Service and Repair Manager

Description

JOB PURPOSE or JOB SUMMARY:

Primarily responsible for leading fellow service and repair team members by directing, coaching, and training the

department within the corporate goals determined by the business unit’s leadership team. The goal of the Service and Repair Customer Service Manager is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention by meeting and exceeding customer expectations. As a people leader, they support a positive culture, build strong relationships, and provide ongoing feedback. 

Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Team Leading

• Set a clear mission and deploy strategies focused toward that mission.
• Develop service procedures, policies, and standards.
• Assist with the implementation and design of current and new business processes,
• information technology tools, departmental communications, and training in order to achieve the business unit’s goals and objectives.
• Collaborate with all departments as needed to improve, direct and re-enforce the goals and objectives of the business unit’s leadership team.
• Keep accurate records and document customer service actions and discussions.
• Maintain an orderly workflow for all team members to meet customer requirements.
• Recruit, mentor and develop team members in an environment where they can excel through encouragement, coaching and formal training.
• Schedule and approve all aspects of daily work requirements, including approving individual time off requests and schedule changes.
• Serve as back up to the Service Coordinator and Service CSR during absences.
• Manage and adhere to budget approved by the leadership team. 
• Performs other duties as assigned.

Vendor Interaction/Order Maintenance

• Create repair BOM’s (Bill of Material) by working directly with vendors/suppliers regarding price and availability of components needed to complete the repair.
• Verify items by comparing items requested to the inspection report provided by the technician, clarifying unclear items, and recommending alternatives.
• Maintains open dialog with suppliers (both internal and external) and vendors regarding warranty issues.

Customer Interaction

• Take ownership of customer’s issues and follow problems through to resolution.
• Manage customer communications throughout the department including customer disputes, quality issues, supplier issues or other departmental disputes to ensure corporate goals are achieved. This may include off-site customer visits, training, or other forms of external communications.
• Interact directly with customers either by telephone, email or in person.
• Provide customers with information and literature detailing the services offered by the business unit.
• Generate quotes for new commodities with price and lead time at the customer’s request.
• Generate quotes for new commodities for items that have been inspected and have been deemed damaged beyond repair or damaged beyond economic repair.
• Respond quickly and accurately to customer inquiries and organize workflow to meet customer timeframes.
• Provide timely and accurate information to customer order status requests.
• Process customer returns and issue return authorizations according to established department policies and procedures.
• Take payment information.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPETENCIES:

• Ability to think strategically and to lead.
• Advanced multi-tasking and troubleshooting skills.
• Ability to adapt to situations where there are few concrete variables to resolve a problem.
• High degree of interpersonal skills with excellent written and oral communication skills.
• Must possess the personal discipline to establish the proper image as a representative of the business unit with the ability to meet and work with the customer in a professional manner.
• Knowledge of hydraulics and pneumatics and ability to read hydraulic and electrical schematics.
• General knowledge of estimating time and materials needed to complete the requested scope of work.
• Ability to move or transfer products with an overhead crane and forklift.
• Use of basic hand tools, pneumatic tools, and power tools.
• Use of a digital voltmeter for the purposes of troubleshooting.
• Use of calipers and other devices for measuring.
• Computer proficiency to include Microsoft Office Suite.

PHYSICAL AND MENTAL DEMANDS:

• Office hours average 40 per week; may require additional hours including evening and weekends depending on business needs.
• Standard work hours for the service department are Monday through Friday, 7am – 4pm and/or as aligned with manager and site needs. Remote work arrangements applicable as approved by manager.
• Work typically performed in an indoor office and shop environment.

Travel

• Minimal – Up to 10%.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

• Frequently required to sit at a desk/workstation for extended periods of time. Must be able to lift 15 pounds at times.  

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Requirements

Education/Experience

• High school diploma, trade school certificate or General Education Degree (GED).
• Minimum of 3-5 years Human Resources experience required.

Licenses/Credentials/Certifications

• Valid Driver’s license with no minor moving violations within the most recent 36-month period and no major violations or suspensions in the most recent 60-month period.

Salary : $65,000 - $90,000