What are the responsibilities and job description for the Heavy Equipment Service Manager position at Equipment Corporation of America?

Job Description

Heavy Equipment Service Manager - Aldan, PA

Department : Service / Shop

Reports To : Branch Manager

The Service Manager position is an integral part to the ECA family. The individual placed in this position must be capable of handling a wide array of office functions along with shop functions. He / she must be a highly motivated individual with aggressive organizational and time management skills. To be a Service Manager with ECA one must possess multiple talents to include equipment operation and repair, problem solving abilities, superior customer service, strong ethics, heightened safety and security awareness, the ability to adapt to changing environments, the ability to work in a team, the initiative to work and the dependability to complete a task when given.

The Service Manager can be a demanding position which comes with the possibility of traveling to different job sites, training venues, and ECA functions. The individual in this position must be able to lead by example. The functions of the Service Manager are key and will include ensuring compliance of all company policies, utilizing company programs i.e. EBS, Foresight, Fleet Intelligence, Keep Truckin, and Concur. The Service Manager manages work orders, ensuring they are closed within 5 days of last posted activity, directs and assists all shop technicians with diagnosing problems, finding solutions and maintaining equipment.

The Service Manager leads the branch safety program, performs weekly safety meetings, ensures all Branch personnel have all required Personal Protective Equipment, maintains required safety inspections / certificates for shop tools and equipment. The Service Manager maintains exemplary customer service at all levels, maintains multi-departmental communications between parts, sales, service and corporate. At the end of the day, the Service Manager is the integral link in the ECA chain.

Summary : Supervises and coordinates activities of workers engaged in setting up, installing, repairing, and maintaining machinery and equipment, and in fabricating metal parts and tools by performing the following duties :

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Administration

Manages ECA Branch Service Operation to ensure profitability
Manage and monitor service employees to ensure work is performed with company goals in mind (Staff of 10 - 3 field techs, 6 in-house techs, 1 service assistant)
Plan and act to grow business
Ensure compliance of corporate policies
Manage and monitor all phases of the department's operations and performance
Perform shop employee evaluations
Nurture and maintain the highest level of customer satisfaction
Nurture and maintain the highest level of employee engagement
Identify and schedule training needed for shop employees
Manages and enforces company polices and safety programs for shop employees for the branch
Initiates or recommends plans to motivate workers to achieve work goals

Operations / Supervisory

Utilize EBS and foresight programs

Creates and Manages Work Orders

See Work Order Procedures

Manage work order closing to ensure invoicing occurs within 15 days of last labor activity on each job

Monitor all accounts, checking for accuracy, completeness and timely processing

Manage and monitor all warranty work for proper administration of claims

Ensure all warranty and policy decisions are mutually fair to the customer, dealer and manufacturer

Studies production schedules and estimate work hour requirements

Assigns daily / weekly dispatch and job schedules for shop employees

Ensures daily tasks are completed. Time sheets, Building maintenance, Safety checks

Monitor and invoice out shop employee travel expenses

Travel required

Equipment / Facilities

Manage and monitors maintenance schedules of equipment, control labor and parts cost to achieve required maintenance / repairs

Manage and maintain on / off hire inspection reports. Responsible for final inspection approval on inbound / outbound equipment

Establishes and adjusts work procedures and schedules to meet requirements

Implements changes in working conditions and use of equipment to increase the safety and efficiency of shop employees

Implements measures to improve production methods, equipment performance and overall quality

Analyze and resolve work problems and / or assist employees in solving problems

Maintains employee time and production records

Maintains maintenance records of shop and rental equipment

Assists all employees with troubleshooting and diagnostics of equipment

Ensures the office, shop, vehicles, tools and other company property are properly maintained within the guidelines set forth by the individual branch

Directs shop employees in the maintenance, repairs, assembling and dismantling of equipment

Interprets specifications, blueprints, schematics and job orders to shop employees

Safety

Lead the branch's safety program

Maintain appropriate and required training and safety certifications and documentation for shop employees and equipment

Ensures that all employees have and use proper P

ersonal P rotective E

quipment

Maintains up to date MSDS for the branch

Maintains required safety inspections / certifications for shop equipment. Example; yard crane, overhead crane, forklift etc

Customer Relations The Service Manager will serve as the primary liaison between our customers, and internal parts, service and sales departments for all service needs. Territory includes : East PA, Delaware, New Jersey, NY City, and some portions if Upstate NY

Maintains direct customer contact

Gathers as much information as possible for technicians going into the field

Assists in troubleshooting and diagnostics of equipment

Resolve customer complaints / problems with prompt and appropriate action to maintain excellent customer relations with respect for the customer's business

Determine, prioritize and implement actions needed for customer problems

Communicate with customers about returned rental equipment. Provide off hire reports and repair estimates in a timely manner

Department / Branch Communications

Coordinates activities of individual department with other supervisors / managers

Coordinates with Parts Department Manager to ensure needed spare parts are kept in inventory

Coordinates with the Sales Department regarding new / upcoming developments and equipment needs

Assists Parts and Sales Departments with special projects and technical support

Conduct informative department or branch meetings regarding the Service Department

Schedule :

Monday to Friday

Day shift

8 hour shift

Work Remotely

Job Type : Full-time

Benefits :

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Retirement plan

Vision insurance

Company vehicle / car allowance

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