SERVICE MANAGER

Job Description

Job Description

Position summary: Manages the functions of a branch service department.

General Purpose: To provide excellent service support to our customers (external and internal) and grow our service revenues.

Role qualifications:

• Must partner with management team to ensure we are meeting regional and corporate goals.
• Must maintain systems and controls to ensure service processes flow appropriately.
• Must ensure we maintain good customer and vendor relationships in line with business strategy.
• Must partner with parts, sales, and rental departments to service customers.

Position responsibilities:

• Maintain high customer satisfaction.
• Meet and exceed profit objectives.
• Partner with GM or CFO in creating the annual service department budget.
• Closely monitor and manage TM&R and Rental fleets to meet budget and customer expectations.
• Properly manage new truck warranty function.
• Development and supervision of branch service staff.
• Ensure all employees’ annual reviews are properly conducted in a timely manner.
• Hold monthly department meetings to keep key staff current on hot issues and keep lines of communication open.
• Hold quarterly tech meetings.
• Participate in other management meetings as scheduled.
• Partner with parts manager to ensure good working relationship between parts and service departments.
• Assist field sales reps with customer calls/visits, and/or help with service solutions for our customers.
• Work with Corp Tech Training to train and develop technicians’ skillsets.
• Ensure all service jobs are quoted properly and completed on time.
• Ensure completed jobs are billed immediately, that “days to bill” meet our goals.
• Ensure company service fleet is maintained properly.
• Participate in or attend relevant trade shows.
• Observe employee safety habits and work environment at every opportunity.
• Work with marketing on any sales specials.
• Handle any projects assigned by executive management.

Essential skills and experience:

• Leadership: Demonstrated ability to lead people and get results through others
• Management: ability to organize and manage multiple priorities
• Planning: ability to think ahead and plan over a one-to-two year time span
• Good interpersonal, presentation, and communication skills
• Excellent knowledge of industrial powered equipment and our industry with at least 5 years in a service environment and at least two years in a supervisory capacity.
• Strong computer proficiency – emphasis on Microsoft Excel, Word, Power Point
• Must have valid operator’s license for powered industrial equipment.
• Commitment to company vision and mission

Nonessential skills and experience:

• Bachelor’s degree in business
• Experience in all aspects of our business
• Awareness of lean business principles

Reporting to this position: Service supervisory staff,

Physical demands and work environment: The physical demands and work environment characteristics 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 with disabilities to perform the essential functions:

• Physical demands: Employee is required to frequently stand, sit, walk, talk, listen. Employee is required to occasionally use hands to finger, handle, or feel objects, tools, or controls, including computer, and other office equipment and use feet to operate machinery. Employee must occasionally lift and/or move up to 30 pounds. Occasional climbing, balancing, stooping, kneeling, crouching, and/or crawling. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment: The noise level in the work environment is usually moderate; however, while performing the duties of this job, the employee is exposed to noisier shop environments and may be exposed to unusual environments at customer sites. When performing duties of this job, it is a requirement to wear Personal Protective Equipment whenever appropriate.

We are an Affirmative Action/Equal Opportunity Employer and will give all qualified applicants consideration for employment without regard to race, color, religion, sex (including pregnancy and related medical conditions, gender identity, and sexual orientation), age, national origin, disability status, genetic information, veteran or military status, or any other characteristic protected by law. All job offers are contingent upon satisfactory drug screen and driving record results.

Our mission is to move, store, and power the world more efficiently. You’re part of a team that is connected like family and committed to making an impact.

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