Service Manager

Service Manager# Service ManagerMt Pleasant, MI 48858## DescriptionBuilding strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.**Key Responsibilities**1. Store Operations: Use the metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by: * Ensuring all SROs, SSBs, Warranty Claims, and Invoices are processed correctly and in a timely manner. * Ensuring Spudnik Aftersales Standard Operating Procedures are being followed. * Maintaining the cleanliness and organization of the Store to expected levels. * Reviewing and approving SROs for accuracy to ensure correct billing, parts usage, and reasonable hours have been recorded. * Overseeing scheduling and dispatching of Service Technicians.2. Employees: Manage Service personnel in all stages of employment by: * Hiring top talent. * Ensuring employees receive the training and equipment needed to be successful in supporting customers in-store and in-field. * Ensuring all Technicians understand and follow safety protocols. * Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development. * Resolving major performance issues through disciplinary actions, and terminations as needed.3. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by: * Being available and approachable so all Customers feel they can bring up questions and concerns. * Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times. * Proactively working with Customers to understand their equipment needs and then meet those needs through Machine Checks, maintenance advice, and upgrade options. * Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.4. Grow the Business: Actively promote and increase Service Work in the area by: * Increasing the number post-season and pre-season machine checks so customers become accustomed to this service. * Marketing new upgrade kits, and other products and programs.5. Dealers: Support the Store’s assigned Dealer by: * Maintaining a broad awareness of machine population and Technician capability in the Dealer’s area, and supporting as needed to ensure a positive customer experience.* + Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe. + Other duties and responsibilities may be assigned as necessary.## Qualifications* Experience managing field service or mechanical repair teams.* Strong understanding of agricultural or industrial equipment.* Excellent scheduling, time management, and prioritization skills.* Strong customer service and communication skills.* Knowledge of service documentation and warranty processes.* Ability to train and enforce safety procedures.* Familiarity with service management software.* Prolonged periods of sitting or standing at a desk and working on a computer.* Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties. #J-18808-Ljbffr