Head of Client Support Services

Service Manager
Position Type: Full Time Job Shift: Day Education Level: Associate Degree Travel Percentage: Less than 5% Category: Management
Position Title: Service Manager Department: Service Reports to: Service Director Vermeer Great Plains – 100% EMPLOYEE-OWNED COMPANY An authorized distributor for Vermeer equipment in Kansas, Oklahoma, and Western Missouri with five branch locations across the region. A 100% employee-owned company, we provide dedicated sales, rentals, parts, and service support for customers in the tree care, landscaping, wood waste, organic recycling, underground construction, and mining industries.
The Service Manager will efficiently manage and direct all aspects of the Service Department operations in a courteous and cordial manner, ensuring customer satisfaction and maximum efficiency for the business. The Service Manager will coordinate activities and cooperate with other departments of the business to best serve the needs of the customer.

ESSENTIAL PERFORMANCE RESPONSIBILITIES:

Oversee the scheduling of all service work and assign to the technicians
Oversee and understand the repair lifecycle to ensure satisfaction for the customers
Hire and train Service Technicians and Admin
Oversee the charge out of all service tickets, including: customer, internal and warranty work in a timely manner
Work with sales staff on prompt and cost-effective reconditioning of used equipment
Control expenses of Service Department while maintaining productive services for our customers
Drive the Service Admin meeting to update all customers with open workorders
Visit top 3 customers per month
Conduct monthly service P&L meetings
Conduct and/or participate in regular Service team meetings and weekly Store/AR meetings
Ensure Service SOPs are being implemented
Stay current with the latest trends and developments within your field and industry by continuing your education with Factory Service Schools, VGP Service Schools, Individual Development Plans, etc.
Follow all safety rules and regulations while performing work assignments and adheres to all policies and procedures as specified in Employee Handbook
Measure of success determined by established company guidelines, including but not limited to repairs completed, ability to complete repairs, time required to complete repairs, feedback from customers and teammates, ability to take guidance and direction from Manager professionally, and execute upon such feedback.
Strong PC proficiency with MS Windows and MS Office Suite; IntelliDealer and Paycom a plus
High degree of customer service to both internal and external customers
Mechanical/technical aptitude with excellent problem-solving skills and attention to detail
Ability to operate industrial equipment; including forklift, overhead hoist, etc.
Strong working knowledge of equipment operations and mechanical functions
Strong ability to adapt to the people and environment around them - customers, suppliers, co-workers and manufacturer's employees
Ability to conduct yourself in a professional, ethical and reliable manner with minimal supervision
Must be able to work overtime and/or weekends as needed
Associate degree in Applied Science, Diesel Mechanics, Diesel Technology, or related field, and 7 years of progressive Technician and/or equivalent Service leadership experience in the heavy equipment, industrial equipment or automotive industry; Background check, pre-employment drug testing and clean driving record required