Service and Parts Manager

Job Description

Service & Parts Manager

• Reports To: Regional Operations Manager
• Subordinates: Service Administrator

Service Technicians (Field)

Service Technicians (In-Shop)

Yard & Grounds

Parts Personnel

Warehouse Personnel

• Location: Harmony Branch
• Exemption Status: Exempt
• Job Outline

Reports to the Regional Operations Manager and is responsible for the management and/or supervision of the following functions:

• • In-shop service and repair of machines and equipment
  • In-plant reconditioning and remanufacturing of components
  • Field service and repair of machines and equipment
  • Plant and plant equipment maintenance and repair, housekeeping and security
  • New and used equipment preparation (as communicated with Sales/Rental Coordinator)
  • Warranty repairs
  • Rental/Lease fleet maintenance and repairs (as communicated with Sales/Rental Coordinator)
  • Mechanical training programs
  • Safety programs
  • Environmental compliance regulations
  • Material safety and data sheets
  • Demonstrate leadership in all aspects of the parts department.
  • Coach and mentor parts department employees on a regular basis with regards to efficiency, productivity and profitability.
  • Ensure customer satisfaction. Work with parts employees to know the customers current and future expectations and work with all departments to ensure resolve customer concerns.
  • Utilize SOP manuals and guidelines to administer parts department policies and processes.
  • Manage and supervise parts personnel within their given branch.
  • Oversee cycle count process and make appropriate adjustments while ensuring inventory control.
  • Maintain the retail sales floor and displays to show the store in a professional manner.
  • Assist frontline personnel for emergency orders and expediting. Regular analysis of supplier back orders.
  • Consistently print, analyze and take action regarding the following branch ERP reports: Open Back Orders (for unattended parts), Confirm Picking List (for service work orders), Lines to be Received (for parts back orders), and Inventory in Transit (for transfers).
  • Execution of both corporate and branch level processed parts returns to vendors.
  • Insures availability to adequate coverage at all times in order to maintain proper customer and department needs.
  • Other duties as assigned

Also:

• Enforces all policies and procedures specified in the company handbook
• Maintains high employee morale
• Maintains excellent customer relations
• Attains short- and long-term objectives with good management/planning
• Meets OSHA and EPA compliance

• Duties
  • Forecasting and Planning
    • Develop and schedule parts and service expense budgets for the Harmony location in conjunction with Regional Operations Manager.
    • Forecast capital expenditures
    • Departmental objectives will be created and submitted on schedule
    • The objectives will be directed towards: Employee Productivity, Customer Satisfaction, Market Penetration and Departmental Profitability
    • Employee performance reviews will be held at least once per year with all direct reports
    • Salary reviews will be conducted annually for each employee with special reviews performed according to employee performance, however, no salary increases can be processed without prior approval of the fiscal year plan by the President

• • Organizing
    • Responsible for determining repair methodologies and job flows to maximize the effectiveness, the efficiency and the customer satisfaction of the parts and service functions.
    • Develop and monitor performance standards and measurements
    • Develop and maintain all parts and service efficiency and management reports and reporting methods
  • Staffing
    • Work with Regional Operations Manager to develop and maintain competitive compensation and incentive programs for all service job functions.
    • Recruiting, hiring and training of all parts and service employees
    • Planning educational and training programs covering company policies, procedures and technical methods
    • Responsible for the professional and management development of the key department employees through outside training on an ongoing basis
  • Directing
    • Providing direction and leadership required to achieve professional technical services at profitability and quality standards
    • Conducts regular parts and service meetings and training sessions to communicate company objectives and policies, to develop technical skills, to highlight safety measures and to encourage employee participation and personal growth
    • Observes parts and service personnel in repair circumstances and for providing coaching necessary to develop diagnostic, safety, clean, efficient and effective high quality work
    • Responsible for supervision of all direct reports and for providing these individuals with the guidance required for them to reach both their corporate and personal goals.
  • Controlling
    • Continually monitors the progress of the department, and that of individuals in the parts and service departments, toward the quality and profit goals
    • Identifies deviations from the plan and recommends and/or takes corrective actions
    • Consults daily with all direct reports either in person or by phone
    • Disciplines parts and service department personnel, within company policies, up to and including termination

Job Requisites

The individual in this position should be personable, a problem-solver, reliable, a leader of people, ethical, intelligent and able to adapt to all of the forces around them customers, suppliers, department employees, co-workers and manufacturers employees.

• Education/Training/Experience
• A bachelors degree or equivalent experience in service operations and labor selling at the management level
• General Skill Requisites

• Strong organizational skills
• Good communications skills
• Excellent customer relations skills
• Good computer and systems knowledge

• Specific Skill Requisites

• A good working knowledge of equipment operations and mechanical functions
• Solid shop floor management knowledge & working knowledge of shop layout
• Good understanding of financial reporting principles
• Supervisory and management training in related fields
• Good business acumen
• Leadership skills in a specialized repair environment
• A solid understanding of pricing principles and discounting effects

• Physical Requirements

• Ability to lift 50 lbs. on a regular basis
• Ability to sit, stand, walk regularly (8 hours per day)
• Valid drivers license and ability to meet company driving requirements.

Groff Tractor & Equipment, LLC. is an Equal Opportunity Employer.