What are the responsibilities and job description for the Service Manager- EPG Gulf (Mobile, Pensacola, Panama City, Dothan) position at Thompson Tractor Company, Inc.?
The Service Manager is the team leader for the entire Branch Service Department and is responsible for ensuring that customer needs are met at the highest level. The Service Manager will support all Department personnel building a culture of teamwork throughout the Company
Essential Responsibilities & Expectations
- Coach and direct Service Department employees
- Manage Work in Process to assigned metrics
- Monitor, improve, and maintain employee performance
- Ensure proper planning of jobs, quoting, parts availability, and manpower
- Effectively handle customer objections and concerns
- Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
- Monitor customer satisfaction and employee morale and take steps to improve both when necessary
- Minimize customer downtime with accurate and efficient job planning and repairs
- Effectively communicate with company personnel
- Coach and develop divisional supervisors as needed
- Dispatch technicians
- Ensure technicians understand and are on track with their projected career path and training requirements
