Service Manager

PRIMARY FUNCTION:

• Service Material Handling customer machines in a timely and professional manner to ensure Customer Satisfaction.

• Manage company resources to maximize Financial Performance in terms of profit, productivity, Efficiency and return on capital.

• Manage people, space, tools, and money to optimize Resource Deployment.
• Create a stimulating environment to provide for Personnel Development.

• Maintain a safe environmentally responsible workplace to ensure Regulatory Compliance.

ESSENTIAL DUTIES:

Customer Satisfaction

• Serve our customers in a timely, professional manner and provide high quality services at a value-based price.

• Provide prompt response to customer needs and minimize downtime. Turn customer machines around in the shortest amount of time possible.
• Proactively schedule and conduct Customer Site visits to perform Tech-On-Site Inspections, confirm working conditions and ensure Field Technicians are performing quality work and to promote business growth.
• Ensure that the work we do is done right the first time. Minimize rework.

• Maintain daily contact with the customer to keep them apprised of the status of the repairing of their machine.
• Be available to support customers 24 hours a day providing over the phone troubleshooting, equipment specifications and transportation regulation guidelines.
• Manage PM, GM, TM&R and on-site maintenance programs for the department.
• Manage all special labor agreements for the department
• Manage the billing process to ensure accuracy and fairness. Fully document repairs accurately and professionally.
• Administer Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.
• Manage the customer notification of all vender requested repairs. Assist the customer in scheduling these repairs at a mutually convenient time.
• Conduct pre-delivery of all new machines. Inspect and validate machine performance in accordance with all published specifications.

• Inspect customer machines whenever possible to provide a professional assessment to the machines condition.  Make recommendations for needed repairs, maintenance procedures and operating parameters.
• Ensure the prompt and accurate preparation of quotations for the Service Department, Product Support Sales Reps, and external customers.

Financial Performance

• Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.
• Manage company assets, including facilities, vehicles, equipment, tooling and personnel to maximize return of capital.
• Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.
• Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, and special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.
• Manage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance, insure EPA and OSHA compliance and plan for future expansion.
• Review and approve of all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancy

Resource Management

• Schedule all Lift Systems service operations.  Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.
• Oversee the management of all Consignment Parts Inventories for Service Vehicles and Customer Locations.
• Maintain Productivity of the Technician Base to the Goals set forth by Management.
• Manage the maintenance of the Lift Systems Rental Fleet, providing the fastest turnaround time possible.  Routinely inspect equipment, process all warranty claims and work closely with the sales and rental departments.

Personnel Development

• Recruit, hire, and retain qualified talent to service our customer’s machines.
• Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.
• Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required. Conduct timely Performance Reviews!
• Enforce company polices pertaining to employee safety, hygiene and behavior.
• Protect the integrity and professionalism of our company’s culture.
• Professionally manage the separation process when necessary.

Regulatory Compliance

• Ensure our compliance with OSHA Standards including tooling, tooling maintenance, painting and routine state inspections.
• Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.  Pure Safety Completions are to be performed promptly by all Branch Personnel.  Tool Box Talks are to be held weekly.
• Ensure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, MSHA reporting, machine reporting compliance, vehicle licensing and vehicle insurance.

MINIMUM REQUIREMENTS:

Education:

Must be a high school graduate with at least 5 years equipment service experience in a similar industry preferably with squad leadership experience; or have at least a 2-year business, management or mechanical equipment technology degree with at least 3 years’ service-related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful lift truck or similar dealer/business mechanical equipment service management experience.

Work Experience:

(See above)

Physical:

Must be able to work for long periods while seated and can clearly communicate with customers on the phone or in person

Must have physical ability to operate equipment to assist with loading and unloading if needed

Must have excellent customer relations primarily with verbal communications but with some written communications too

Other:   

Must have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email

Possessing a general equipment knowledge and basic mechanical aptitude is advantageous

This job description is not intended to be all inclusive. Your supervisor may request and assign you similar duties. Any major modifications to this job require Human Resources approval.