Heavy Equipment Service Manager
We offer a competitive compensation package, medical and dental insurance packages, life insurance for employee and spouse, 401K benefits, vacation and sick time, a family type work environment where teamwork is expected and your input is welcomed.
The service manager directs and efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. Direct responsibility for day to day operation of service operations of the branch, and profit/loss, operational performance, cost of operation, maintenance, operational safety and compliance with environmental laws and regulation. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The position is part of the management staff of the company and will be a highly regarded part of the management team and the growth of the company.
The qualities of the service manager candidate we are looking for are:
A minimum of 3 years of service management experience specific to the heavy equipment industry on the dealer / distributor side of the business is preferred.
A strong customer service skill set while maintaining fiscal responsibilities.
Must demonstrate excellent verbal and written communication skills and have the ability to communicate and present in person, in writing, and on the telephone effectively while utilizing customer relationship skills with the ability to satisfactorily resolve customer concerns
Ability to professionally lead and motivate others, influencing decisions and making a positive impact with prior management experience preferred
Ability to analyze and interpret financial and operational reports and have an understanding of financial principles relative to service department operations.
Strong mechanical aptitude and current experience with hydraulic, electrical systems, as well as machine structures and safe working practices on various types of construction equipment.
Must be able to read and comprehend specifications, service and parts literature, technical bulletins and other related publications
Full understanding of OSHA and applicable safety regulations
High school diploma or general education degree (GED). Bachelor’s Degree or equivalent direct industry experience preferred
Valid Driver’s License required
Effective troubleshooting practices
Understands importance of preventative maintenance
Able to manage time wisely and productively
Good understanding of Microsoft Office and general computer skills
Discretion in handling confidential and financial information
Duties of the service manager include but are not limited to:
The service manager directs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records
Establish and maintain good working relationships with customers to encourage repeat and referral business
Discuss customer problems with general manager and owner when necessary
Manage work-flow and scheduling to achieve the highest levels of customer satisfaction and shop efficiency while maintaining a re-do rate at or below established goals
Communicate, enforce, and monitor effective service department processes and standards to ensure internal and external customer satisfaction as well as department efficiency
Will hire and develop technicians, provide leadership and direction as required to achieve the highest levels of customer satisfaction, employee engagement and profitability
Leading the staff to make decisions to improve workplace, company, market place and customer satisfaction Ensure there is no form of discrimination anywhere in the service department regarding sex, race, age or religion
Ensure all personnel are adequately trained for their positions, provide a clean, safe work environment and have the tools to complete their jobs successfully by developing programs to upgrade all employees capable of and desiring advancement
Work closely with the parts department personnel to ensure that parts required are available
Ensure parts and service communicate job delays, changes in cost, and other problems to customers and management promptly
Review work orders for completeness and accuracy prior to customer billing
Ensure timely and accurate invoice processing, employee time posting and reviews, parts orders.
Make and communicate critical decisions consistently with leadership, integrity, quality, urgency and teamwork.
Complete all necessary documentation and follow up as required in a timely, orderly manner
Review technician time and work orders daily and approve payroll weekly
Control nonproductive time, breaks, protected time off, sick leave and personal leave.
Monitor service performance information to ensure efficient / profitable operation
Demonstrate superior aptitude and ability to analyze and interpret all mechanical and electrical information
Ensure all hazardous materials are handled, transported, stored, and disposed of per DOT and EPA regulations. Maintain all MSDS information
Achieve service targets as assigned
Ensuring all machines have a final inspection prior to leaving the shop
Effectively manage all work-in progress (WIP)
Keep shop and equipment staging area clean and free of clutter
Review service department performance with the General Manager on a weekly / monthly basis
Consistently enforce work rules and company policies
Assist in determining warranty and goodwill decisions.
Maintain good working relationships within dealership and other dealers / vendors
Utilizing factory schools on an as needed basis
Review employee performance and wages on an annual basis with the General Manager
Perform other duties as requested by the general manager and owner
Compensation is based on previous experience and will be discussed at time of initial interview.