Service Manager

Job Description

Job Description

Description :

Come join the Benedict Sales & Service work family! We are currently seeking that perfect fit for our Service Manager position at our Eau Claire branch located in Altoona, WI. The Service Manager is responsible for directing the day-to-day activities of service department field staff, ensuring the department is performing efficiently and effectively to meet customer expectations. This position routinely works directly with technicians, dispatch personnel, customers, members of the sales team, office support personnel, other managers, and owners to ensure customer satisfaction while meeting department goals and objectives. Ideal candidates possess the proven ability to cultivate strong professional relationships to build a winning team! Industry-related technical knowledge is not required but definitely a plus in this role, technical aptitude with the ability and desire to learn the technical aspects of the industry is required.

Position Summary

Position : Service Manager

Department : Service

Reports To : Service Director

FLSA Status : Exempt

Direct Reports : Yes

Essential Functions / Responsibilities

• Executes tactical daily operations through management of direct reports and professional communication with customers, technicians, sales staff, and other internal and external customers.
• Directs and provides technical support for technicians as required to meet workload demands, and company or customer expectations and requirements.
• Recruits, interviews, hires, and trains technicians as required to meet workload demands, and company or customer expectations and requirements.
• Responsible for technicians’ on-time constructive performance appraisals, reviews, and for setting improvement goals per company requirements.
• Collaborates with appropriate personnel to handle technician discipline and termination procedures according to company policy; responsible for ensuring all company policies are followed by technicians.
• Supervises and directs technicians to effectively perform the functions of equipment repair, installation, service, start-up, operation, and other duties as required to ensure customer satisfaction.
• Reviews technicians’ work to ensure quality meets established standards, techniques, and safety requirements; makes recommendations and requirements to improve quality and productivity.
• Works in collaboration with the appropriate company personnel to establish and maintain a regular training program that ensures technicians are trained on the latest techniques and safety procedures for equipment and general working conditions.
• Conducts group and one-on-one meetings with technicians as required for training evaluation, and general communication; participates and / or conducts regularly scheduled department safety / information meetings.
• Communicates daily with dispatch reporting on project information, estimated time to complete jobs, labor hours and parts or material used and to ensure technicians are scheduled properly by skill level, efficiency, and training requirements.
• Seeks out and participates in industry-related opportunities for continuous development and on-going education; stays current on industry trends.
• Reviews work orders, invoices, and time reports to ensure accuracy and address discrepancies.
• Maintains, develops, and grows key service relationships and vendor rapport through on-going, pro-active communication.
• Effectively communicates key business updates and changes to service department staff.
• Collaborates with appropriate personnel to promote adequate, safe work environments; follows all applicable regulatory safety laws and guidelines.
• Demonstrates effective communication, assertiveness, versatility, and follow-through in responding to customer needs.
• Sets and achieves individual goals and supports department goals by contributing to a team environment.
• Demonstrates professional communication, projects a positive company image, and provides timely and accurate information in all assigned duties.

Marginal Functions / Responsibilities

Requirements :

Education / Experience / Training Requirements

Licensing Requirements

Skills / Abilities Requirements

LANGUAGE SKILLS

MATHEMATICAL SKILLS

REASONING ABILITY

Physical Demands

Stationary Position : Frequently required to perform work seated at a desk for 6-8 hours. Occasionally required to maintain a stationary position in a vehicle for 2-4 hours while traveling between jobsites.

Move : Frequently required to walk inside and outside jobsites and other work locations and routinely walks between workstations, offices, conference rooms and other facility locations.

Operate : Frequently operates a computer and other office productivity machinery, such as a phone, calculator, copy machine, and computer printer. Frequently uses repetitive finger motion while typing on a computer. Occasionally required to operate a skid loader, forklift, power tools and other power-driven equipment.

Ascend / Descend : Occasionally required to ascend / descend stairs and ladders to access all areas of equipment and jobsites including rooftops.

Positions self : Occasionally required to bend, stoop and access small, confined spaces.

Communicate : Frequently communicates with internal and external customers using spoken word and the ability to perceive the natural sounds of normal speaking levels. Must be able to exchange accurate information through oral and written communication and make fine discriminations in sound. Must be able to communicate information and ideas so others will understand.

Observe / Inspect : Able to observe details at close range, distance range, peripherally and with the ability to adjust focus. Frequently utilizes close visual acuity to perform computer duties and analyze data for accuracy.

Transport : Must be able to occasionally lift and / or move up to 50 pounds.

Exposed to : Frequently works near moving mechanical parts, is exposed to loud noise and vibration consistent with the use of power tools, equipment. Routinely exposed to outside weather conditions.

WHAT WE OFFER

WHO WE ARE?

Benedict Sales & Service, Inc., is a leading commercial mechanical contractor with operations throughout central and northern Wisconsin and eastern Minnesota. We are family owned and have been in business since 1938! We offer dynamic service and installation departments encompassing craftspeople in food service equipment, refrigeration, HVAC, metal fabrication, and beer / beverage systems all of which are supported by our experienced office support teams located in Altoona, WI, West Salem, WI, and Winona, MN!

WHY YOU’LL LOVE IT HERE!

At Benedict Sales & Service, we go the extra mile – to connect business to family . This is our purpose statement and standard of business; it’s who we strive to be day in and day out. Go the extra mile, might speak for itself, as we always want to go above and beyond the normal expectations. To connect business to family, speaks to how we go about our daily business. We need to always stay mindful of good business practices, but we strive to run those business practices through a family lens. We all want the best for our families, so why not conduct business in that same manner. Whether it is how we treat our staff or how we treat our customers, we want them all to know we have their best interests in mind as we strive to treat them like family.

Benedict Sales & Service is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.