Service Manager

JOB SUMMARY: The (Greensboro) service manager is responsible for the development and administration of an effective service operation. The position requires a team player that can build positive relationships with co-workers and customers . Supervises and coordinates activities of the service technicians to ensure that all activities meet the tests and standards of the mission, vision, values and is completed in an efficient, safe and profitable manner. Specific responsibilities are the hiring, training, and monitoring the performance of the technical service team. Additional responsibilities include setting up resident service capabilities as directed by the President.

ESSENTIAL RESPONSIBILITIES: Directly supervises the service technicians in the service department. Carries out supervisory responsibilities in accordance with Company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

• Responsible for implementing programs that meet or exceed company expectations in the areas of revenue growth, customer/employee retention and profit margins.
• Assist is the establishment of remote field technicians for new areas and establishment of branch service operations as directed by the President including the design of scope of work, facilities and equipment, work rules, monitor performance, ensure compliance to all company and OSHA rules.
• Manage road and shop service repairs for all facilities
• Organize and administer service department workload and personnel to ensure customer satisfaction.
• Insure the efficient flow of all service related paperwork, timely and accurate billing of all repairs and timely and accurate submission of warranty documentation
• Recruit, interview, hire, train and maintain a staff of highly effective service technicians through ongoing training and continuous evaluation.
• Assist technicians in technical problems and troubleshooting.
• Assisting in the disciplinary or promotional recommendations required for all service personnel.
• Responsible for insuring OSHA (Occupational Safety & Health Act) standards and company safety policies are complied with at all times.
• Interprets company policies to technicians, drivers and enforces safety regulations.
• Analyzes and resolves work problems or assists technicians in solving work problems.
• Initiates or suggests plans to motivate workers to achieve work goals.
• Responsible to effectively manage the work in process.
• Responsible to effectively manage the technician efficiency.
• Promote revenue growth through service contracts to new and existing customers.
• Administer the warranty program for the company. Be familiar with factory procedures to keep company in compliance.
• Maintain clean and safe work environments. Coordinate all necessary facility maintenance and safety programs to comply with established standards
• Ensure the accountability and serviceability of all company service equipment, tools and vehicles.
• Responsible for the maintenance and safe operation of vans and over the road equipment.
• Establish and maintain high standards of quality service.
• Participate in resolving to customer and company satisfaction any customer complaints.
• Coordinate service operations with all other departments, Parts, Rental, Sales and Trucking to achieve company goals and maintain customer satisfaction.
• Responsible for the research and evaluation of all current and potential products used in the maintenance and upkeep of all customers’ equipment.
• Oversee service operations for all remote locations.
• Coordinate all factory training opportunities
• Work with factory personnel and company IT staff to insure all technicians maintain current software programs on their laptops for diagnosis.
• Responsible for reporting unusual or extraordinary circumstances regarding customer usage of equipment of employee behavior or activities.
• Responsible for maintaining the required property uniform and insuring a professional appearance and attitude for all service, custodial and grounds personnel and equipment at all times.
• Responsible for consistent, courteous, efficient response at all times.
• Responsible for thorough knowledge of management company policies.
• Responsible for seeking educational opportunities and self-improvement for personal growth and development.
• When using a company vehicle, you are responsible for the safe operation of the vehicle and to follow all traffic laws. Company vehicles are to be used for company business only.
• Any traffic violations, citations, fines, related to driver’s actions are the responsibility of the employee to pay as ordered when operating a company vehicle or personal vehicle on company business.
• Our insurance carrier conducts annual driver record screening. You must meet the qualifications and be insurable by our insurance carrier to operate a company vehicle or a private vehicle while conducting company business.

JT

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