Service Manager

Job Description

Job Description

Basic Qualifications

Experience: Minimum 5 years in automotive/truck equipment installation, repair, automotive/truck equipment customer service, or equivalent years of closely related field experience. 

Skill(s):

• Strong ability to troubleshoot hydraulic, electrical, and truck equipment issues.
• Demonstrates familiarity with Curry Supply product lines to enable effective and efficient equipment repairs. 
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of customers, senior managers, and sales managers.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or fellow employees.
• Ability to write service summary reports. Ability to effectively present information and respond to questions from customers and sales managers.
• Ability to respond to common inquiries or complaints from customers. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 

Working conditions: Ability to stand, sit, bend, reach and climb; lift items weighing 40 lbs. or less; and work at elevated heights or in confined spaces.

Education/Training: Automotive Service Excellence (ASE) Certification, Manufacturer Training, or other Automotive training. 

General Responsibilities

This position will support Curry Supply’s continued expansion within the Service and Warranty department. This role is a key position responsible for providing excellent customer service through listening to problem descriptions, determining the service needed, and preparing repair orders. Estimate repair cost and seek customer permission to do the work. Advise customers on available services. This position falls under the company's safety-sensitive category. Successful candidates must comply with all company safety policies and procedures, including a zero-tolerance drug and alcohol policy and are subject to pre-employment, random, post-incident, and reasonable suspicion drug and alcohol testing.

Essential Duties

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Addresses customer complaints immediately and according to Curry Supply guidelines.
• Exercise discretion and independent judgement on matters of significance such as pricing authority, ability to decide if something is covered under warranty or not. 
• Possesses proficient computer skills to include ERP systems, Salesforce, and Microsoft Office (Word, Excel, and Outlook).
• Advises customers about necessary service for routine maintenance.
• Helps to identify a mechanical, hydraulic, or electrical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommends corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost, and labor estimates for service.
• Completes a brief written description of the customer’s concern regarding the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Provides a complete and accurate written cost estimate for labor and parts.
• Obtains customer's approval on repair order; provides customer with a copy.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus, and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Manages telephone inquiries regarding appointments and work in process.
• Maintains a professional appearance.
• Keeps work area clean.
• Other tasks as assigned.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the company’s compliance with all regulatory requirements.
• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate personnel.
• Responds to inquiries relating to his/her area, or to requests from customers, other personnel, etc., within given time frames and within established policy.

Ancillary Duties

• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Compensation details: 30-36 Hourly Wage

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