Parts & Service Manager

Position Summary:  The Parts and Service Manager will act as a guide through warranty as well as billable road and shop service issues that may arise through the sale and use of Municipal and Contractor equipment such as snow and ice removal equipment, roadside mowing equipment, street sweepers, basin cleaners and airport maintenance equipment. They will also effectively market and manage parts product lines. This position will be situated in the Hopkinton, NH facility but travel to Skowhegan, ME will be required.     Essential Functions of the Job: The duties of this job will include but are not limited to the following:   SERVICE * Professionally assist in-person and telephone customers needing service work. * Gather customer and vehicle/ equipment information and provide a detailed description of the work to be performed as well as prepare quotations for service work. * Follow through problem resolution by maintaining contact with customers and vendors for the purpose of ensuring that accurate service and repairs have been completed. * Dispatch Shop Technicians based on priority. * Develop daily and weekly work schedules for trucks needing service and preventative maintenance work. * Spend adequate time on the shop floor to ensure efficient and safe work practices are followed. * Enter details on Work Order Traveler and in JD Edwards to ensure the customer’s requests are met. * Submit, process and track outside vendor warranty claims. * Invoice and close all service-related orders. PARTS * Reviews cycle count result with parts clerks to maintain inventory record accuracy. * Understands, supports and assists in the creation of procedures for maintaining inventory accuracy. * Determines inefficiencies in shipping department and recommends/implements processes to improve accuracy of customers’ orders. * Coordinate with the Materials Manager to review and suggest a material planning system that includes setting up and monitoring min/max limits, economic order quantities and lead times to prevent stock outs and to maximize profits. * Plays a significant role in identifying, developing and evaluating strategies based off market characteristics, sales, customer demand, etc. to effectively forecast and plan to ensure the sale and profitability of products, lines or services. * Ensures all contractual metrics for outbound processing are consistently met and/or exceeded. * Assists in planning layout of parts room and other storage areas considering turnover, size, weight and other related factors of items stored. * Conducts and monitors training programs to enhance team’s job performance. Suggest and initiate a plan to motivate workers to achieve departmental goals.  Conducts department employee meetings. * Maintains time and production records and analyzes departmental shipping performance. * Enforces Company safety rules and regulations. Ensures department and surrounding area(s) are clean and orderly. * Travel to Skowhegan, ME will be required.   Knowledge, Skills and Abilities (KSA’s): * Committed to a safe working environment. * Excellent customer service and computer skills. * Basic ability to read, analyze and interpret technical data, drawings and schematics. * Mechanical background preferred. * Excellent communication skills with the ability to work and lead as part of a team without constant direction or supervision. * Must have a valid driver’s license and acceptable Motor Vehicle Record.   Education and Experience: * Four (4) plus years of relevant experience or bachelor’s degree preferred or equivalent combination of education and experience. * Service Technician, Service Writing, Service Management experience required.   Working Conditions: * Frequent exposure to outside weather conditions, atmospheric conditions, proximity to moving mechanical parts, vibration, and oils and solvents. * Noise intensity level - moderate.   Notes: Safety toe boots and use of personal protective equipment are a requirement of this position.   The above information is intended to describe the general nature and level of work being performed by employees within this classification.  It is not intended to be construed as a comprehensive list of all duties, responsibilities and qualifications of employees so classified.