Service Manager

Job Description

Job Description

With 100 years of success, Nixon Power Services is the world’s largest distributor of Kohler Power generators. We operate in an environment where flexibility and a willingness to take on new responsibilities keeps things interesting! We value team members who are passionate, down to earth and have a “can do” attitude, and enjoy providing premium services to customers. 

We are currently looking for a highly motivated individual to join the team as a Service Manager  in our Charlotte, NC location. We are looking for a self-driven, results-oriented leader with a positive outlook and a clear focus on high quality customer service. The ideal candidate will be able to lead, motivate, and influence a team of Coordinators as well as work with cross functional leaders to grow our business profitability. 

What you’ll be doing: 

• Improve the department’s financial performance through increased productivity, and inventory and equipment management.
• Help develop, implement. and maintain consistent department productivity processes and procedures that drive revenue growth, increase gross margin, and decrease expenses. 
• Assist with business plan and annual budget development.
• Manage and maintain mobile fleet and equipment.
• Lead and grow a team of coordinators, collaborating cross-functionally with stakeholders and other teams within the company.
• Develop talent through effective hiring, mentoring, development, and coaching.
• Assign work, schedule, and supervise customer service manager, technicians, and customer service advisors.
• Promote and lead the branch safety program, including participation on branch risk performance committee.
• Organize and optimize preventive maintenance (PM) and quoted service.
• Working with the Customer Service Manager, increase efficiency of PM schedules by analyzing geography, multi-work order trips, priority, technician skills, equipment and parts requirements and other resources.
• Open, issue, track, and close service work orders.
• Perform quality and safety audits in the field.
• Conduct warranty actions and filings to internal Warranty Administrator.
• Manage field service reports (FSRs) and their appropriate follow-up.
• Supervise proper usage, flow, and disposition of FSRs.
• Review FSRs for proper completion of customer service and equipment data, performed work, follow-up requirements, warranty applicability, parts and material usage documentation, time and mileage information, and customer signature and closure.
• Direct all billing instruction submission and job completion action.
• Other duties as assigned. 
  
  
  

What we’re looking for: 

• Associate’s degree in business administration or related field required, bachelor’s degree preferred. 
• Minimum 4-5 years of experience in power generation industry preferred. 
• 4-5 years of experience in a leadership position required. 
• Experience with Crystal Reports or Great Plains Dynamics applications preferred.
• Strong ability to lead, persuade, motivate, and influence others.
• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.
• Excellent communication skills, both written and verbal.
• Strong organizational skills.
• Proficient in Microsoft Suite of programs.
• Excellent customer service skills.
• Ability to learn quickly and teach others complex data and process and control tasks.