Service Manager

About the role

The Service Manager is responsible and assumes complete ownership of the management and supervision of all functions within the service department for a specific branch. The role operates in an office, service, and repair shop environment, with occasional field work, and requires sitting for long periods as well as standing, walking, bending, kneeling, stooping, crouching, crawling, climbing, and moving equipment, including handling parts up to 50 pounds unassisted.

Responsibilities

• Ensure communication with customers is accurate, timely, and realistic.
• Provide fair and equitable pricing and solutions for services and repairs.
• Ensure the department has all necessary tooling and resources needed to safely and efficiently complete service work.
• Develop and act on plans for acquiring new and additional existing customer service work to drive revenue.
• Maintain departmental objectives and goals; all objectives will be achievable and quantitatively measurable.
• Ensure all work is conducted in a safe manner.
• Assist in recruiting, hiring, and training of all service department employees.
• Responsible for ensuring staff get registered and complete scheduled training.
• Responsible for the professional and management development of key department employees through internal or outside training on an ongoing basis.
• Ensure all Company policies and procedures are followed.
• Responsible for determining repair methodologies and job flows to maximize effectiveness, efficiency, and customer satisfaction of all service functions.
• Ensure all service department vehicles, equipment, and tooling is safe, well maintained, inventoried, tracked, and accounted for.
• Ensure all Manufacture Warranty procedures are followed and understood (warranty pictures, documentation, etc.).
• Ensure accurate quotes for service work for any internal department are provided within 24 hours.
• Ensure all inbound phone calls are answered in 3 rings with CW’s official call formula.
• Ensure credit applications are secured, kept confidential, and sent to the Credit Manager; originals are destroyed once uploaded into the business system.
• Supervise all service personnel, which may include Assistant Service Manager, Shop Foreman, Service Writer, Shop Technicians, Field Technicians, Technician Apprentice, Shop Helper, Wash Bay Attendant, and Yard Person.
• Minimal travel is expected for this position.
• All other tasks as assigned.

Qualifications