Service Manager

Description

Stowers Machinery is proud to expand from East Tennessee into Southern Florida through the opening of Coastal Construction Equipment, LLC , the region's CAT Compact Equipment Dealer. This expansion strengthens our ability to provide customers with exceptional sales, rental, parts, and service support.

Don't miss the opportunity to join our team during this exciting period of growth and help build the future of our Southern Florida operation.

Position Scope:

The Service Manager position is responsible for directing and coordinating customer service activities by conferring with customers and representatives to evaluate and maintain good customer relations, servicing accounts in a timely manner, resolving complaints and ensuring effective communications. The individual in this role also develops and grows business through the management of service to achieve targeted sales and gross profit margins, while monitoring and controlling service expenses to ensure income is maintained at the highest possible percentage.

As a Service Manager, you will be working in a dynamic and fast-paced environment that requires a high level of organization and interpersonal skills. The role will involve overseeing a team of service professionals, ensuring exceptional service delivery, and managing both internal and external customer relationships.

Requirements

Knowledge and Skill Requirements:

• Responsible problem solver, capable of proactively addressing challenges and adapting to the needs of customers, suppliers, and employees.
• Works collaboratively with colleagues, while also being an ethical leader who inspires confidence and respect among their team.
• Experience in managing and developing other people while also providing detailed reports to upper management.
• Excellent interpersonal and customer relations skills, fostering a positive experience for both employees and customers alike.
• Strong leadership and management skills are crucial, as this role involves overseeing multiple teams and ensuring they meet performance and sales targets.
• Effective written and verbal communication is a must for interacting with internal teams and external customers, ensuring clarity and understanding in all exchanges.
• The ideal Service Manager will exhibit a strong desire to learn new technologies and integrate them into daily operations to improve service and efficiency.
• A working knowledge of office equipment operations is necessary to streamline administrative tasks and support the overall functioning of the service department.
• Highly motivated and driven by the goal of meeting and exceeding company objectives, with a strong understanding of the company’s equipment and market trends.

Preferred Qualification(s):

• Previous Caterpillar Experience
• Experience with compact construction equipment
• Experience with rental stores and service
• Background in service operations and comprehensive knowledge of heavy equipment repair procedures and applications preferred.

Education Requirements:

• 4 Year bachelor's degree in business, or Technical degree, or comparable industry experience, related field of study

Essential Job Functions:

Internal Communication and Teamwork (other GMs, Corporate)

• Communicate and collaborate professionally and timely with other Service Managers, GMs, Executives, Corporate, Parts Managers, and direct reports. Ensure that all direct and indirect reports do the same.
• Ensure company expectations are effectively communicated and met.
• Report regularly to management on performance at the branch. Communicate with any issues that arise in the branch immediately.
• Participate in all Service Manager meetings.
• Communicate corporate and Human Resources updates and initiatives to branch employees.

External Communication (Suppliers, Vendors, Customers, etc.)

• Communicate professionally and timely with all suppliers, vendors, customers, etc. Ensure all direct and indirect reports do the same.
• Understand the roles and responsibilities of Stowers in relation to suppliers, vendors, and customers, while upholding expectations on both ends.

Service

• Directly manage Technicians and other Service Department staff at their branch.
• Manage service account pricing and plans with General Managers and Product Support Representatives.
• Review performance reports monthly with the General Manager and Parts Manager. Develop strategic initiatives for improving any Service Department shortfalls with the management team.
• Visit customers as needed.

Parts

• Review performance and call reports through CRM.
• Review performance reports monthly with parts personnel and develop strategic initiatives for improving any Parts Department shortfalls with the management team.

Rental

• Review performance reports monthly with the General Manager and develop strategic initiatives for improving Rental Department performance with the management team.

Safety

• Work with the Safety Manger, General Managers, Executives, and technicians to ensure safety plans and all safety protocols are followed to prevent incidents.
• Attend and help lead safety meetings.
• Ensure safety incidents are handled properly, including documentation, reporting, training, and discipline.
• Must administer all company safety policies and training according to established procedures along with ensuring conformance to company policies and best practices.

Training & Technology

• Ensure all employees are up to date with all the required training, and responsible for identifying any additional training needs in the region.
• Serve as a liaison between General Managers, Executives, and the Training Director to improve and maximize Stowers and/or our supplier’s training programs.
• Ensure adoption of the CRM by Product Support team, service logistics by the mechanics, and payroll software by all service employees at the branch.
• The Operations Manager must be fully versed in CRM, Service Logistics, and the required HR functions of the payroll software.
• Responsible for the quality and frequency of training for their direct reports (Mechanics, Direct Reports, etc.)
• Help develop annual meeting programs and other training events for their direct reports.
• A clear understanding of Stowers’ administrative and financial systems is required.

Leadership & Team Management

• Provide strategic direction, mentorship, and coaching to team members.
• Foster a positive, inclusive, and high-performing work environment that leads to employee retention.
• Set clear goals and expectations, regularly evaluate performance, and provide constructive feedback.
• Identify development opportunities and support employees in their professional growth.
• Lead by example, demonstrating integrity, accountability, and a commitment to excellence.
• Work with the HR Department to ensure that all HR procedures are followed at the branch, including immediate, clear documentation of incidents and concerns with appropriate disciplinary action as necessary.
• Complete annual employee reviews of Mechanics and any other Direct Reports. Examines and discusses all employee reviews with the General Manager.
• Address conflicts or challenges proactively to maintain a productive work environment.

Physical and Mental Requirements:

• Sit and stand for long periods of time
• Manual dexterity to operate a computer and other office machines
• Clear and understandable speaking voice for the purposes of telephone communication
• Ability to lift objects up to 50 pounds
• Stoop, kneel, or crouch
• Correctable vision and hearing

Work Environment:

The environment is collaborative, and you will work closely with cross-functional teams such as operations, sales, and support. Flexibility and adaptability are key as you may need to address emerging issues and balance multiple priorities. The workplace fosters a customer-focused culture, where excellence in service quality is a primary objective.In addition to managerial responsibilities, the role also involves a hands-on aspect, where you may be required to turn wrenches or work directly on equipment, troubleshooting, repairing, and ensuring proper maintenance. This technical involvement ensures that you remain connected to the operational side of service delivery and has a direct impact on the quality of service provided to customers.

Expect regular interaction with senior leadership, vendors, and clients, often requiring you to manage and resolve conflicts or service disruptions. The role demands effective communication skills, both verbal and written, to liaise between stakeholders at various levels. While this is primarily an office-based role, travel to customer sites, service locations, or other relevant areas will be required. You will also have access to various digital tools and systems designed to streamline service operations.

Personal protective equipment must be worn in areas as required. Although the work usually is not considered inherently dangerous, employees must be careful while performing onsite services.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.

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