SERVICE MANAGER (33389)

About the role

Manages the day-to-day service operations at the local level (service support team and technicians will report directly to this individual). Will be required to assemble and lead a high-performing, customer-focused team. Ensures that his/her people work as a team to provide a hassle-free experience for our customers. Effectively drives change within his/her organization to ensure one consistent way of doing business with other Equipment Depot locations. Achieves business objectives (as measured by Key Performance Indicators) by improving the skills and professionalism within our service operation. Improving the efficiency of his/her service organization will be a key responsibility.

Responsibilities

• Communicates and promotes the Equipment Depot vision and mission within their team.
• Is a positive role model; inspires and motivates others to perform at a higher level.
• Treats others with respect.
• Ensures that his/her team performs with a positive attitude and a great sense of urgency in order to exceed customer expectations.
• Will earn the trust and respect of people both within and outside his/her organization.
• Ensures that service KPIs (relating to efficiency, productivity, and customer satisfaction) are consistently met.
• Handles disciplinary issues involving personnel if/when they occur.
• Works with Operations Manager to develop and implement short- and long-term strategic plans, objectives and goals for each location under his/her responsibility, along with a plan of action about how to achieve them.
• Handles customer requests, concerns, and complaints in a prompt and professional manner.
• Completes performance reviews as/when required for everyone within his/her organization.
• Works with Operations Manager to identify trends within the organization or business environment and develop plans to address them.
• Manages wage administration for direct reports.
• Provides feedback and recognition for reports in job functions.
• Assists in the recruiting and development of his/her service organization including training assessments of the service support team.
• Assists in the implementation and use of the Service Automation system.
• Presents and maintains a professional image/manner in performing the role.

Qualifications

• Good communication, leadership and team-building skills.
• Proven problem-solving ability.
• Adept at conflict resolution.
• Ability to prioritize and manage time-sensitive deadlines.
• Basic technical knowledge of industrial equipment (IC vs. Electric, etc.).
• Preferably has prior experience in leading a service team.
• Has the ability (or can learn) to interpret and understand financial statements and budgeting/forecasting.
• Can develop, manage, motivate, and lead a diverse workforce.
• Ability to manage individuals at off-site locations, while coordinating their roles and activities to meet customer needs and be in line with the centralized effort.
• Ability to communicate across all functional groups and geographic locations (“One Equipment Depot” mindset).
• Education: Minimum high school diploma; preferred college education or equivalent working experience in the aftermarket service environment.
• Experience: Prefer at least 2 years of proven hands-on management experience.
• Computer Skills: Basic knowledge of computer operation and ability to use Microsoft Office products such as Word and Excel.
• Strong organizational, communication, and conflict resolution skills.
• Ability to facilitate change.
• Training experience.

Work Environment

Work environment varies from office to job site to industrial locations.