Service Manager

About the role

Schedule and coordinate the activities of all technicians in their assigned department. Ensure that the operation focuses upon quality, reliability, efficiency, and customer satisfaction.

Responsibilities

• Serve as the prime liaison between the Service Department, the customer, and other departments on matters pertaining to technician operations and business from the general public.
• Establish job priorities and schedule daily job assignments for each mechanic.
• Provide close job follow using radio and telephone to revise schedules and assignments in order to maximize customer service.
• Maintain a work-in-process follow system on all jobs and advise customers of delays, rescheduling, and status on work-in-process jobs.
• Provide job status reports weekly.
• Ensure that customer credit policies are maintained; check customer credit limits and confer with Credit Manager when necessary; coordinate COD activities with Service Accountant; ensure that all COD jobs are collected on a daily basis.
• Review all time cards, service reports, purchase orders, expense vouchers, and work order job closing summaries for legibility, accuracy, and completeness before timely work order closing.
• Coordinate parts needs for mechanics and provide appropriate parts back order follow with the appropriate Parts Department personnel; expedite all unusual parts requirements.
• Research customer complaints and provide work justification material in order to maintain customer goodwill; alert Service Manager of unusual customer problems; effect appropriate settlements or solutions.
• Provide technical assistance for mechanics; coordinate complex technical problems or factory contacts through the Company Technical Communicator; manage Caterpillar technical literature and Product Bulletins.
• Maintain a high standard of cleanliness and orderliness for the Service office, trucks, literature, and appropriate parts drop-off and pick-up areas.
• Conduct monthly meetings for all assigned employees to share new or pertinent technical information and provide a setting where employees may discuss concerns, make suggestions, and share work experiences.
• Appraise the performance of assigned individuals in accordance with Company policy and report results.
• Report, in writing, all significant major account activity on the day of occurrence.
• Promote among technicians the need for good customer relations, safe work practices, and efficient operating procedures; ensure that they consistently produce work that is done in a neat and craftsman-like manner.
• Perform other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities.

Requirements

• Four-year college graduate preferably in business management with 6 years mechanical and service management experience with at least two years management/supervisor experience.
• OR two-year technical school graduate with approximately 8 years similar experience with at least three years as a supervisor.
• Must have 5 years of work experience in hydraulics.

Skills

• Computer Skills: Intermediate level PC skills, especially with MS Excel, Access, and Word.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Frequently required to sit.
• Frequently lift, carry, push, pull and/or otherwise move up to 25 pounds.
• Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Depending on site location, may be exposed to moving mechanical parts and equipment.
• Occasionally exposed to high, precarious places; fumes or airborne particles; outside weather conditions; and vibration.
• Occasionally exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat; and risk of electrical shock.
• Noise level in some work environments is occasionally loud.