Branch Service Manager - Power Systems
About the role
Ensures that all team members conduct all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations.
Wears and enforces wearing proper personal protective equipment.
Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
Responsibilities
- Interviews, hires, and trains employees;
- Plans, assigns, and directs work;
- Applies performance appraisals;
- Reward and discipline employees;
- Controls all expenses, warranty and CSA costs;
- Oversees the daily operations of the Service Department on a profitable basis;
- Ensures daily communication standards are upheld between service personnel and all internal or external customers;
- Works together with Product Support Group and New Machine Sales to ensure the highest level of customer satisfaction is achieved;
- Maintains a clean, orderly facility that harbors safe operation and adheres to Ring Power's standards;
- Offers the best product support to the customer;
- Maintains customer relations by assuring timely and accurate quoting of repairs, notifying customers of additional repairs or changes in work status, addressing complaints and resolving withing the same day;
- Manages the Service Department in such a manner that both the company and it's customers receive the maximum return on their investment;
- Performs other duties as assigned.
Essential Job Competencies
- Safety: Fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace.
Job Specific Skills
- Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources.
- Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace.
Coaching and Mentoring
- Empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable and challenging goals.
- Buils productive relationships with team members, conveying confidence and expressing genuine appreciation for team member contributions.
- Explains to team members the importance of the work they do.
Managing Change
- Supports innovation and organizational changes needed to improve the organization's effectiveness.
- Helps individuals and groups manage the anxiety associated with significant change.
- Establishes processes to manage the orderly implementation of change.
Communication
- Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood.
- Uses feedback to verify effective and accurate communication has occurred.
- Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.
Interpersonal Skill
- Anticipates, notices, and understands concerns of others, involving them in a process or decision to ensure their support.
- Develops and maintains positive relationships.
- Considerate and discreet in handling challenging, awkward or tense interpersonal situations, focusing on issues and interests instead of people or positions.
- Knows when to escalate critical issues when unsuccessful in gaining support.
Planning and Organizing
- Creates realistic schedules and follows them.
- Evaluates progress against schedule and goal.
- Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action steps.
- Anticipates the impacts / risks of actions.
- Sets up processes to manage the orderly implementation of change.
- Seeks and uses others' input about critical actions, timelines, sequencing, scope, methodology, expected outcomes, and priorities.
- Adjusts plans based on input.
Results Oriented
- Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations.
- Remains focused, does not get bogged down in unnecessary detail.
- Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events.
- Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work.
Credibility
- Demonstrated concern to be responsible, reliable, and trustworthy.
- Maintains commitments.
- Respects the confidentiality of information or concerns shared by others.
- Is honest and forthright with people.
- Takes personal responsibility for the quality and timeliness of work.
- Punctual, follows instructions, policies, and procedures.
Education and Experience
Formal Education: High School diploma or GED
Experience: 7 or more years Required / Credentials: Valid drivers license
Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers.
Not Required But Highly Desired: Criteria: Proficient in the use of a computer, Microsoft Office products and relevant Dealer software programs. Experienced in effectively communicating with groups of people. Has technical knowledge of products represented by the company Prior leadership experience in a similar work environment. Has safety OSHA and/or MSHA certifications and prior experience being accountable for safety in some capacity in a similar work environment. Updating of Knowledge: Job requirements occasionally change requiring re-training to stay current every 3-5 years.
Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness: Problem Solving: Job requires complex problem solving ability with little guidance. Independent research and analysis are sometimes required to develop solutions. Creativity: Job requires some creativity to generate solutions or improve effectiveness within well-established boundaries. Autonomy: Job is regularly monitored to determine outcomes. Assignments allow some discretion in decision making and setting priorities within well-established parameters.
Working Environment
Stress Load: Regular exposure to these stresses (20-80% of the time).
Workload Fluctuation: Job frequently involves changes in priorities, complexity and/or quantity of work.
Work Schedule: Work is typically performed during regular business hours with occasional requirements to work nights, holidays and weekends.
Organizational Impact
A person's performance in this job has significant immediate impact on expense, efficiencies or achievement of overall department and company objectives.
Supervisory Responsibility
Job involves leadership within a department / area, responsible for one or more subordinate Supervisors or Managers.
Physical Demands
O Climbing
O Balancing
O Stooping
O Kneeling
O Crouching
O Crawling
O Reaching
F Standing
F Sitting
F Walking
O Feeling
O Fingering
O Grasping
O Repetitive Motion
O Talking
C Hearing
O Pushing - Up to 25 lbs.
O Pulling - Up to 25 lbs.
O Lifting - Up to 25 lbs.
O Pushing - 26-50 lbs
O Pulling - 26-50 lbs.
O Lifting - 26-50 lbs.
O Pushing - Over 50 lbs.
O Pulling - Over 50 lbs.
O Lifting - Over 50 lbs.
Environmental Conditions
O Outside environmental conditions
O Extreme cold
O Extreme heat
O Noise sufficient noise to cause the worker to shout to be heard above the ambient noise level
O Vibration Exposure to oscillating movements of the extremities of whole body
O Hazards Includes a variety of physical conditions (i.e. proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals)
O Atmospheric conditions
F Fumes, odors, dust, mists, gases or poor ventilation
O Oils
O Air particulates / contaminants the worker is required to wear respirator