Service Manager

About the role

Manages and directs all aspects of the Service Department in a manner which ensures maximum benefits and profitability to the company. Coordinates, motivates, and develops service department staff in effective and efficient operation.

Responsibilities

• Schedule all service work and assignments for technicians.
• Oversee work to insure satisfaction for the customers.
• Advise customers of repairs and estimated cost of their repairs.
• Charge out all service tickets, customer, internal and warranty in a timely profitable manner.
• Maintain clean and orderly shop area at all times and lot with correct placement of machinery.
• Maintain and keep current the service library manuals and bulletins.
• Train service technicians and assist when needed.
• Control expenses of service department while maintaining services for customers.
• Prepare and follow a sales and operating budget.
• Conduct regular service department meetings.
• Administer warranty claim procedures for all machines sold.
• Establish and maintain filing and storage system for warranty parts so any warranty necessary for return is on hand.
• Prepare and update service technician records, i.e. recovery rates.
• Attend any company, store and community functions that will benefit the dealership.
• Strive for innovative improvements that can be incorporated into existing practices.
• Provide programs to insure the productivity of each employee and to upgrade capabilities.
• Insure that employees are cross-trained to ensure adequate coverage for all positions.
• Insure that new machines and machines going out on a demonstration are clean and in ready to go condition; that follow-up service is conducted and required.
• Work closely with the parts personnel to insure parts required are available.
• Maintains knowledge of regulations and compliance as it related to USDOT, OSHA, EPA, and EEOC/ADA.
• Maintain a safe working environment and adhere to company safety program at all times.
• Perform other duties as assigned.

Customer Service Responsibilities

• Ensure every customer is satisfied with the products, services and support of all staff.
• Resolve customers concerns efficiently and effectively.
• Promote a positive attitude at all times.
• Maintain a professional appearance and demeanor.
• Exhibit Birkey's high level of customer service on a daily basis.
• Acknowledge appreciation of clients and customers.