a must, and the ability to learn technical skills.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

• Shall have essential physical skills; be able to run, squat, stoop/bend, kneel, climb stairs, be able to lift at least 50 pounds (or ¼ own body weight).
• Shall have adequate vision, reading, writing, and documentation skills, and hearing to perform the essential functions of the job.
• Must have enough endurance to perform tasks over long periods of time.
• Will be engaged in speaking, sitting, walking, driving, listening, and in communicating both orally and in writing while performing his or her duties.
• Must be able to listen and respond to questions and instructions.

The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Arcmed is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

The above-noted job description is not intended to describe, in detail, the variety of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change, so, too, may the essential functions of this position.

The staff counsel office of Plymouth Rock Management Company of New Jersey located in Parsippany, Woodbridge, or Mt Laurel NJ seeks a full-time attorney with an insurance defense background to handle New Jersey No Fault PIP litigation.

The senior attorney would be responsible for handling New Jersey PIP cases filed in Forthright. The position would require the Attorney to conduct Examinations Under Oath and attend arbitrations. The candidate must be organized, a team player, and able to handle a high volume of files and virtual appearances.

RESPONSIBILITIES

• Handle all aspects of a high volume pending of 250 or more cases.
• Conduct Examinations Under Oath.
• Attend arbitrations.
• Prepare PIP arbitration submissions and upload same to Forthright.
• Input and maintain information into case management system and ensure data integrity.
• Provides legal research, legal advice and direction to Claims.
• Handle special projects as the need arises.

QUALIFICATIONS

• Fully licensed to practice law in New Jersey.
• New York Bar admission is a plus but not required.
• Possesses at five years’ relevant PIP experience.
• Possesses an ability to analyze arbitration assignments referred from Claims and prepare action plans that address legal issues and defenses.
• Possesses excellent knowledge of NJ No Fault Arbitration rules.
• Possesses an aptitude to work independently in making decisions, in file handling and communicating those decisions to the proper parties.
• Must be able to work in a paperless environment.
• Possesses strong computer skills with working knowledge of MS Word and Outlook.

SALARY RANGE

The pay range for this position is $115,000 to $162,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

PERKS & BENEFITS

• 4 weeks accrued paid time off, 8 paid national holidays per year, and 2 floating holidays
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Free onsite gym and health center at our Woodbridge Location
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement

ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

#LI-DNI

Pharmaceutical Hybrid Account Manager - Women’s Health

Are you Passionate about Women’s Health? Be part of a Hybrid Account Manager Team promoting Women's Health products.

ImpactBio continues to partner with Exeltis Pharmaceuticals to bring innovative solutions where there is a need for strategic account coverage. In this role, you will act as the primary customer contact within an assigned territory by creating demand and executing sales & marketing strategies in the promotion of key products in Exeltis’ Women’s Healthcare portfolio. You’ll be calling on OB/GYN’s and Family Practice accounts. The Hybrid Account Manager will spend much of their time utilizing virtual (phone-based) interactions while also spending one-week a month in the field making in–person calls on Super Target accounts.

We’re looking for Experienced Hybrid Account Managers who have successful pharmaceutical/biopharma virtual and field-based selling experience, flexibility to travel, possess strong communication skills and a results-driven mindset with proven sales ability. This Full-Time Position with ImpactBio offers an exciting, team-oriented environment where you can grow and excel.

Go to View Openings & Apply Here to view the job and apply.

Key Responsibilities

• Promote the Client product via calls and virtual meetings with prescribers and their staff.
• Utilizes knowledge, critical thinking, and dialogue skills to deliver meaningful customer experiences that result in satisfaction and loyalty.
• Anticipates, identifies, and appropriately addresses HCP and account objections, questions, and concerns, utilizing all appropriate resources and information, providing timely and effective solutions.
• Host virtual meetings to educate accounts on product usage and patient profiles.
• Meet or exceed daily and monthly call targets while efficiently managing administrative tasks.
• Maintain detailed records in the CRM system per company policy.
• Remain compliant with all company & FDA regulations and policies while carrying out responsibilities.
• Plans and schedules meetings and lunch programs at accounts for the week deployed in the field.
• Travels to Super Target accounts to educate on product usage and patient profiles.
• Meet or exceed sales target goals for territory.

What We Offer

• Competitive compensation commensurate with experience.
• Comprehensive Medical, Dental & Vision coverage
• Mileage reimbursement when traveling
• 401K plan with company match to support your future
• Corporate credit card
• Paid time off and holidays to help you recharge
• Training, mentorship, and career development opportunities.
• Bonus Program paid quarterly.
• Growth Opportunities: Join a team dedicated to professional success and meaningful impact.

Qualifications

• Bachelor’s degree.
• Minimum of 2 years of pharmaceutical/biopharma phone-based sales experience.
• Self-starter with the ability to work independently and adapt quickly.
• Women’s Health sales experience is plus.
• Strong digital communication and CRM proficiency.
• Excellent interpersonal, listening, and presentation skills.
• Organized, self-motivated, and able to manage a remote territory effectively.
• Proven track record of meeting or exceeding sales targets.
• Skilled in using phone and video technologies to build relationships.
• Ability for overnight travel one week per month to manage Super Targets in territory and / or attend conferences.
• Must possess a valid driver's license and maintain an acceptable driving record.

About Exeltis

Exeltis is an independent, family-owned women’s healthcare company passionately committed to serving patients, making a contribution to society and caring for the wellbeing of our employees. As a company, we offer an innovative portfolio, delivering unique solutions to real problems in women’s health. Our vision is of a world where women are empowered to lead their healthiest lives. By supporting women’s health at every stage of life, from fertility, healthy pregnancies, and contraception to menopause.

