Service Manager

Job Summary

As a Service Manager, your primary objectives are to:

• ensure maximum customer satisfaction by delivering quality and timely service at competitive market rates;
• support and promote service marketing programs;
• uphold a professional image of the dealership;
• achieve acceptable revenue and profit margins;
• plan strategically for future growth;
• foster a strong team environment and teamwork.

Responsibilities

Daily Operations and Administration:

• Control daily operations of the service department by maintaining an orderly flow of paperwork, including work orders, time sheets, service parts requisitions, service dispatch records, and warranty records.
• Evaluate and forecast future manpower needs, planning hiring and training processes to meet objectives.
• Control and evaluate service department income and operating costs through budgeting, planning, and profit and loss statement evaluation.
• Evaluate month-end service reports for accuracy, trends, and measurements.

Training and Development:

• Assess the training needs of the department and plan for the regular training of all service associates.
• Regularly evaluate job performance of all department associates by assessing their achievement of established goals and objectives.
• Responsible for assessing the abilities of potential associates and selecting individuals most capable of performing the duties of the job within the service function.

Customer and Vendor Relations:

• Work with associates and customers to resolve disputes and identify opportunities.
• Promote the service department with current and potential customers through active marketing of service programs, including scheduled and comprehensive fixed-price maintenance contracts, increased service parts sales, truck and component rebuilding, service specials, and promotions.
• Maintain liaison and best relations with equipment vendors to enlist their aid and support when needed.
• Monitor performance standards of new equipment and provide feedback to manufacturers.

Communication and Coordination:

• Maintain open communications among management, associates, other departments, and Raymond.
• Promote a professional image of the dealership and foster a strong team environment.

Requirements

• All potential hires are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.
• Must have and maintain a valid driver's license with a clean driving record.
• Bachelor’s degree preferred or equivalent experience
• Two years of successful field service experience
• Strong customer service skills
• Excellent organizational skills
• Ability to communicate effectively with other management, associates, and customers
• Ability to effectively monitor and develop personnel
• Proficient with a personal computer using both Windows and ERP operating systems
• Must exhibit an orientation to detail and ability to manage changing priorities

Benefits

• Health Benefits
• Financial and Tax-Saving Benefits
• Additional Benefits
• Comprehensive Perks Package
• Company-sponsored social events and team-building activities
• Employee recognition program

Physical Requirements & Working Conditions

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job unless it causes undue hardship.
• This position is classified as heavy work, involving the operation of machinery, power tools, motor vehicles, and heavy equipment.
• Job tasks may require various physical activities such as walking, sitting, climbing, balancing, stooping, kneeling, crouching, and/or crawling, along with transitioning between work sites.
• Physical requirements include the ability to frequently lift and/or move objects weighing up to 50 pounds, constantly handle objects weighing up to 25 pounds, and occasionally handle objects weighing up to 100 pounds.
• Manual dexterity is crucial for operating machinery, tools, computers, and handling materials.
• Specific vision abilities essential for this role include close vision, peripheral vision, depth perception, and the capacity to adjust focus.
• Effective communication with both internal and external customers via telephone, demonstrating clear articulation and voice control, is essential.
• The ability to hear is necessary for communicating with coworkers and customers, as well as for safely operating equipment in noisy environments.
• This role operates in diverse customer environments, including manufacturing, distribution, cold storage, and outdoor settings with exposure to various elements.
• It frequently involves exposure to hazards related to equipment movement and harmful chemicals/solvents if proper safety procedures are not followed.
• Noise levels typically range from moderate to high.
• Travel Requirements: This role requires daily travel to customer sites to fulfill job responsibilities. Occasionally, overnight travel may be required to accommodate project needs or attend training classes.
• This job description is intended to outline the general nature and level of work being performed by individuals assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel.