Service Manager

OVERVIEW:

The Service Manager position is responsible for overseeing the repair and maintenance operations of all company-supported products and equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for providing the direction and leadership required to ensure professional technical services at profitable and quality standards.
• Responsible for communicating company objectives and policies as well as encourage employee participation and personal growth.
• Holds Level 10 meetings with direct reports and ensures Traction Procedures are followed regarding L10 meetings.
• Responsible for observing service personnel in repair circumstances and for providing the coaching necessary to develop safe, clean, efficient, and effective high-quality work.
• Oversees all clerical functions necessary to support the work order process (open/close, labor posting, sublet repairs, internal & external parts, etc.).
• Maintains working relations with the parts department and sees that proper procedures, records and reports concerning parts for service are in order.
• Assists in the preparation of service quotes as needed for Sales and/or PSSR’s proposals and cooperates with the sales department in evaluating used equipment for trade in.
• Assists in setting up equipment at shows, exhibits, demos, etc. as needed.
• Makes recommendations for tools and equipment and other facility capital expenditures and ensures that they are maintained and in good working order.
• Makes recommendations regarding service vehicle and asset purchases and coordinate those purchases and ensure that vehicles and assets are maintained and in good working order.
• Maintains working relationships with manufacturers.
• Works closely with the Technical Trainer to determine technician training needs and help coordinate the training on an ongoing basis.
• Responsible for safety issues, ensure safe operating procedures, OSHA and EPA compliance, and responsible to coordinate safety meetings/tool box topics on a regular basis.
• Develops markets for the service departments current abilities and future revenue opportunities.
• Develops and maintains all service efficiency and management reports required by the company and OEMS.
• Responsible for working with HR to help recruit and hire service employees.
• Responsible for holding formal employee performance reviews yearly as well as conduct quarterly conversations.
• Helps to conduct salary reviews annually for each service technician. Will conduct special salary reviews based on employee performance when warranted.
• Responsible for setting wage levels and technician grade evaluations for all service personnel.
• Direct involvement with in-field customer issue resolution.
• Responsible for the morale and discipline of the service personnel working within company policies, including termination, if necessary.
• Perform other duties as assigned by the Director of Service.

JOB REQUIREMENTS:

• Must share our Core Values: Do the Right Thing, Be Curious, Have Passion, and Be Innovative.
• 2-year technical degree or -year college degree in management, business, or equivalent experience.
• Extensive aggregate production equipment and/or heavy construction equipment background preferred.
• An above average computer comfort level to work with Word, Excel, Access, Power Point, MS Outlook, and Distributor Operating system.
• Requires a valid driver’s license and the ability to maintain an insurable driving record.
• Must have a working knowledge of business financial markets and apply the resources to maintain an efficient service department.

• Maintain excellent communications skills, both oral and written.
• Maintain excellent customer relations and strong interpersonal skills.
• Maintain high employee morale.
• Attain short- and long-term objectives through good management and planning.
• Should be personable, highly motivated, a problem solver, ethical, and able to adapt to all forces around them – customers, suppliers, coworkers, and manufacturers.
• Works in an efficient and effective manner.
• Contribution to departmental and product line goals.

COMPANY BENEFITS: (*certain benefits are adjusted based on position)

• Health
  • FSA
  • HSA w/ Employer Contributions
• Dental
• Vision
• Life / AD&D / Critical Illness
• 401k Company Match
• PTO Accrual
• Paid Holidays
• Prescription Safety Glass Reimbursement
• Safety Boot and Cold Weather Gear Reimbursement
• Annual Tool Allowance
• Employee Assistance Program
• Uniform/Clothing Allowance
• Employee Events
• Sponsorships
• Additional Job-Related Education and Trainings
• Short/Long Term Disability – Employer Paid

NATURE AND SCOPE OF JOB:

• Occasionally lifting, carrying, pushing, or pulling 100 pounds and/or frequently lifting, carrying, pushing, or pulling 50 pounds and/or continuous lifting, carrying, pushing or pulling 20 pounds.
• Occasional to frequent walking or standing.
• Frequent and continual movement as follows, often several of movements simultaneously (i.e., handle while crouching, carry while kneeling):
  • Kneel (bend legs at knee, come to rest on knees)
  • Crouch/Squat (bend body down and forward, bending legs and spine)
  • Crawl (move on hands, knees, and feet)
  • Climb (ascend/descend ladders, stairs, ramp, or step up on or down from equipment/trailer)
  • Stoop (Bend downward and forward at waist)
  • Lift (raise or lower object > 25 pounds from one level to another)
  • Carry (transport an object)
  • Push (press with steady force, thrust objects forward, downward, outward)
  • Pull (drag or tug objects)
  • Turn/twist (move a body part in circular motion)
  • Bend (bend downward and forward by bending the spine at waist)
  • Reach (extend hands and arms in any direction)
  • Handle (seize, hold turn with hands)
• Repetitive motion of wrists, hands, and fingers.
• Hearing and speaking to exchange information.
• Dexterity of hands and fingers to operate equipment.
• Consistently exposed to weather conditions, fumes, and loud noise.

The duties described above are the general nature and levels of work performed but are not intended to be a complete comprehensive list of all the duties, activities, and responsibilities required of job incumbents. Supervisors or managers may ask job incumbents to perform other duties as needed and/or required.

Management has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.