187.167-082 - MANAGER, CUSTOMER SERVICES (business ser.; retail trade) - DOT Dictionary of Occupational Titles Job Description

CODE: 187.167-082

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TITLE(s): MANAGER, CUSTOMER SERVICES (business ser.; retail trade)

Directs and coordinates customer service activities of establishment to install, service, maintain, and repair durable goods, such as machines, equipment, major appliances, or other items sold, leased, or rented with service contract or warranty: Reviews customer requests for service to ascertain cause for service request, type of malfunction, and customer address. Determines staff hours, number of personnel, and parts and equipment required for service call, utilizing knowledge of product, typical malfunctions, and service procedures and practices. Prepares schedules for service personnel, assigns personnel to routes or to specific repair and maintenance work according to workers' knowledge, experience, and repair capabilities on specific types of products. Arranges for transportation of machines and equipment to customer's location for installation or from customer's location to shop for repairs that cannot be performed on premises. Keeps records of work hours and parts utilized and work performed for each service call. Requisitions replacement parts and supplies. May contact service personnel over radio-telephone to obtain or give information and directions regarding service or installation activities.
GOE: 05.10.02 STRENGTH: L GED: R4 M4 L4 SVP: 8 DLU: 77
ONET CROSSWALK: 19999D Customer Service and Service Establishment Managers

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CODE: 187.167-082 Buy the DOT: Download
TITLE(s): MANAGER, CUSTOMER SERVICES (business ser.; retail trade)

Directs and coordinates customer service activities of establishment to install, service, maintain, and repair durable goods, such as machines, equipment, major appliances, or other items sold, leased, or rented with service contract or warranty: Reviews customer requests for service to ascertain cause for service request, type of malfunction, and customer address. Determines staff hours, number of personnel, and parts and equipment required for service call, utilizing knowledge of product, typical malfunctions, and service procedures and practices. Prepares schedules for service personnel, assigns personnel to routes or to specific repair and maintenance work according to workers' knowledge, experience, and repair capabilities on specific types of products. Arranges for transportation of machines and equipment to customer's location for installation or from customer's location to shop for repairs that cannot be performed on premises. Keeps records of work hours and parts utilized and work performed for each service call. Requisitions replacement parts and supplies. May contact service personnel over radio-telephone to obtain or give information and directions regarding service or installation activities.
GOE: 05.10.02 STRENGTH: L GED: R4 M4 L4 SVP: 8 DLU: 77
ONET CROSSWALK: 19999D Customer Service and Service Establishment Managers