Service Manager

About the role

We’re a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed. LiftOne invests in people, facilities and innovative technology as part of the essential role we play in supporting our country’s supply chain and enabling critical goods to be delivered to homes and businesses. We’re a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

Responsibilities

• Direct and coordinate customer service activities of the branch
• Lead the site level lean management system including daily performance huddles, Gemba walks, root cause problem solving, and adherence to leader standard work
• Maintain safety, quality, delivery, and cost metrics to drive customer satisfaction and site profitability
• Attend technician team meetings and escalate roadblocks or hurdles to the branch manager or central support resources
• Visit with customers, support techs, and follow up on quality in the field
• Ensure adherence to all company safety policies along with company policies and best practices
• Supervise all customer service jobs to ensure service work meets the highest quality and profitability standards
• Approve timesheets and work orders and leverage our service platform to maintain accurate records of work performed and parts utilized
• Manage the preventative maintenance program to achieve the company standards of completion
• Recruit, select, and develop service employees including service supervisors and coordinators
• Set objectives for service employees and monitor results through appraisals and scorecards
• Conduct performance appraisals, training and development activities for subordinates (e.g. promotions, salary increases, terminations, disciplinary actions, etc.)
• Determine technician staffing levels and lead technician career development and hiring
• Prepare schedules for service personnel and ensure paperwork is submitted promptly

Qualifications

• Bachelor’s degree from a four-year college or university preferred; in addition to two - four years’ related experience and/or training; or equivalent combination of education and experience
• Proven leadership experience with a strong track record of results
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Experience with material handling or other service-oriented industries preferred
• Experience with lean operating systems and continuous improvement preferred
• Proficient in the use of Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Desire and ability to learn and utilize auxiliary systems such as Salesforce, SAP and ServiceMax

Benefits

We offer great benefits, competitive salaries and opportunities for advancement to all our employees. Be a part of the essential work we do at LiftOne and make a difference for our customers, our community and our company.