POSITION SUMMARY: To manage internal personnel and operations in a manner that provides for the optimization of resources and delivers world class customer service, resulting in the achievement of branch performance goals.
Performance will be measured in accordance with the degree of achievement against annually set goals in the following areas:
Controls with unbillable hours
Service Gross Margin
In order to meet or exceed these goals, the Service Manager must fulfill specific responsibilities on a day to day, week to week, and month to month basis.
General Sales Responsibilities:
Maintain good customer relationships and high level of service.
Actively assist in or handle dispute resolutions and warranty situations promptly, to the satisfaction of the customer and the company.
Understand and direct service quoting and price tracking against competitor’s prices.
Actively participate in promotional activities.
Inside Sales Responsibilities:
Maintain minimum hours defined by Branch Manager with proper staffing.
Maintain both indoor and outdoor facilities in clean and neat condition.
Work with Technician staff regularly to understand their strengths, weaknesses and needs for development and with the Administrative staff to understand customer requirements and satisfaction with the branch service and support.
Develop relationships with customers and outside sales staff that will help you to identify new and expand existing business.
Oversee the open order aging report ensuring final invoices are presented timely with every repair.
Oversee the scheduling and work flow through the shop.
Tight controls over unbillable hours
Ensure employees are qualified to perform the work being assigned.
Evaluate employee’s skills and recommend training as required.
Review and present requisitions when additional tooling is required.
Supervise and evaluate inside sales support and technician service staff and insure proper training.
Delegate workloads and actively support growth.
Maintain appropriate departmental staffing in balance with branches requirements.
Advise and assist in the hiring process for branch inside staff.
Conduct performance evaluations annually or as required for branch inside staff.
Maintain a safe working environment and schedule appropriate safety training.
Organize and lead the shop safety program.
Manage and approve overtime for hourly employees.
Ensure that appropriate branch personnel see and understand all memos, parts, service, and safety notices on a timely basis.
Ensure that personnel maintain a professional appearance and are dressed in company uniform.
Develop and maintain a high level of product knowledge within your staff.
Know and enforce company policies and procedures.
Provide daily reporting and all other duties assigned by the Branch Manager.
Knowledge of business and management principles involved in strategic planning, leadership, production methods, and coordination of people and resources. Knowledge of principles and processes for providing customer services. Must be an outstanding leader.
5+ years of demonstrated successful management.
5 years experience in parts, fleets, and tank trailer service/repair preferred.
Degree in Operations Management or other business-related discipline is preferred.
Must have excellent oral and written communication and interpersonal skills.
Must be highly analytical and well organized, proficient with the use of computers and related software, customer service oriented; and have strong decision-making, problem solving and time management skills.
Must be ethical in all job related activities.
While performing the duties of this job, the employee is regularly required to sit at a desk, talk and listen. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch. The employee must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Exposure to shop elements such as noise, dust, odors and fumes. This position requires limited travel, with overnights possibly required based on the needs of the company.
Position works under general supervision within company policies. Employee exercises a high degree of discretion and independent judgment in the performance of daily routines. Employee is expected to provide counsel to senior management in areas of personal expertise.