- Ensure customer communications, customer relations and customer service is the top priority.
- Applies experience and judgment in the interpretation and application of direction established by senior management.
- Oversees all work including field service to ensure work is completed to customer's satisfaction.
- Good understanding of financial principles relative to service operations
- Possess strong managerial and organizational skills with the drive to set and achieve quarterly goals
- Update VP of Product Support weekly on service activities including potential problem areas
- Drive customer sales with inspections of all machines with recommendations to client of other required work
- Provide technical advice, advise customers of estimated repairs, costs and expected completion of work.
- Advises management of any recommendations for improvements
- Ensure all work orders (internal & external), are charged out in a timely, profitable manner.
- Call customers personally to advise if a service job is going to fall behind schedule and continue to give updates
- Maintain and produce accurate records of discussions or correspondence with customers, vendors and associates.
- Sees that shop and field work orders are properly handled, that proper entries are made concerning time and overtime and that parts and equipment used are accounted for.
- Supervises the quality of work performed and sees that standards of performance are maintained
- Ensure that any service is followed up with satisfaction phone call and review any negative feedback with the VP of Product Support on a weekly basis.
- Sees that a proper library of manuals, service bulletins, instructions and references for mechanics, equipment and service operations is maintained and properly used.
- Notifies the status and current progress of jobs for the sales and rental department, along with activity updates to management.
- Work with customers to resolve any complaints/issues.
- Recruit, interview and hire any new Service Technicians as needed.
- Mentor existing staff and drive a spirit of respect, cooperation and teamwork.
- Develop and monitor ongoing training and retention programs for existing technicians.
- Develop and implement processes and procedures to improve operational efficiency.
- Maintain a safe and compliant working environment.
- Ensure company assets are maintained for optimum reliability, safety, while controlling costs.
- Work closely with the parts department on delivery, pricing, and returns.
- Work closely with the sales and rental department to provide technical and repair support.
- Maintain current and valid logs, registrations, licenses for all service vehicles and rental equipment.
- Complete annual reviews of assigned employees
- Participate in company events and team building exercises
- Participate in any manufacture off-site training with travel required on an as needed basis.
- Previous Aggregate and Heavy Equipment experience preferred
- Experience with Heavy Construction and Heavy Equipment such as Excavators, Bulldozers, Loaders, Compactors, and Pavers
- High School diploma; Trade School (2 yr degree) preferred
- 3 to 5 years practical experience as a Field or Shop Technician or Supervisor
- Continuing education with verifiable credits from Manufacturer's technical schools or training programs
- Must be able to successfully hold certifications for MSHA, First Aid/ CPR, etc.
- Proficient in the use of basic office equipment, including PC's, business software, network applications, and internet based business portals.
- High School diploma; Trade School (2 yr. degree) preferred
- 3 to 5 years practical/managerial experience in the Heavy Equipment Industry.
- Previous supervisory experience Preferred.
- Compensation is commensurate with experience.
- This position requires sitting, stooping, kneeling, pushing, climbing, moving and reaching overhead and working overhead.
- Ability to lift up to 60 lbs. and work inside and outdoors in various climate and temperatures.
- This position is exposed to work near moving mechanical parts, electrical systems, hazardous materials, fumes, airborne particles and moderate noise levels. Appropriate PPE gear must be worn as required.
- To perform this job successfully, an individual must be proficient utilizing computers including Microsoft Windows, Microsoft Office Suite, Microsoft Internet Explorer and general laptop or desktop computer use.
- Advanced technical software application understanding with relevant industry experience.
- Must have valid Driver's License to operate company vehicles.
- Must complete MSHA, First Aid, and CPR certifications as required.
- Must complete in-service training as required including continuing education with verifiable credits from Manufacturer's technical schools or organizational training programs.
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Description
Job Title:
Service Manager
Department:
Service
Reports To:
VP of Product Support
FLSA Status:
Exempt
Position Purpose:
Oversees all aspects of the branch Service Department both internally and field.
As the direct point of contact for both internal and external customers, the Service Manager is responsible for directing and supervising the daily activities of the shop & field service staff, with the goal of ensuring the highest customer satisfaction through timely and accurate completion of repair and maintenance work orders.
Essential Job Functions:
Qualifications:
Supervisory Responsibilities:
Responsible for hiring/termination, performance appraisals, corrective action of all assigned Service personnel including, but not limited to: Field Service Technicians, Shop Coordinator, Shop Technicians, and Service Writers.
Education and/or Experience:
Physical Demands:
Work Environment:
Computer Skills:
Certificates, Licenses, Registrations:
