Service Manager

The Service Manager is responsible for directing and managing Kraft Tank Corporation’s Service operations, assets, and resources for the service, repair, maintenance, and fabrication of company and customer equipment. This role requires a high level of leadership and customer service both to internal and external customers while meeting operational and service standards to maintain a high level of accuracy, safety, and productivity.

Position Responsibilities

• Supervise service technicians and service advisors.
• Manages customer complaint problems pertaining to service & repair work. Escalates customer issues to the Director of Service as needed.
• Promotes and supervises the training of service technicians with in-house or outside training programs.
• Manages attendance in a timely manner and counsels/disciplines employees as appropriate.
• Conduct annual performance reviews and recommend pay increases as appropriate by utilizing the company’s Human Capital Management technology.
• Confirms that the appropriate tools and supplies are available to technicians.
• Confirms that proper tool management and maintenance for department is maintained.
• Orders and maintains adequate supplies for service department.
• Responsible for fixing or replacing tools.
• Responsible for the safety of service technicians and maintaining a safe working environment.
• Maintains shop organization and cleanliness.
• Make sure warranty claims are processed and forwarded to supplier on time.
• Helps service personnel diagnose issues to keep the job on task.
• Responsible for overseeing the accuracy of Repair Orders from start to finish.
• Approves time sheets with prompt submittal to payroll department, confirming hours worked prior to submitting.
• Confirm all technicians wear Personal Protective Equipment (PPE) and follow safety guidelines. Provides corrective action and coaching in instances of non-compliance.
• Reports all accidents to the Director of Service, Director of Operations and Human Resources
• Work with Human Resources and management on workforce planning, recruitment, and interviewing.
• Train, motivate, hold accountable and monitor the performance of all service department staff.
• Initiate employee corrective action and consult with Human Resources as needed.
• Work with Service Advisors to ensure all Repair Orders are scheduled properly, adjusting workload will be necessary at times.
• Work with the team to close out repair orders daily.
• Evaluate each technician's job to confirm the work was completed within the allotted timeframe and correctly.
• Assist with the tenant parking spots and yard check process for the service department to maintain customer needs and an efficient yard.
• Perform a Quality Control check on each job to ensure the work is up to Kraft Tanks Standard to limit the amount of comeback work.
• Ability to assist with creating standard jobs as needed.

• Ability to lead, motivate, encourage, and provide discipline to a team.
• Strong time management skills.
• Ability to work independently and collaboratively.
• Experience in Salesforce.
• Proficient in Office 365 Applications.
• A minimum of 5 years’ experience in Service at Kraft Tank Corporation and/or a related industry.
• A minimum of 2 years’ experience managing a team of three or more direct reports, as well as remote employees.
• Qualified candidates must demonstrate exceptional written and verbal communications, the ability to multi-task and a passion for quality, creative work.
• Ability to meet deadlines.
• A positive can-do attitude.

Physical Requirements

• Ability to lift up to 75 lbs.
• Ability to stand, walk, sit, reach with hands and arms, climb, crouch, or crawl for long periods of time.
• Computer work as needed in an office setting to keep service department organized and efficient.
• Must be able to communicate effectively in written or verbal skills with management and team members.
• Reasonable accommodation will be provided for those requiring assistance.