Service Manager

Position Summary:

Responsible for management of service department to include personnel, customer interactions, work with vendors and other departments, P&L management including efficiencies, goal setting and achievement, and developing positive work culture.

Essential Duties & Responsibilities including the following. Other duties may be assigned.

• Analyze process regularly to assure efficient and high-quality work.
• Increase service technician productivity levels.
• Provide excellent customer service for all customers whether external and internal
• If technicians are having trouble completing service work in a timely fashion, aid as required to complete the job.
• Manage the service department so that it provides appropriate levels of profit.
• Manage service personnel so that they are adequately trained, alert, and available for work. Ensure that jobs are delegated to technicians as appropriate considering skill level. Effectively utilize current resources.
• Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
• Together with the parts manager, establish an efficient process ensuring a smooth flow of parts to service technicians during jobs.
• Create and maintain a process to effectively manage warranty, customers paid, and internal repair orders.
• Require employees to keep the department clean, organized, and efficient.
• Use professionalism, cordiality, and concern to acquire the trust and confidence of new customers upon their introduction to the service department.
• When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
• Keep to expense and revenue goals as budgeted.
• Increase the volume of service work through effective management of technicians and processes.
• Create promotional campaigns in cooperation with the sales and parts departments.
• Establish and maintain service follow-up programs.
• Keep performance efficiency reports for service personnel and make them available as required to the General Manager.
• Stay up to date with service department concerns through attendance at applicable training sessions.
• Create monthly and annual goals for the service department in cooperation with the general manager.
• Develop and sustain regular business with customers in your local area
• Become involved in local and regional, as requested, diesel tech schools and programs

General Expectations

• Devote himself/herself to ensuring satisfaction to customers.
• Determine management, production, and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state, and local requirements which govern the company's business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company's non-disclosure and confidentiality policies and agreements.
• Work evening, weekend and holiday work hours as required.

Qualifications

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet company's production and quality standards.

Physical Requirements

This position requires you to move throughout the company facility for most of the shift, stand, walk bending, twisting and/or stooping, and kneeling or squatting on a regular basis, and frequently seated. Lifting over 50lbs on an infrequent basis. This position also could involve climbing stairs, reaching and/or lifting overhead on a regular basis. On a regular basis this position involves repetitive hand/finger movement, grasping/grabbing with hands, and infrequent pushing & pulling motions.