SERVICE MANAGER

Position summary

Manages the functions of a branch service department. General Purpose: To provide excellent service support to our customers (external and internal) and grow our service revenues.

Role qualifications

• Must partner with management team to ensure we are meeting regional and corporate goals.
• Maintain systems and controls to ensure service processes flow appropriately.
• Ensure we maintain good customer and vendor relationships in line with business strategy.
• Partner with parts, sales, and rental departments to service customers.

Position responsibilities

• Maintain high customer satisfaction.
• Meet and exceed profit objectives.
• Partner with GM or CFO in creating the annual service department budget.
• Closely monitor and manage TM&R and Rental fleets to meet budget and customer expectations.
• Properly manage new truck warranty function.
• Development and supervision of branch service staff.
• Ensure all employees’ annual reviews are properly conducted in a timely manner.
• Hold monthly department meetings to keep key staff current on hot issues and keep lines of communication open.
• Hold quarterly tech meetings.
• Participate in other management meetings as scheduled.
• Partner with parts manager to ensure good working relationship between parts and service departments.
• Aid field sales reps with customer calls/visits, and/or help with service solutions for our customers.
• Work with Corp Tech Training to train and develop technicians’ skillsets.
• Ensure all service jobs are quoted properly and completed on time.
• Ensure completed jobs are billed immediately, that “days to bill” meet our goals.
• Ensure company service fleet is maintained properly.
• Participate in or attend relevant trade shows.
• Observe employee safety habits and work environment at every opportunity.
• Work with marketing on any sales specials.
• Handle any projects assigned by executive management.

Essential skills and experience

• Leadership: Demonstrated ability to lead people and get results through others.
• Management: ability to organize and manage multiple priorities.
• Planning: ability to think ahead and plan over a one-to-two year time span.
• Good interpersonal, presentation, and communication skills.
• Excellent knowledge of industrial powered equipment and our industry with at least 5 years in a service environment and at least two years in a supervisory capacity.
• Strong computer proficiency – emphasis on Microsoft Excel, Word, Power Point.
• Must have valid operator’s license for powered industrial equipment.
• Commitment to company vision and mission.

Nonessential skills and experience

• Bachelor’s degree in business.
• Experience in all aspects of our business.
• Awareness of lean business principles.