Branch Service Manager - Utility | Truck | Crane

About the role

Oversees the daily operations of the Service Department on a profitable basis, ensuring 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. Manages the Service Department in such a manner that both the company and its customers receive the maximum return on their investment.

Responsibilities

• 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 organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees
• Controls all expenses, warranty and CSA costs
• 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 within the same day
• 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: Inspires and empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable and challenging goals. Builds 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: Demonstrates support for innovation and for 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. 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
• Stress Management: Keeps functioning effectively when under pressure and maintains self-control in the face of hostility or provocation. Remains calm under stress. Can effectively handle several problems or tasks at once. Controls response when criticized, or provoked

Qualifications

• High School diploma or GED
• 7 or more years of experience
• Valid driver's license
• Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers

Preferred Qualifications

• 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

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
• Updating of Knowledge: Job requirements occasionally change requiring re-training to stay current every 3-5 years

Physical Demands

Frequently (3-6 hours/day): Standing, Sitting, Walking

Occasionally (up to 3 hours/day): Climbing, Balancing, Stooping, Kneeling, Crouching, Crawling, Reaching, Feeling, Fingering, Grasping, Repetitive Motion, Talking, Hearing, Pushing/Pulling/Lifting up to 25 lbs, Pushing/Pulling/Lifting 26-50 lbs, Pushing/Pulling/Lifting Over 50 lbs

Environmental Conditions

Constantly (6-8 hours/day): Inside conditions - Protection from weather but not necessarily from temperature change

Occasionally (up to 3 hours/day): Outside environmental conditions, Extreme cold (temperatures below 32 degrees for periods of more than one hour), Extreme heat (temperatures above 100 degrees for periods of more than one hour), Noise sufficient to cause the worker to shout to be heard above the ambient noise level, Vibration, Hazards (including proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals), Atmospheric conditions (fumes, odors, dust, mists, gases or poor ventilation), Oils (air and/or skin exposure to oils and other cutting fluids), Air particulates/contaminants (worker is required to wear respirator)