District Service Manager

Raymond West is committed to providing customers with end-to-end warehouse solutions, including lift trucks, racking, conveyor, dock and door, rentals, parts, and service.

Responsibilities

• Supervise staff in an assigned area: plan and assign projects/tasks, make hiring, separation, and disciplinary recommendations, and conduct performance evaluations.
• Ensure staff development and coordinate training programs for new and current staff.
• Provide leadership for assigned staff and manage employee timecards using the company’s Time and Attendance system.
• Manage operational activities within the IT Department, including developing, organizing, implementing, and overseeing programs, policies, and procedures.
• Ensure achievement of IT Department goals and render decisions on key department issues impacting overall service and performance.
• Provide input to senior leadership for annual budgets and prepare reports for IT Department’s senior leadership.
• Participate in company or department projects and ensure compliance with company policies.
• Work closely with other departments and communicate with all levels of employees, customers, and manufacturers both verbally and in writing.
• Maintain a professional attitude, correspond with vendors, and respond to inquiries in a timely manner.
• Manage and direct service operations to grow the service business in volume and profitability in accordance with established goals.
• Develop positive, long-term relationships with customers to capitalize on repeat business and retention.
• Manage operating costs and seek ways to improve operating methods, safety, procedures, and results.
• Maintain control of WIP/ADP Timecards/Paperless work orders (NFW) and oversee internal and external revenues.
• Monitor and document response time, first-time completion, and quality of work for each team member, including safety planning and enforcement.
• Assist Customer Care Managers and Technicians with accurate quoting and work with the Parts Department for continual improvement.
• Spend most of the working day in the field training, educating, and scheduling Team Leaders, Field Technicians, and Apprentice Technicians to ensure proficiency.
• Maintain compliance with manufacturers and Cal OSHA requirements.
• Assist CFPM account control, monitor renewal approval, and plan and schedule Scheduled Maintenance through the Fleet Analytics group.
• Direct customer interface, care, and resolution of service issues.
• Develop sound procedures for consistency throughout the department and carry the Service Vision to the team.
• Prepare annual and monthly financials and budgets for executive management approval.
• Establish operational procedures for the Service Department for management approval.
• Attend job fairs at local trade schools and colleges and interview apprentice and experienced technician candidates.

Requirements

• High school diploma.
• Highly preferred: 5 years of related industry experience, including supervisory duties, training, or customer service; or equivalent combination of education and experience.
• Excellent management, written, and verbal communication skills.
• Strong organizational and time management skills; ability to perform duties under minimal supervision.
• Proficient in Microsoft Office Suite and similar software.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees.
• Ability to maintain effective working relationships with employees, co-workers, and managers in other departments.
• Willingness to work off-hours and assume more responsibility as required.
• Ability to keep abreast of the latest technology, especially as it relates to service operations.
• Able to plan, organize, lead, and control assigned service department activities.
• Willingness to work out of town as needs dictate.
• Strong interpersonal, analytical, and reasoning abilities, as well as leadership and presentation skills.
• Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and Enterprise Resource Planning systems.
• Possess a current, valid, unrestricted Class C driver license with no more than the allowable number of points as determined by the insurance company.
• Must be able to be insured by Raymond West.

Travel

50% (20 hours a week) local travel required to visit customers and field technicians.

Physical Requirements

• Position is sedentary and desk-bound with prolonged periods of sitting at a desk and working on a computer.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• Occasionally required to lift and/or move up to 25 pounds.

Pay

The salary range for this position is $80,000 - $150,000. The specific pay offered may be influenced by factors such as relevant experience, education, and work location.

Benefits

• Medical, dental, and vision insurance.
• 401k with company match.
• Flexible spending accounts.
• Disability and life insurance.
• Personal time off and holiday pay.