What are the responsibilities and job description for the Service Team Manager position at IMI?
Purpose: Manage service tech team to ensure exceptional service to all IMI Equipment customers. Coordinates delivery of sales support and technical support services to IMI equipment customers, including field maintenance services and audits, to ensure that customer needs/interests are met on a timely, cost-efficient basis. Manage installation and service of IMI equipment in accordance with company guidelines.
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General Expectations: Adherence to core values
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General Expectations: Adherence to core values
- Drive: Make things happen. Don’t wait for things to happen.
- Grit: Get back up. Don’t quit.
- Humility: Check your ego at the door. Don’t be arrogant.
- Others First: Think “We” over “Me.” Don’t be selfish.
- Joy: Take a positive approach. Don’t kill the vibe.
Essential Responsibilities and Duties:
1. Management of Wheel Refinishing Service
1. Management of Wheel Refinishing Service
- Ensure exceptional service to all IMI equipment customers
- Schedule and maintain PM visits and equipment installations
- Provide additional installation support
- Schedule service Milcure audits for all participating customers & follow up on technician entry of audits in the system
- Coordinate purchase of technician tools and equipment as needed
- Manage and schedule service technician field work
- Regular PM and inspections on IMI service vans
- Primary contact for service techs for installations to address any vendor QC, missing parts, etc.
- Perform troubleshooting for service issues on the phone
- Work toward satisfactory solutions to major issues which may include site visits and discussion with leadership and customer service
- Ensure all equipment manuals and materials are current
- Coordinate inventory on service vans
- Approve Service Tech expense reports
- Approve service Tech time sheets
- Approve Service Tech PTO
- Review performance of Service Technicians
- Participate in interviewing and hiring service technicians
2. Installs – Standard and Custom
- Maintain install calendar
- Manage and lead new customer onboarding process
- Prepare drawings of equipment layouts and floor plans as needed
- Pre-onboarding phone calls
- Confirm requirements of customer for installs
- Post-installation phone calls
- Engineer and design all custom installs within parameters of customer space
- Coordinate orders with customer, sales and operations
- Pre-site visit at site location if necessary
3. Training
- Coordinate service tech training
- New equipment
- o Existing equipment
- OSHA
- Identify training needs and develop resulting training programs for all service technicians
- Coordinate manufacture visits for new equipment training
- Identify certifications for service techs related to the Wheel Rim Industry
- Develop and implement check & balance training for all WRS equipment which includes “test your knowledge” quizzes
4. Customer Training
- Assist Marketing in maintaining all training videos for customers related to equipment and update as needed
- Lead Milcure training as needed
- Lead Aluminum Wheel Cleaning training as needed
5. Communication
- Daily calls with service techs for updates and discussions
- Communicate with all other departments as necessary
6. Field Travel
- Up to 25% Travel required
- Service audits as needed
- On site evaluation of service techs (job site)
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
