Service Manager

Description

POSITION SUMMARY: Manages and directs all aspects of the Service Department in a manner which ensures maximum benefits and profitability to the company. Coordinates, motivates, and develops service department staff in effective and efficient operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

1. Schedule all service work and assignments for technicians. Oversee work to insure satisfaction for the customers.
2. Advise customers of repairs and estimated cost of their repairs.
3. Charge out all service tickets, customer, internal and warranty in a timely profitable manner.
4. Maintain clean and orderly shop area at all times and lot with correct placement of machinery.
5. Maintain and keep current the service library manuals and bulletins.
6. Train service technicians and assist when needed.
7. Control expenses of service department while maintaining services for customers.
8. Prepare and follow a sales and operating budget.
9. Conduct regular service department meetings.
10. Administer warranty claim procedures for all machines sold.
11. Establish and maintain filing and storage system for warranty parts so any warranty necessary for return is on hand.
12. Process and update service technician records, i.e. recovery rates.
13. Attend any company, store and community functions that will benefit the dealership.
14. Strive for innovative improvements that can be incorporated into existing practices.
15. Provide programs to insure the productivity of each employee and to upgrade capabilities.
16. Assure that employees are cross-trained to ensure adequate coverage for all positions.
17. Insure that new machines and machines going out on a demonstration are clean and in ready to go condition; that follow-up service is conducted and required.
18. Work closely with the parts personnel to insure parts required are available.
19. Maintains knowledge of regulations and compliance as it related to USDOT, OSHA, EPA, and EEOC/ADA.
20. Maintain a safe working environment and adhere to company safety program at all times.
21. Perform other duties as assigned.

Customer Service Responsibilities:

• Ensure every customer is satisfied with the products, services and support of all staff.
• Resolve customers concerns efficiently and effectively.
• Promote a positive attitude at all times.
• Maintain a professional appearance and demeanor.
• Exhibit Birkey's high level of customer service on a daily basis.
• Acknowledge appreciation of clients and customers.

This organization reserves the right to revise the essential position functions as the need arises.

Qualifications

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Individual should have an Associates Degree or its equivalent. Should be able to set work priorities and work independently in the absence of supervision and be able to understand and carryout oral and written directions. Individual must have the ability to maintain a high degree of motivation in team members to retain the focus of providing the highest level of customer satisfaction.

The individual should have 2 4 years of related experience, steady work record, and must be able to perform each of the essential position functions.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to get around the dealership and grounds for various tasks.
• The employee would normally lift or move 10 lbs., frequently lift or move up to 25 lbs. and occasionally lifts or move up to 75 lbs.
• Ability to tolerate up and down movement with bending or stooping including reaching above and below shoulder height with arms and hands.
• Ability to be on ones feet for extended periods of time.
• Ability to operate equipment or other power equipment as necessary.
• Must meet health assessment requirements.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently exposed to dust, odors, oil, fumes and noise.
• The noise level in the work environment is usually moderate.
• While performing duties, the employee may be near moving mechanical parts and inside and outside weather conditions.
• While performing the duties of the job, the employee will perform extensive keystroke tasks.