SERVICE MANAGER

Description

Position Title:  Service Manager

Department:  Service

Reports to:  Service Director

Vermeer Great Plains – 100% EMPLOYEE-OWNED COMPANY

An authorized distributor for Vermeer equipment in Kansas, Oklahoma, and Western Missouri with five branch locations across the region.  A 100% employee-owned company, we provide dedicated sales, rentals, parts, and service support for customers in the tree care, landscaping, wood waste, organic recycling, underground construction, and mining industries. 

POSITION FUNCTION:

The Service Manager will efficiently manage and direct all aspects of the Service Department operations in a courteous and cordial manner, ensuring customer satisfaction and maximum efficiency for the business. The Service Manager will coordinate activities and cooperate with other departments of the business to best serve the needs of the customer.

ESSENTIAL PERFORMANCE RESPONSIBILITIES:

• Oversee the scheduling of all service work and assign to the technicians
• Oversee and understand the repair lifecycle to ensure satisfaction for the customers
• Hire and train Service Technicians and Admin
• Oversee the charge out of all service tickets, including:  customer, internal and warranty work in a timely manner
• Work with sales staff on prompt and cost-effective reconditioning of used equipment
• Assist technicians when needed
• Control expenses of Service Department while maintaining productive services for our customers
• Drive the Service Admin meeting to update all customers with open workorders
• Visit top 3 customers per month
• Conduct monthly service P&L meetings
• Conduct and/or participate in regular Service team meetings and weekly Store/AR meetings
• Control non-productive time and lunches
• Enforce a safe and efficient working environment
• Ensure Service SOPs are being implemented
• Stay current with the latest trends and developments within your field and industry by continuing your education with Factory Service Schools, VGP Service Schools, Individual Development Plans, etc.
• Follow all safety rules and regulations while performing work assignments and adheres to all policies and procedures as specified in Employee Handbook
• Other duties as assigned

Measure of success determined by established company guidelines, including but not limited to repairs completed, ability to complete repairs, time required to complete repairs, feedback from customers and teammates, ability to take guidance and direction from Manager professionally, and execute upon such feedback.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong PC proficiency with MS Windows and MS Office Suite; IntelliDealer and Paycom a plus
• High degree of customer service to both internal and external customers
• Mechanical/technical aptitude with excellent problem-solving skills and attention to detail
• Excellent leadership skills
• Ability to operate industrial equipment; including forklift, overhead hoist, etc.
• Demonstrated safe work habits
• Strong working knowledge of equipment operations and mechanical functions
• Fundamental understanding of current electronic diagnosing
• Strong ability to adapt to the people and environment around them - customers, suppliers, co-workers and manufacturer's employees
• Ability to conduct yourself in a professional, ethical and reliable manner with minimal supervision
• Strong verbal and written communication skills in order to communicate professionally, respectfully and honestly at all times
• Must be able to lift at least 50 lbs, stand, walk, use hands and fingers, handle, feel, reach with hands and arms, stoop, kneel, crouch or crawl, talk and hear 100% of the time
• Ability to be exposed to extreme weather elements, including wet and/or humid conditions, extreme cold and extreme heat regularly
• Ability to withstand moderate to high noise level in working environment regularly
• Must be able to work overtime and/or weekends as needed

QUALIFICATIONS:

• Associate degree in Applied Science, Diesel Mechanics, Diesel Technology, or related field, and 7 years of progressive Technician and/or equivalent Service leadership experience in the heavy equipment, industrial equipment or automotive industry; or equivalent combination of education and experience required
• 5 years Vermeer Technician experience preferred
• 3 years of leadership experience required
• Vermeer Technician Certification required within 6 months of start date
• Vermeer Advanced Technician Certification preferred  
• 2 engine manufacturer certifications preferred
• Must have a valid unrestricted Driver’s License and ability to maintain one throughout employment
• Background check, pre-employment drug testing and clean driving record required

FLSA status: Exempt

EOE

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of responsibilities and expectations of position. As the nature of business demands change so, too, may the essential functions of this position.