What are the responsibilities and job description for the Service Manager position at Lanco?
Essential Functions
- This top position is responsible for the supervision of subordinates, forecasting and planning, employee relations, team development and customer service/sales.
- Assist customers with their repair/service needs and provide exceptional customer service to promote the continued growth of the business.
- Verify warranty and service contract coverage. Explain provisions and exclusions to customers
- Keep customers and technicians informed of the status, cost of repairs and timeline for completion
- Communication with the director of service, service coordinators, and technicians to understand maintenance and repair needs on company and customer equipment
- Work directly with the sales and rental teams and other department heads to meet customer demands for new and pre-owned equipment
- Prepare service estimates for repairs and preventative maintenance plans
- Create, track, review and close work orders
- Schedule technician’s workload to maximize efficiency
- Ensure compliance in all safety, health, and environmental regulations, policies and procedures for a goal of zero incidents and injuries; Assist in delivering required training to ensure that all coworkers have the necessary skills to perform their jobs properly and safely.
- Maintain ongoing communication and adhere to all Companywide policies to eliminate and/or reduce exposure to liability.
- Emergency after office hours calls, emails, and tasks as needed to best serve our customers
- Track rental fleet pickups and returns, upcoming rental fleet certs that are expiring, and upcoming service jobs
Additional Responsibilities:
- Log and confirm full safety orientation and requirements for all technicians monthly
- Maintain existing service contracts
- Communicate daily with sales team/management on the status of jobs and customer concerns.
- Maintain and enhance own product and technical knowledge in the heavy equipment and crane industry.
- Follow-up on leads and application opportunities.
- Product support for customers
- Actively work to hire, develop, maintain and build a cohesive team
- Ensure compliance in all safety, health, and environmental regulations, policies and procedures for a goal of zero incidents and injuries; Assist in delivering required training to ensure that all coworkers have the necessary skills to perform their jobs properly and safely.
- Communicate consistently on all activities to appropriate individuals (internal & external).
- Advise management of any potential service issues as soon as possible.
- Provide back-up as needed for other positions
- Special projects or work as assigned
Knowledge/Skills/Abilities:
Strong managerial and leadership skills required. Knowledge and understanding of field and shop service scheduling, parts procurement, service sales, and financial acumen. Knowledge of industrial equipment repairs. Requires knowledge of workplace safety. Must have a good understand of Microsoft Office applications experience with one or more ERP systems (ideally Epicor E10). Experience with Salesforce CRM and Salesforce Field Service Lightning. Competencies include but not limited to Business Acumen. Communication Proficiency. Problem Solving/Analysis. Project Management. Strategic Thinking, Employee Engagement, Customer Service.
Experience/Training/Education:
Required: High School Diploma or equivalent required.
5 years of industry related work history.
Strong customer service background
Desired: Associates or Bachelor’s degree
Physical and Environmental Elements:
Employees work in office, shop and field environments with potential numerous hours sitting and working using computer and telephone. When working in field or production environment will have exposure to noise and machinery. Accurate hand/eye coordination is required. Finger dexterity is required, as well as hand strength, with the ability to grasp, lift, push and pull. Position may be required to lift up to 30 lbs.
Special Requirements/Certification:
N/A
Lanco is an equal opportunity employer. All employment-related decisions, including but not limited to hiring, compensation, promotion, discipline (including termination), evaluation, training and development opportunities, etc., are made without discrimination on the basis of race, color, sex, sexual orientation, gender-related identity, pregnancy, national origin, ancestry, religion, age, military status, protected disability, citizenship, genetic information or any other category protected by applicable law.
Experience/Training/Education:
Required: High school diploma or GED equivalent and 3-5 years relevant work experience.
- Demonstrates leadership, strong & effective communication, & is customer service driven.
- Establish, maintain, & grow customer and supplier relations
- Assist in parts identification and ordering. Process part returns and assist shipping/receiving department when necessary
- Communicate consistently on all activities to appropriate individuals (internal & external).
- Special projects or work as assigned
Knowledge/Skills/Abilities:
Ability to meet deadlines; to understand and follow written and verbal instructions; Ability to understand and follow posted work rules and procedures. Ability to communicate effectively and work cooperatively with supervisors, members of management, vendors, and other employees. Requires knowledge of mechanical, hydraulic and electrical assemblies and testing experience.
Physical and Environmental Elements:
This is a production classification and employees work indoors and outdoors (in all seasons) with exposure to noise, chemicals, heavy equipment and machinery. Accurate hand/eye coordination is required. Finger dexterity is required, as well as hand strength, with the ability to grasp, lift, push and pull. Work involves considerable climbing, twisting, bending, squatting and kneeling for long periods of time. May lift parts weighing up to 50 pounds and pull approximately 20 lbs. Need to have the ability to ascend and descent a ladder and/or scaffolding. Ability to travel up to 70% to customer sites with overnight stays.
Compensation/Benefits:
We foster a collaborative team environment that values innovation and encourages creative solutions to drive positive organizational impact. Our employees are the key to our success and help us stand out from our competitors. The base pay range for this role is $100,000 to $115,000. The final compensation offer may vary based on factors such as experience, education, skills, and location. We offer competitive pay, paid time off, and comprehensive benefits, including medical, dental, vision, life insurance, and a 401(k) plan.
Salary : $100,000 - $115,000
