Service Manager

Service Manager

Rapid City, SD, US

As the Service Manager, you'll oversee the Heavy equipment service department by tracking job progress, resolving customer concerns, leading the team, and managing schedules. If you have a passion for customer service and relevant experience, check out the job description below and apply today!

We offer a generous retirement plan with 10% guaranteed and up to 5% discretionary provided by the company annually once eligibility is met with no minimum required contributions out of your pocket. This is your opportunity to grow professionally with an industry-leading equipment provider with a 70+ year presence in the marketplace!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles customer related service functions such as job scheduling, job progress, warranty issues, etc.

• Maintains a high level of customer satisfaction.

• Oversees and assists scheduling work in service area in an effective manner that allows for the best use of the available space and the best service for our customers.

• Supervises service associates including employee relations issues, performance reviews, training needs, disciplinary action and termination.

• Develop business plans and goals to include staffing needs, tools and equipment, and service promotion strategies.

• Monitor Key Performance Indicators and other available reports and adjust business plan and procedures/processes as appropriate.

• Handles customer related service functions such as job scheduling, job progress, warranty issues, etc.

• Handles documentation and resolution of Goodwill claims with manufacturers.

• Determines needs relating to special tooling, equipment, vehicles, and work hours, etc.

• Interviews and hires personnel for service department.

• Maintains a safe, clean, neat and orderly work environment.

• Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up.

• Resolving customer disputes to ensure fair value for the customer and company.

• Reviews work orders and ensure timeliness of completion and accuracy.

• Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc.

• Regularly review JHA’s, review company wide safety incidents with the team to pass on lessons learned, enforce safety policies, etc.

• Works within and promotes vision, mission, and values of BMC.

• Performs other duties as assigned.

Supervisory Duties:

• Manages all service department personnel.

• Organizes, communicates, and delegates responsibilities and priorities to ensure the successful operation of the department

• Provides regular and timely feedback that recognizes employee performance, motivating employees and promoting self-development

• Communicates with and coaches employees on assignments, providing technical expertise as needed.

• Selects, trains and develops employees consistent with department/division goals, providing coaching on career development

Qualifications:

• Excellent customer service skills

• Good oral and written communication skills

• Computer knowledge

• Must have good leadership, detail and organizational skills.

• Ability and willingness to work flexible hours

• Mechanical experience with the product lines we represent preferred.

• Completion of Lead Yourself for internal candidates is preferred.

• Two-year degree or equivalent experience and training preferred.

• Prior supervisory experience or Service Management Training preferred.

• Must possess a clean driving record

As a family business for three generations, we currently employ over 900 associates in 20 locations throughout North Dakota, South Dakota, Montana, and Nebraska. We are looking for self-motivated, forward-thinking individuals to join us in our continued success. If you desire to start your career with our team, here are some things we offer within our full benefits package:

• 10% Annual Retirement Employer Contribution, with an Additional 5% Discretionary Employer Contribution

• Health Insurance – 3 plan options

• Health Savings Account – Employer contribution up to $1,300/year

• Dependent Care Flex Spending Account

• Dental Insurance – 2 plan options

• Vision Insurance

• Basic Life/AD&D and Supplemental Life Insurance

• Employer paid Short-Term Disability Coverage – 60% of base pay/salary

• Long-Term Disability Coverage

• Maternity / Paternity Benefits

• Holidays

• Paid Time Off (PTO)

• 401(K) Plan

• Employee Assistance Program (EAP) – including Health Coaching

• SmartDollar – employer paid financial planning program

• Legal Shield/ID Shield products

• Voluntary Benefit options - Cancer Insurance/Accident/Hospitalization

EOE/Vet/Disability