What are the responsibilities and job description for the Service Manager position at Bane-Welker Equipment, LLC?
SERVICE MANAGER
The Service Manager should be a capable leader who can organize, train, and supervise personnel. They must be capable of managing the entire service operation including shop assignments, personnel and standards of performance, and work output to satisfy customer’s service needs.
Principal Responsibilities:
- Service Profitability: Consistently achieve agreed-upon service sales volume, productivity, and profitability in ways that contribute to the company's absorption expectations, suitable for company sustainability and profitable growth.
- Ensure the service department develops and efficiently and effectively processes repair orders (retail, warranty, and unit prep) while optimizing cash flow and adhering to safety policies and guidelines.
- Develop, monitor, and achieve the agreed-upon departmental business objectives (strategies, profit plan/budget, and others) consistent with Bane-Welker policies, regulations, and expectations.
- Ensure effective service work scheduling, ensuring proper workflow to meet Bane-Welker service objectives and exceed customer expectations.
- Develop and execute a successful SIP program implementation in coordination with the other departments.
- Appropriately manages service assets including service trucks, tools, and equipment.
- Team and Culture Development: Attracts, leads, develops, and retains talent that results in a team that is highly aligned with Bane-Welker values and is highly productive and motivated.
- Assure the service department is properly staffed by recruiting, hiring, and promoting the right people for the right positions.
- Ensure the Service department has a strong interdepartmental working relationship to align the team's needs so that solutions are embraced and supported.
- Optimize employee performance through effective ongoing evaluations, touchpoints, goal setting, recognition, rewards, and discipline/corrective management practices to produce expected results.
- Strengthen employee performance through development and timely internal and external training.
- Customer Management: Achieve and sustain high customer satisfaction and loyalty in ways that promote the growth of current and new customers. § Advises customers of necessary repair service including cost estimates; also makes recommendations to customers for preventative maintenance.
- Effectively communicates with customers to resolve customer complaints and problems promptly utilizing internal and OEM resources, resulting in customer satisfaction aligning with business objectives.
- Utilize Bane-Welker programs and promotions effectively to deepen customer relationships.
Requirements of Position:
- Must have a customer-focused and “be of service” attitude.
- Demonstrate organizational ability and systematic timing.
- Possess adequate knowledge of work processes and requirements for both physical labor and shop equipment.
- Ability to demonstrate the Bane-Welker Core Values
- Be proficient in Outlook/Microsoft Office and computer skills.
- Proven knowledge of methods, materials, tools, and techniques used in the repair of agricultural equipment.
- Demonstrate leadership, tact, and knowledge in assigning and instructing personnel in the proper performance of mechanical operations safely and without damage to materials or persons.
- Have an outstanding knowledge of mechanical, electrical, and hydraulic systems.
- Possess mechanical ability and familiarization with testing equipment and diagnostic procedures.
- Be experienced in operating vehicles and equipment used for diagnostic purposes.
- Must have a valid driver’s license.
- Work is performed in an office, maintenance shop, and outdoor environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; and access, input, and retrieve information from the computer system. May be subject to sitting, standing, climbing, lifting, grasping, reaching, stooping, crouching, speaking, listening, and motor coordination.
- Bane-Welker is proud to offer a comprehensive benefits package to our full-time employees; overtime pay for hourly employees, competitive salary, company-paid term life insurance (option to purchase more), paid vacation, and holidays. Health, Dental, Vision, Short-Term & Long-Term Disability Insurance are all available. Bane Welker also offers a Health Savings Account and 401K with a 10% matching contribution. As well as our Employee Stock Ownership Plan.
Reports to the Territory General Manager.
Bane-Welker Equipment reserves the right to modify, interpret, or apply this job description in any way the company desires. This job description in no way implies that these are the only duties, to be performed by the employee occupying this position. Employees are required to perform any other functions or duties assigned to them by management. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will. Listed are just some of the additional requirements: sitting, standing, climbing, lifting, grasping, reaching, stooping, crouching, speaking, listening, and motor coordination skills.
