Service Manager - Lift Truck

Service Manager

The Service Manager is responsible for leading branch Service Department to provide a high level of employee and customer experience while achieving safety, financial, and operational targets. Duties include mentoring and leading service supervisors and technicians, maintaining customer relationships, providing technical assistance, service call research and review, facility maintenance and capital requests, shop tooling maintenance and inspections, collaborating with internal support teams, and other duties not specified.

Essential Responsibilities and Expectations

• Lead service supervisors and technicians by assisting with safe job procedures, using proper repair guidelines, helping with parts issues, maintaining field service trucks, assisting with tooling needs.
• Conduct performance reviews timely and accurately.
• Ensure standard jobs for shop and field repairs are being followed and service quotations are being generated and communicated to customers on a regular cadence.
• Review WIP weekly to ensure work orders are being invoiced accurately and timely.
• Conduct monthly financial and operational reviews with leadership team.
• Audit service calls and financial statements as necessary.
• Visit critical customers to build relationships and solve performance issues with sales department.
• Lead the weekly branch meeting.
• Manage workload capacity, assist with budgeting inputs to make sure the correct number of technicians are available to support customer needs.
• Effectively communicate with internal personnel to address customer needs.

Qualifications

Education

High school diploma or the equivalent required.

Experience

• Experience as a service technician, service supervisor, service support supervisor, and/or understanding heavy equipment repairs is required for this position.
• Using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
• Must possess or demonstrate the ability to quickly acquire the following required Skills and Competencies.

Skills and Competencies

• Telephone / verbal / written communication skills
• Heavy equipment technical skills
• Organizational skills
• Microsoft Office Suite
• Microsoft AX2012

Job Training

• Microsoft Word and Excel - basic and intermediate
• Business communication skills training
• Leadership training
• OSHA & MSHA required training
• Compliance training

Safety Summary

Working Conditions

• Work is normally performed in a Service Department shop office or shop environment.
• Exposure to physical risk and variable weather conditions is associated with this position.
• Standing on hard surfaces for extended periods of time is often required.

Physical Requirements

• Speaking, Listening, Writing
• Grasping, Stooping, Kneeling, Climbing
• Lifting up to 75 lbs

Job Hazards

• Tripping, slipping, falling
• Strains due to lifting
• Overexertion due to stress and fatigue
• Repetitive hand motion (computer work)
• Back and neck strain

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.