Please register or login to inquire about this position.
Job Title: Service Manager
Industry: Material Handling
Compensation: $65,000 - $80,000 + Bonus, to be negotiated
Position Details & Responsibilities
Responsible for the overall direction and profitable operation of the road and shop service department. This position also supervises and gives direction to the company's customer service representatives (CCS).
Essential Functions
1. Human Relations Management
• Supervise employee relations, moral, and labor negotiations and overall goodwill within the service department and with our customer service representatives.
• Maintain good customer relationships and promote goodwill and positive image of the company.
• Settle customer disputes in a timely and fair manner.
• Support harmonious working relationship with our customer service representative.
• Maintain good internal departmental relations and represent the goals of the company's management team.
• Utilize factory support personnel and promote good working relationships.
2. Financial Management
• Assist in budget preparation for the service department and for customer service sales and related expenses.
• Review monthly departmental profit and loss statements and take corrective action when necessary to achieve the department's profit goals.
• Monitor expenses and take corrective action when necessary.
• Annually review customer labor rates and zone charges.
• Approve service quotes.
• Manage the administration of warranty programs to ensure operations are within factory guidelines and at a minimum cost to company.
3. Human Resource Management
• Oversee recruitment of new service and CSS personnel.
• Conduct annual performance reviews and perform ongoing coaching of service and CSS staff.
• Manage ongoing program of training, testing, and evaluation of service personnel.
• Manage the career development of service and CSS personnel.
• Set customer service representative sales goals for the year and monitor their achievement of those goals.
• Together with the sales manager, review and/or revise the CSS representative guaranteed salaries and sales contracts on a yearly basis.
• Enforce the company's safety policies and program.
4. Asset Management
• Responsible for the maintenance, appearance, and functional utilization of the entire service area; this includes the shop space, service office, lunch room, shop restroom, tool crib, yard and shed, loading dock and adjacent parking area.
• Responsible for the selection, utilization, safe and efficient operation of all shop equipment.
• Responsible for the selection, maintenance, appearance, and operation of the service vans.
• Responsible for maintaining service plant and equipment in accordance with OSHA'S regulations, and for maintaining "lock-out, tag-out" documents.Qualifications
1. Proven ability to manage a service organization that provides excellent customer service and maintains high profit margins.
2. Understands technical aspects of service maintenance and operations.
3. Strong personal leadership skills and ability to communicate effectively with employees and customers.
4. Strong organization skills.
5. Proven ability to recruit and train quality personnel.
6. Strong working knowledge of Windows 95 software.
7. Personal characteristics that include:
• Positive attitude
• Team Player
• Professional appearance and manner
• Even temperament
x Close
