Job Description
The Service Manager efficiently manages and directs all aspects of Service Department operations in a courteous and cordial manner, ensuring customer satisfaction and maximum efficiency for the business. Coordinates activities, cooperates and partners with other departments to support customer needs. Sells company parts, labor, and whole goods service. Communicates expectations to employees and facilitates adherence to Company policies and procedures.
Perks: 401k with 6% matching, growth opportunities, profit sharing, company events, and more!
Duties and responsibilities include, but are not limited to:
- Schedules all service work and assigns to technicians, oversees work to ensure satisfaction for all customers, and assists technicians when needed.
- Oversees the charge out of all service tickets, including customer, internal and warranty work in a timely, profitable manner.
- Hires, trains, leads, supports, and provides input for annual performance reviews of service employees.
- Maintains and keeps current the service library manuals and bulletins.
- Works with sales staff on prompt and cost-effective reconditioning of used equipment.
- Controls expenses of service department while maintaining productive services for customers.
- Contacts each customer surveying how the quality of work was performed for services rendered.
- Assists sales personnel with new machine startups in the field.
- Assists sales personnel with customer contacts regarding sales and outside service sales.
- Conducts regular service department meetings and controls non-productive time, breaks, and lunches.
- Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.
- Represents the Company at factory, industry and company events, including meetings and training.
- Follows all safety rules and regulations while performing work assignments and adheres to all policies and procedures as specified in company manuals and as directed in the employee handbook.
- Performs all other duties as assigned by management in a professional and efficient manner.
- manner
- Provides timely estimate of repairs of customers equipment.
- Communicate with customers on scheduled completion of machine daily/weekly.
- Stays in constant communication with customer on status of equipment in shop.
- Notifies customer within 24 hours of repairs being completed.
Desired Skills and Experience:
- High school diploma, GED, or vocational training/certification
- 4-year college degree or equivalent experience in a service-related field preferred
- 3-5 years’ experience in same or similar industry
- Mechanical/technical aptitude, safe work habits, a good working knowledge of equipment operations and mechanical functions
- Strong diagnostic skills, works with minimal supervision, customer service oriented, a problem solver, reliable, ethical, able to adapt to the people and environment around them - customers, suppliers, co-workers, and manufacturer's employees.
- Experience with hydraulic systems, electrical, electronics, pneumatics, diagnosing and calibration a plus.
- Must communicate professionally, respectfully, and honestly at all times and communication is to be clear and language is to be profanity free while employee demeanor is to be calm and composed.
- Must be able to lift at least 50 lbs., stand, walk, use hands and fingers, handle, feel, reach with hands and arms, stoop, kneel, crouch or crawl, talk and hear.
- Regularly exposed to extreme weather elements, including wet and/or humid conditions, extreme cold and extreme heat, moving mechanical parts and equipment, and noise level in working environment can be moderate to high.
- Background check, pre-employment drug testing and clean driving record required.
- Personal appearance must be neat and clean.
- Certain positions require a valid driver's license and ability to meet requirements of the Company Driver Policy; The Company will review motor vehicle records annually for all employees for whom driving a motor vehicle is an essential job function or when employees must obtain and drive rental vehicles during the course of conducting company business.
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