Heavy Equipment Service Manager

Heavy Equipment Service Manager

We offer a competitive compensation package, medical and dental insurance packages, life insurance for employee and spouse, 401K benefits, vacation and sick time, a family type work environment where teamwork is expected and your input is welcomed.

The service manager directs and efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records.  Direct responsibility for day to day operation of service operations of the branch, and profit/loss, operational performance, cost of operation, maintenance, operational safety and compliance with environmental laws and regulation.  Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  The position is part of the management staff of the company and will be a highly regarded part of the management team and the growth of the company.

The qualities of the service manager candidate we are looking for are:

• A minimum of 3 years of service management experience specific to the heavy equipment industry on the dealer / distributor side of the business is preferred.
• A strong customer service skill set while maintaining fiscal responsibilities.
• Must demonstrate excellent verbal and written communication skills and have the ability to communicate and present in person, in writing, and on the telephone effectively while utilizing customer relationship skills with the ability to satisfactorily resolve customer concerns
• Ability to professionally lead and motivate others, influencing decisions and making a positive impact with prior management experience preferred
• Ability to analyze and interpret financial and operational reports and have an understanding of financial principles relative to service department operations.
• Strong mechanical aptitude and current experience with hydraulic, electrical systems, as well as machine structures and safe working practices on various types of construction equipment.
• Must be able to read and comprehend specifications, service and parts literature, technical bulletins and other related publications
• Full understanding of OSHA and applicable safety regulations
• High school diploma or general education degree (GED). Bachelor’s Degree or equivalent direct industry experience preferred
• Valid Driver’s License required
• Effective troubleshooting practices
• Understands importance of preventative maintenance
• Able to manage time wisely and productively
• Good understanding of Microsoft Office and general computer skills
• Discretion in handling confidential and financial information

Duties of the service manager include but are not limited to:

• The service manager directs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records
• Establish and maintain good working relationships with customers to encourage repeat and referral business
• Discuss customer problems with general manager and owner when necessary
• Manage work-flow and scheduling to achieve the highest levels of customer satisfaction and shop efficiency while maintaining a re-do rate at or below established goals
• Communicate, enforce, and monitor effective service department processes and standards to ensure internal and external customer satisfaction as well as department efficiency
• Will hire and develop technicians, provide leadership and direction as required to achieve the highest levels of customer satisfaction, employee engagement and profitability
• Leading the staff to make decisions to improve workplace, company, market place and customer satisfaction Ensure there is no form of discrimination anywhere in the service department regarding sex, race, age or religion
• Ensure all personnel are adequately trained for their positions, provide a clean, safe work environment and have the tools to complete their jobs successfully by developing programs to upgrade all employees capable of and desiring advancement
• Work closely with the parts department personnel to ensure that parts required are available
• Ensure parts and service communicate job delays, changes in cost, and other problems to customers and management promptly
• Review work orders for completeness and accuracy prior to customer billing
• Ensure timely and accurate invoice processing, employee time posting and reviews, parts orders.
• Make and communicate critical decisions consistently with leadership, integrity, quality, urgency and teamwork.
• Complete all necessary documentation and follow up as required in a timely, orderly manner
• Review technician time and work orders daily and approve payroll weekly
• Control nonproductive time, breaks, protected time off, sick leave and personal leave.
• Monitor service performance information to ensure efficient / profitable operation
• Demonstrate superior aptitude and ability to analyze and interpret all mechanical and electrical information
• Ensure all hazardous materials are handled, transported, stored, and disposed of per DOT and EPA regulations. Maintain all MSDS information
• Achieve service targets as assigned
• Ensuring all machines have a final inspection prior to leaving the shop
• Effectively manage all work-in progress (WIP)
• Keep shop and equipment staging area clean and free of clutter
• Review service department performance with the General Manager on a weekly / monthly basis
• Consistently enforce work rules and company policies
• Assist in determining warranty and goodwill decisions.
• Maintain good working relationships within dealership and other dealers / vendors
• Utilizing factory schools on an as needed basis
• Review employee performance and wages on an annual basis with the General Manager
• Perform other duties as requested by the general manager and owner

Compensation is based on previous experience and will be discussed at time of initial interview.