About ImpactBio

At ImpactBio, we launch and scale teams differently—and it shows. We’re trusted by top life sciences companies and known for our dedication to clients, employees, healthcare providers, and patients alike. Join us and be part of something that makes a real impact.

The annual base salary for this position ranges from $80 - $85k. The base salary range represents the anticipated low and high of the ImpactBio range for this position. Actual salary will vary based on various factors such as the geography, candidate’s qualifications, skills, competencies, and proficiency for the role.

Apply now:

View Openings & Apply Here

ImpactBio is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be considered.

We are looking for an administrative assistant and inside sales representative to handle day-to-day phone calls, appointment setting, customer emails and follow-ups, light bookkeeping, and routine paperwork for both of our businesses in the IT asset management and real estate spaces. Candidate must have strong organizational skills and maintain thorough documentation. Ability to conduct professional phone conversations and type properly punctuated, grammatically correct letters and emails is a must. Must be proficient with a computer and the use of current tools. Flexible part-time to full-time hours available Monday through Friday.

Starting pay of $18-20/hour, depending on experience

The Customer Service Supervisor is responsible for supervising the service department employees and processes at assigned branch locations, this includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function. This role will hold responsibility for exercising independent judgment in the direct supervision of Service Technicians and Customer Service Representatives. Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service CES metrics. Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members. Has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. Responsible for assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth. This is an onsite position that works at the Parsippany NJ office Monday - Friday.

The targeted pay range for this role is $75,000 - $90,000. The total compensation package for this position also includes applicable incentive compensation, such as an annual bonus. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, specific work geography, as well as internal equity and alignment with market data. As a member of the Pella Family of Brands, you will be eligible for company sponsored benefits that include healthcare, dental, vision, paid vacation, a generous 401(k) plan with company match, tuition assistance, 9 paid holidays, 20 paid vacation days, and much more.

Responsibilities/Accountabilities include the following but are not limited to:

• Ability to manage and support multiple teams/functions, including union and non-union team members.
• Responsible for the direct supervision of service department team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, attendance, performance, professional issues and payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group.
• Coach and mentor team while setting clear and timely expectations to ensure performance metrics and behaviors are met.
• Conducts regular one on one conversations as well as mid-year and year end performance evaluations to promote ongoing professional growth and development.
• Exhibits excellent verbal and written communications skills, organizational skills with attention to detail and the ability to provide support and develop team members to handle escalated issues professionally.
• Assists in the development and implementation of processes that ensure consistent and professional product service to all our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.
• Responsible for the identification, development and implementation of programs, policies and procedures which support total customer satisfaction, both internally and externally, where applicable in relation to this position. Identifies opportunities to update and improve customer experience procedures and makes recommendations to leadership.
• Establish and maintain a working knowledge of products, systems, processes, and resources to support a team of assigned customer experience representatives to ensure compliance with company guidelines and quality of service.
• Analyzes data to help determine potential future business needs.
• Provides input and may prepare initial budgetary proposals for assigned cost centers
• Demonstrates the ability to collect data, prepare reports and documents such as summaries and responses to frequently asked questions or concerns. Creates executable plans based on findings.
• Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
• Assists in evaluating and implementing new and creative ways to more efficiently provide product service to our customers. This includes initiating and supporting continuous improvement efforts throughout all areas of responsibility.
• Utilizes technologies relevant to creating logistical efficiency and continually searches for new ways to utilize technology in process improvement.
• Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.
• May serve as key member for company's Safety Program. Participate and facilitate meetings, design policies and procedures, enforce safety policies and procedures, conduct safety audit tours, provide accident analysis and trends, accident statistics and reports.
• Ensures proper credit is received from Pella Corporation and outside vendors for all warranty items.
• Manages a fleet of company service vehicles and their equipment.
• Responsible for managing all service parts, which includes maintaining the appropriate levels of service stock inventory.

Additional responsibilities:

• Daily timecard review, allocations and timely approval for hourly team members.
• Inputting of daily metrics.
• Inputting and communicating weekly/monthly metrics. This will require some metrics to be shared with other departments.
• Performing quarterly performance reviews with the team.
• Preparation of PowerPoint slides and presenting them at quarterly team meetings.
• Approving invoices in a timely manner.
• Approving expense reports.
• Ordering technician’s uniforms bi-annually.
• Managing the phone system to skill employees, monitoring CSR calls for quality assurance and shutting down the phones for holidays.
• Daily monitoring of pick tickets and dispatcher console route for efficiency, accuracy and last-minute changes.
• Blocking Salesforce dispatcher console calendars for time off requests and adding load time and holiday blocks.
• Monitoring and enforcing any active recalls on product.
• Scheduling opportunities for ongoing training opportunities for the service team members.
• Resolving customer escalations.
• Overseeing and enforcing quality alerts.
• Documenting notable behaviors of team members.

Skills/Knowledge:

• Must be able to develop a high-level understanding of all Pella products and their applications.
• Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.
• Demonstrates open communication and the ability to always maintain professionalism.
• Works collaboratively and creates a sense of trust and reliability with internal team and customers.
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, and willing to be available.
• Seeks out internal experts and utilizes their knowledge.
• Supports change and innovation within organization.
• Focused on details and follow through.
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelor’s degree from four-year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience. Previous experience in a supervisory role required.

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.

Computer Skills

Strong understanding of Microsoft Word, Excel, PowerPoint. Comfortable using Salesforce and can easily learn all internal ordering or product information systems and the various phone systems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Must be available to work evenings and weekend as necessary.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.