Service Manager

Overview - The Service Manager is responsible and assumes complete ownership of the management and supervision of all functions within the service department for a specific branch.

Job Outline - The Service Manager will fulfill the following duties and responsibilities as well as other duties and responsibilities as assigned.

• Ensure communication with customers is accurate, timely, and realistic.
• Provide fair and equitable pricing and solutions for services and repairs.
• Ensure the department has all necessary tooling and resources needed to safely and efficiently complete service work.
• Develop and act on plans for acquiring new and additional existing customer service work to drive revenue.
• Maintain departmental objectives and goals. All objectives will be achievable and quantitatively measurable.
• Ensure all work is conducted in a safe manner
• Assist in recruiting, hiring, and training of all service department employees.
• Responsible for ensuring staff get registered and complete scheduled training
• Responsible for the professional and management development of the key department employees through internal or outside training on an ongoing basis.
• Ensure all Company policies and procedures are followed.
• Responsible for determining repair methodologies and job flows to maximize the effectiveness, efficiency, and customer satisfaction of all service functions.
• Ensure all service department vehicles, equipment, and tooling is safe, well maintained, inventoried, tracked, and accounted for.
• Ensures all Manufacture Warranty procedures are followed and understood such as warranty pictures, documentation, etc.
• Ensures accurate quotes for service work for any internal department is provided within 24 hours. Ensures all inbound phone calls are answered in 3 rings with CW's official call formula.
• Ensure credit applications are secured, keep confidential, and sent to Credit Manager. Originals are to be destroyed once the credit application is uploaded into the business system.
• All other tasks as assigned

Supervisory Responsibility - This position supervises all service personnel, which may include, for example, Assistant Service Manager, Shop Foreman, Service Writer, Shop Technicians, Field Technicians, Technician Apprentice, Shop Helper, Wash Bay Attendant, and Yard Person.

Travel - Minimal travel is expected for this position.

Education and Experience

• High School Diploma; Diesel, Technical, or College Degree preferred
• Five years of experience in heavy, industrial, or over-the-road equipment service operations preferred
• 5 years' experience dispatching technicians or working as a field service technician Required

Required requisites

• Excellent Customer Service and communication skills
• Strong organizational skills
• Strong Leadership Skills
• Excellent employee management relations skills
• Strong computer and systems knowledge
• Ability to prioritize tasks

Specific skill requisites

• Strong working knowledge of equipment operations and mechanical functions.
• Strong shop floor management knowledge.
• Good business acumen.
• A solid understanding of pricing principles and discounting effects.
• Good understanding of financial reporting principles.

Position Type/Expected Hours of Work - This is a Full-Time position. This position is expected to be in the office Monday through Friday during standard working hours 7 am-5 pm. Occasional long hours are required as needed. Ability to answer customer calls 24 hours a day to provide the "Cutting Edge of Customer Service."

Work Environment - Office environment, service, and repair shop. At times, there is a possibility of working in the field. Exposed to various work surfaces both inside and outside. The work is usually performed inside, but exposures to different environments occur frequently.

Physical Demands - This position will frequently sit for long periods and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing, and move equipment. They occasionally lift, handle, and carry parts and equipment weighing up to 50 pounds unassisted. May move moderately heavy items with assistance or with mechanical devices, including objects weighing up to or over 50 pounds.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.