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    Service Manager - Omaha, United States - Manitowoc

    Manitowoc
    Manitowoc Omaha, United States

    4 weeks ago

    Default job background
    Description
    The Service Manager is responsible for managing the customer interface side of Aspen's service department. This includes coordinating the quoting, invoicing, and scheduling of service work.

    The Service Manager will be involved in quoting major projects and leading the scheduling of maintenance, repair, rebuild and warranty of completed equipment.

    Responsibilities will also include managing the Service Writer staff.

    This position will be located at the Omaha, NE branch for Aspen Equipment and reports to the Branch Manager.


    ESSENTIAL JOB FUNCTIONS:
    Department Management


    • Manage the Service Support department - Responsible for Service Writers
    • Train and manage employees to provide excellent customer service
    • Provide scheduled feedback sessions for all direct reports
    • Continue to find new ways to increase revenue from new and existing customers
    • Maximize work order profitability
    • Make sure completed jobs are invoiced in a timely manner
    • Lead efforts to find and capture new customers
    • Ensure maximum manufacturer warranty recuperation rate
    • Identify opportunities and implement changes to improve departmental efficiencies and profitability
    • Lead a cross-functional team including Service Writers and Service Shop Foreman in maintaining the service production schedule
    Service Writer for Larger/Strategic Projects


    • Estimate/quote request for future work: a) obtain list of parts needed, from Service Mechanic, b) obtain labor requirements from Service Foreman and c) create quotation on computer
    • Follow up on work already performed: answer questions as requested, reschedule if unit must return to our shop, inform foreman if problem exists
    • Informational request: provide answers if possible, offer to schedule, assist with technical request as possible, refer to foremen if needed
    Schedule Customer Service (Service Writer)


    • Complete MOF's in e-Emphasys to track new and used equipment and customers
    • Schedule work in dispatch, based on available Service Mechanics
    • Schedule Field Service Mechanics
    • Discuss job with Service Mechanic, estimate/quote request for work if required by customer: a) obtain list of parts needed from Service Mechanic, b) obtain labor requirements from Service Foreman and c) create quotation on computer
    • Lead daily scheduling meeting
    Other duties as assigned.


    JOB REQUIREMENTS:

    • High School Diploma or equivalent required.
    • Minimum of five (5) years of experience in heavy construction equipment or commercial truck industry and supervising personnel strongly preferred.
    • Experience in service writing and production scheduling required.
    • Successful experience in a customer support environment
    • Strong attention to detail
    • Excellent verbal and written communication skills
    • Excellent interpersonal skills
    • Effective time management and organizational skills
    • Work independently as well as in a team environment
    • Analytical and problem-solving skills
    • Maintain confidentiality
    • Handle multiple projects simultaneously within established time constraints
    • Proficient computer skills, including experience with Microsoft Office Suite
    • Perform under strong demands in a fast-paced environment
    • Display empathy, understanding and patience with employees and external customers
    • Mechanical design and/or practical experience in hydraulics, structural or mechanical layout preferred
    • High level of

    Mechanical Aptitude:
    Ability to understand fundamentals of mechanical systems as related to the commercial truck industry


    HEALTH & SAFETY REQUIREMENTS:

    • Perform job functions in a safe manner.
    • Wear all Personal Protective Equipment (P.P.E.) required by Company policy for the job being performed.
    • Know and follow established job specific and facility wide safety and health procedures and rules.
    • Actively participate in safety and health training and demonstrate competency based on training received.
    • Bring safety and health issues, unsafe acts, and safety suggestions to management's attention or correct those you can.

    WORKING CONDITIONS:


    The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    This position will be located in a combination shop and office environment, with considerable exposure to elements such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors and/or loud noises.

    While performing the duties of this job, the employees is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.

    There is frequent lifting and/or moving of up to 50 pounds.

    Specific vision abilities required by this job include close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus.

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