Assistant Service Manager

Job Description

Reports to Service Mgr for all job responsibilities.

• Interprets and implements Service Department policies and procedures as specified by the company management.
• Ensures that sufficient work is processed to maintain a high level of retail work and that proper measures are taken to achieve goals set.
• Takes customer calls for field and shop work; accepts jobs brought in for repair to the shop, and dispatches all Field Servicemen – as needed.
• Provides direction and leadership required to achieve professional technical services at profitability and quality standards.
• Supervises the quality of work performed and ensures that standards of performance are maintained. Conducts discussions with customers, supports the integrity and reputation of the company as applied to equipment and Service Department responsibilities.
• Keeps the Sales Department and management informed of progress.
• Conducts regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills, and to encourage co-worker participation and personal growth.
• Maintains performance standards and measurements (reviews with Product Support Manager on a monthly basis).
• Develops and maintains all service efficiency and management reports and reporting methods.
• Observes service personnel in repair circumstances and provides coaching necessary to develop diagnostic, safety, clean, efficient, and effective high-quality work.
• Supervises all direct reports and provides guidance required for them to reach both their corporate and personal goals.
• See that shop tickets and work-orders are properly handled, that proper entries are made concerning time and overtime, and that parts and equipment used are accounted for correctly.
• Ensures that sublet repairs are properly scheduled, completed, and that the cost and payment associated with such work are in order.
• Ensures that necessary shop tools and equipment are available and maintained in good order. That new machines and machines going out on demo are clean and in 'ready-to-go' condition. That follow-up service is conducted as required and in line with factory warranty.
• Affords assistance to the Safety Director in ensuring compliance with all safety guidelines set forth by OSHA:
• See that co-workers are informed about safety rules and have proper safety equipment.
• See that CEC's safety rules are enforced and keep a safe working area. This includes keeping all equipment in a safe usable condition.
• Document all accidents and ensure that injured parties get proper care at prescribed clinics or hospitals.
• Continuously monitors the progress of the department and individuals in the service department as it relates to quality and profit goals.
• Identifies deviations from the plan and recommends and/or takes corrective action – informing local Product Support Manager and/or VP-PS as deemed necessary.
• Handles all customer complaints in a friendly and pleasing manner and reports any conditions to management, other department heads, or senior management, as the case may deem necessary. Negotiates settlements within reasonable limits.
• Maintains a neat and orderly office and shop area – a regular 'housekeeping program' should be in place to ensure a clean and very well organized service department.
• Works closely with the Sales and Parts Departments giving special attention to customer satisfaction.
• Maintains proper records, submits required reports, checks customer credit, and other administrative details as required by management.
• Oversees the repair of all Service Department trucks and equipment.
• Furnishes all necessary information and cooperates with Warranty Manager in regard to service reports, product reports, and related documents required by each manufacturer CEC represents.
• Collaborates with Warranty Manager and/or Rental Manager the inspection of new equipment, as needed.
• Prepares and/or assists in preparing repair estimates for customers or prepares appraisals for Sales Department on possible trade-in units.
• Reviews work-in-process or exception reports for all jobs not billed; ensures that jobs are closed from shop office each day. Follow-ups are to be sure jobs are returned to the service office for final closing.
• Audits customer and internal billings for accuracy and fairness.

Secondary Job Duties

• Performs any other duties as assigned by management or local Product Support Manager.