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West Columbia

    Service Manager - West Columbia, United States - Blanchard Machinery

    Blanchard Machinery
    Blanchard Machinery West Columbia, United States

    2 weeks ago

    Default job background
    Description


    Service Manager



    Job Locations

    US-SC-West Columbia

    Job ID



    Category

    Product Support

    Type

    Full-Time



    Overview



    The Service Manager will manage and direct the day-to-day success of their department by scheduling work, communicating with customers, and directing the work of technicians with a focus on providing superior customer service and fostering a great work environment.

    Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

      Competitive Pay.
    • Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
    • Exposure to world-class CAT training and development.
    • A friendly and supportive work environment.
    • Continuous exposure to learning and new technologies
    • Opportunities for advancement



    Responsibilities

    • Contributes to a positive work environment and promotes the vision, mission and values of BMC.
    • Manage service operations and ensure profitability.
    • Oversee work group and ensure work is performed with company goals in mind.
    • Deal with customers, determine action needed, prioritize and implement corrective action.
    • Plan and act to grow the business.
    • Nurture and maintain the highest levels of customer satisfaction.
    • Nurture and maintain the highest levels of employee engagement.
    • Control expenditures to budget; monitor financial reports and required profit for total branch
    • Resolve customer complaints by taking prompt and appropriate action to maintain excellent customer relations; encourage associates to be fair, courteous, honest and appreciative for our customers' business
    • Control Shop & Field Service maintenance by daily monitoring and controlling labor and parts cost to meet required profit objectives
    • Ensure productive scheduling and dispatching of all service technicians to perform daily service/repairs
    • Monitor work order closings to ensure invoicing occurs within 5 days of last work activity on each job ; monitor all accounts checking for accuracy, completeness and ensuring timely processing and closing
    • Monitor all warranty work orders for proper administration of claims to manufacturer
    • Ensure all warranty and policy decisions are mutually fair to the customer, the manufacturer and the dealer
    • Adequately ensure offices, shops, vehicles, tools and other company property are properly maintained in a professional and safe manner to promote excellent customer service
    • Ensure compliance of corporate policies; monitor all phases of the department's operations, performance and customer satisfaction
    • Perform employee evaluations, and ensure proper administration of wages and salaries
    • Schedule all needed training classes for technicians
    • Prepare annual service department budget and objectives and capital expenditures requests
    • Provide technical assistance for service and parts departments when possible
    • Maintain managerial contact and support for technicians, resolving various problems and promoting customer contacts; participate in meetings to promote Caterpillar products
    • Coordinate with the sales department regarding any relevant developments
    • Assist sales department with special projects and technical problems when possible
    • Work with the various departments needed to maintain the service department:
    • Conduct informative department and branch meetings
    • Serve as primary liaison between parts, service and customer
    • Other duties as assigned



    Qualifications

    • High school diploma required, BS degree in business related field preferred.
    • Previous supervisory experience preferred.
    • Experience in the diesel or construction equipment field preferred.
    • Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
    • Ability to adapt to changing priorities; meets deadlines and works well under pressure.
    • Must possess a customer centric mindset along with the ability to build strong relationships.
    • Excellent interpersonal, written and oral communication skills.
    • Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
    • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
    • Ability to learn and navigate new software quickly.
    • Personal commitment to continuous improvement and service excellence.
    • Ability to work independently with limited supervision.

    Working Conditions

    • The physical environment requires the employee to work inside throughout the year.
    • Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
    • Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
    • Use of computer and other forms of technology to complete job responsibilities.
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