Service Manager

Duties & Responsibilities

• Adheres to and follows all applicable and required safety standards and procedures, at all times.
• Complies with all corporate policies and ensures compliance by his/her direct reports.
• Works closely with other departments to coordinate and schedule work (sales, parts).
• Prioritizes, manages and measures work to assign jobs to technicians.
• Interacts and communicates with customers with a focus on providing excellent customer service.
• Utilizes business systems and data to operate within budget, meeting standards for flat rates, bids and estimates.
• Manages operations to ensure profitability by reviewing daily labor and parts costs, productivity and keeping rework costs to a minimum.
• Makes sure all warranty work is properly administered to the manufacturer, checking for accuracy, completeness and ensuring timely processing and closing within 5 days of last work activity.
• Ensures all warranty and policy decisions are mutually fair to the customer, the manufacturer and the dealer.
• Checks for proper maintenance of offices, shops, vehicles, tools and other company property to promote safety and excellent customer service.
• Prepares annual service department budget, by setting objectives and planning capital expenditures requests.
• Sets clear expectations for all direct reports and instills accountability through regular coaching to ensure expectations are met.
• Counsels and coaches team members to improve their performance.
• Conducts regular team meetings and places an emphasis on team communication.
• Actively works to develop skills, both personally and for the team by recommending and scheduling training.
• Conducts performance reviews, both informal and formal (annual review).

Qualifications

• A high school diploma and 3+ years experience as a service technician, required.
• A BS degree in business related field, previous supervisory experience and/or experience in the diesel or construction equipment field, preferred.
• Ability to demonstrate excellent interpersonal and communication skills to oversee, motivate, direct, train, and evaluate people.
• Exhibits a high level of verbal and written communication skills.
• Has technical knowledge of CAT machine components and systems in order to troubleshoot problems and train others.
• Able to organize jobs into a logical operational sequence and provide leadership to assigned technicians.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Able to work with all levels of employees, management and customers in a positive, professional and effective way.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Able to adapt to changing priorities; meets deadlines and works well under pressure.
• Able to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Able to work independently with limited supervision.
• Must possess a valid driver’s license with no more than 2 violations in the past 3 years.

Working Conditions & Physical Requirements

• The physical environment requires the employee to work primarily inside (may not be climate controlled) throughout the day.
• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Required to use a computer to perform daily duties.
• Shift work, weekends and/or 24-hour call may be required.