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Dalton

    service manager - Dalton, United States - Bailey's General Store

    Bailey's General Store
    Bailey's General Store Dalton, United States

    2 weeks ago

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    Description

    SERVICE MANAGER

    Description The Service Manager is responsible for all employees at their branch, and directly manages parts, service, and rental at their location. Teamwork is key, as clear communication and collaboration with General Managers, Executives, Parts Managers, and Direct Reports is required to achieve branch and company-wide goals.

    **ESSENTIAL DUTIES AND RESPONSIBILITIES**

    a) Human Resources and Hiring

    Responsible for creating and maintaining a professional culture and atmosphere that leads to strong performance and employee retention

    Works with the HR Department to ensure that all HR procedures are followed at the branch, including immediate, clear documentation of incidents and concerns with appropriate disciplinary action as necessary

    Completes annual employee reviews of Parts Managers, PSSRs, Mechanics, and any other Direct Reports and examines and discusses all employee reviews with the General Manager

    Works to hire a diverse, high performing staff

    b) Internal Communication and Teamwork

    Communicates professionally and timely with other Service Managers, GMs, Executives, Corporate, Parts Managers, and Direct Reports and ensures that all Direct and Indirect reports do the same

    Understands the role of everyone at The Bailey Company and ensures that everyone in their region understands their role and related expectations

    Reports regularly to the General Manager about performance at the branch including communicating any issues that arise in the branch immediately

    Participates in all Service Manager meetings

    Communicates Corporate and Human Resources information to branch employees

    c) External Communication

    Communicates professionally and timely with all suppliers, vendors, customers, etc. and ensures that all Direct and Indirect Reports do the same

    Understands the roles and responsibilities of The Bailey Company in relation to suppliers, vendors, and customers, while upholding expectations on both ends

    d) Service

    Directly manages Mechanics, PSSRs, Parts Managers, and other Service Department Staff at their branch while indirectly managing Parts Department staff through the Parts Managers

    Works on service account pricing and plans with General Managers and PSSRs

    Reviews performance reports monthly with the General Manager and Parts Manager and develops game plans for improving any Service Department shortfalls with the management team

    Visits customers as needed

    Reviews RTGM04 and other service reports

    f) Parts

    Directly manages Parts Managers, Parts Personnel, and PSSRs

    Reviews PSSR performance and call reports through the CRM

    Reviews performance reports monthly with Parts Department and develops a game plan for improving any Parts Department shortfalls with the management team

    g) Rental

    Directly manages the Rental Department

    Reviews performance reports monthly with the General Manager and develops a game plan for improving Rental Department performance with the management team

    Reviews RTL006 and other rental reports

    h) Safety

    Works with the Safety Director, General Managers, and mechanics to make sure that the Safety Plan and all safety protocols are followed to prevent incident

    Attends and helps lead safety meetings

    Ensures that safety incidents are handled properly, including documentation, reporting, training, and discipline

    i) Training

    Ensures that all employees are up to date with all required training, and responsible for identifying any additional training needs in the region

    Serves as a liaison between General Managers, Executives, and the Training Director to improve and maximize the Bailey Company and/or our suppliers training programs

    j) Technology

    Ensures 100% adoption of the CRM by PSSRs, Service Logistics by the mechanics, and Payroll Software by all employees at the branch

    The Service Manager must be fully versed in the CRM, Service Logistics, and the required HR functions of the Payroll Software

    Responsible for the quality and frequency of training for their direct reports (Parts Managers, PSSRs, Mechanics, etc.)

    Helps develop annual meeting programs and other training events for their direct reports

    k) Sustainability

    Responsible for achieving the Bailey Companys environmental goals (zero waste, solar energy, etc.) at their branch(es).

    l) Corporate and Admin

    Has a solid understanding of The Bailey Companys administrative and financial systems

    m) Additional Duties and Special Projects

    Handles other duties and special projects as assigned

    Requirements The individual in this position should be responsible, proactive, personable, a problem solver, reliable, a team player, ethical, intelligent, a leader, and able to adapt to the forces around him/hercustomers, suppliers, department employees, co-workers, and manufacturers employees. A Service Manager must be as comfortable managing other people as they are reporting to the General Manager.

    **EDUCATION/TRAINING/EXPERIENCE**

    College degree (required, masters preferred)

    10+ years experience in sales and/or service

    **SKILLS AND ABILITIES**

    Excellent interpersonal and customer/employee relations skills

    Strong leadership, management, and sales skills

    Great communication skills (written and verbal)

    Solid knowledge of the computer systems in use in the dealership

    Willingness to learn new technology

    Working knowledge of office equipment operations

    Highly motivated

    Knowledgeable about our equipment and the market

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