Service Manager - Greensboro, NC

About the Role

The Branch Service Manager leads the service team, ensuring success through effective management of service processes, customer communication, and cross-departmental collaboration. This role requires the ability to step into any service administration position and drive profitability while maintaining high standards of service delivery.

Responsibilities

• Guide the service team in service processes, paperwork flow, and planned maintenance completion under the direction of the Corporate Service Manager.
• Re-delegate branch service tasks or fill in for absent administration members as needed.
• Monitor Work in Progress (WIP) to minimize delays and ensure efficiency.
• Oversee quoting for all service jobs, ensuring jobs stay on quote or customers are advised of changes.
• Collaborate with Parts, Rental, Product Support, Sales, and Accounting departments to achieve company goals.
• Resolve parts issues to prevent delays in technician tasks.
• Monitor and procure customer purchase orders, involving administrative personnel as needed.
• Process warranties, ensuring accuracy and timely submission of claims.
• Communicate with customers about job progress, taking the lead in coordination with the shop foreman.
• Grow Tri-Lift by selling service and procuring new accounts through technician direction, personal outreach, and collaboration with product support.
• Arrange coverage for absent service administration team members by re-delegating tasks or filling in directly.
• Open and close work orders, ensuring accuracy and completeness.
• Direct technicians on customer policies and procedures.
• Review and confirm the accuracy of paperwork and terminology.
• Maintain records and notes of work in progress.
• Communicate with customers regarding estimated time of arrival and follow-up on service provided.
• Schedule planned maintenance efficiently with customer and technician availability.
• Work with the parts department to ensure timely and accurate parts ordering.
• Schedule short-notice training for technicians as required.
• Ensure every work hour is profitable for the company.
• Review and verify technician time cards for real-time accuracy and alignment with work orders.
• Post technician time into the system as needed.
• Expedite the processing of completed jobs.
• Conduct final checks of road service jobs and close them.
• Check in with assigned technicians at the end of the day to prioritize issues.
• Recruit and hire technicians and administrative personnel per company policy.
• Prepare the next day’s technician schedule and communicate changes.
• Operate company vehicles safely and in compliance with traffic laws; ensure personal vehicles used for company business meet insurance requirements.
• Participate in disciplinary actions for employees under the supervision of the Corporate Service Manager.

Core Competencies

• Explaining situations clearly: Provides clients and team members with necessary information to make informed decisions about repairs.
• Dealing with conflict: Defuses conflict effectively and uses it as an opportunity to solve problems.
• Interpersonal savvy: Displays tact and diplomacy; builds rapport with clients and explains mechanical failures informatively.
• Reading others: Quickly identifies client reactions and addresses their needs effectively.
• Active listening: Pays attention to client problems, asks clarifying questions, and restates conversations accurately.
• Demonstrates empathy: Understands client concerns and displays motivation to be helpful.
• Accommodating to clients: Balances client and company needs to ensure satisfaction.
• Level-headedness: Maintains composure under pressure and handles upset clients calmly.
• Honest and trustworthy: Builds a reputation for consistency, directness, and helpfulness.
• Displays insight and intelligence: Identifies solutions others may miss and translates technical details into plain language.
• Develops technical knowledge: Maintains up-to-date knowledge of equipment and applies it effectively on the job.
• Documenting actions and results: Writes clear, concise reports understandable to clients and the office.
• Staying on task: Focuses on important activities and transitions quickly between jobs.
• Managing the schedule: Estimates repair times accurately and adjusts schedules to anticipate problems.
• Multitasking: Stays focused on multiple activities and switches tasks efficiently.
• Follows rules and regulations: Understands and consistently follows organizational rules.
• Lead Generation: Develops knowledge of Tri-Lift’s products and services to provide leads to other departments.

Physical Demands

• Ability to perform strenuous and heavy work, exerting force up to 100 pounds occasionally and frequently handling loads up to 50 pounds.
• Physical stamina for continuous full-body motion, including climbing, reaching, pulling, walking, and lifting.
• Regularly required to stand, use hands, reach with hands and arms, talk, and hear.
• Frequently required to walk, climb or balance, sit, stoop, kneel, crouch, or crawl.
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Work is performed in a maintenance environment with potential equipment movement hazards and exposure to chemicals/solvents requiring proper safety procedures.
• Work at customer locations, including manufacturing, warehouses, cold storage, and outdoor environments.
• Occasional exposure to moving mechanical parts, high places, fumes, airborne particles, toxic or caustic chemicals, and risk of electrical shock.
• Moderate noise levels in the work environment.

Schedule

Typical business hours are 7:00 AM to 5:00 PM, Monday through Friday, with flexibility to meet mission needs. Some weekends and evenings may be required.

Pay

Annual salary range: $65,000–$75,000.