Manager, Service

Briggs Industrial Solutions

At Briggs Industrial Solutions, our team members and our culture are just as important to the company as serving our customers. We believe our team members are the key to our success and we pride ourselves in hiring the highest quality people, placing emphasis on safety, ethics, integrity and respect. We are an ESOP-owned company with a customer-first focus. We realize the decisions we make about investments and operating practices ultimately affect the lives of our co-workers, families and business partners. And like those who went before us, every one of us takes that responsibility seriously. Businesses: Briggs Equipment, Briggs Earth & Ag, Briggs Truck & Rail, Briggs Warehouse Solutions Mission Statement: Keep business moving by being proactive, accessible, knowledgeable and above all else safe. Value Proposition: We are an ESOP-owned company with a customer-first focus. Our solutions experts help keep your business moving by being proactive, accessible, knowledgeable and safe. Values: Balance, Respect, Integrity, Growth, Grit, Safety Competitive benefits: 401(k), Educational Assistance, Employee Assistance Program (EAP), Employee Stock Ownership Program (ESOP), Hands On and Virtual Training, Paid Holidays, Paid Time Off Simply stated, Briggs team members strive to do the right thing by exceeding the expectations of each other, our customers and our community.

Position Purpose

The Manager, Service provides the vision, direction and support to ensure customer satisfaction while maintaining company profitability through defined empowerment and supervision of the Service Department and its team members. Ensure a safe working environment through partnership with General Manager and Director, Environmental Health & Safety to report such issues. Ensures all Briggs Industrial Solutions standards are adhered to and executed consistent with company direction.

Principal Responsibilities and Duties

1. Manage the strategic direction of the branch Service Department, while providing leadership to all branch Service Team Members, to include the service department financial performance (P&L), training, safety, department processes, customer services & pricing, vendor products/systems and equipment awareness
2. Lead safety meetings, ensure near miss reporting policy compliance and partner with the Safety Department to investigate safety incidents
3. Coach and develop direct reports on employee relation issues, to manage customer orders and repairs, ensure proper job openings, quote completion, job changes, closing and invoicing
4. Motivate the Service Department to perform at a high level and ensure accountability of them to include quality and efficiency
5. Monitor & manage the selection, hiring, development, training and new hire procedures
6. Manage the communication and relationships with customers by building trust and ensuring customer satisfaction through regular customer visits with an added focus on top 10 service accounts
7. Practice positive customer conflict resolution strategies to mutually benefit the Company & Customer
8. Serve as liaison between the Company, its customers, and manufacturers, in problem resolution while maintaining profitability
9. Manage and maintain a fleet of road service and delivery vehicles for maximum performance and controlled expense
10. Represent the Service Department's brand and gain additional Service revenue through support of Account Managers
11. Provide fleet management support by managing expenses for external customers and the Company to ensure maximum profitability
12. Manage department needs associated with maintaining supplies, uniforms, tooling needs, building maintenance, and equipment, within budgeted guidelines and as demands are presented
13. Performs other duties as assigned

Minimum Qualifications

Basic Knowledge & Competencies:

• Knowledge of business and management principles
• Ability to develop direct reports through coaching and reinforcement (Hard Skills/Soft Skills)
• Mechanical aptitude and technical knowledge preferred
• Excellent verbal and written communication skills are required for this position
• Excellent intrapersonal, customer service, math, reading comprehension and problem solving skills
• Proficient with Microsoft Outlook, PowerPoint, Excel, and Word

Previous Experience/Education:

• Bachelor's Degree or equivalent experience preferred
• High School Diploma or G.E.D. required
• 2+ years working experience in forklift repair or related industry preferred
• Management or supervisory experience preferred

Physical Requirements

• Standing, walking, lifting, twisting and bending on a frequent basis
• Ability to lift up to 40 pounds