Service Manager

Vermeer Mountain West operates across 8 states with 10 locations supporting Vermeer products with world-class facilities and employees. Our people come first! With a competitive benefits package that includes 100% employer paid health insurance, we invest in the growth of our team members as they continue to make the impossible, possible for our customer on a daily basis! We are looking for a highly motivated Service Manager in our Albuquerque location.

The Service Manager is accountable for the lifecycle experience related to all service, warranty, and telematics. Our ideal candidate is an experienced leader, with a strong technical aptitude and the ability to organize, train and supervise personnel. They are mentor, teacher, and motivator for their service team. If this sounds exciting to you, apply today!

Principal responsibilities include but are not limited to:

Service Department Oversight:

• Manage service work orders in EBS-Dispatch system with unique segments for each repair and corresponding job codes. Adds or adjusts segments throughout repair cycle as necessary.
• Oversee the Service Admin’s scheduling and dispatching of service work according to priority and maintains an orderly flow of work leveraging the EBS system functionality.
• Principal accountability to oversee and ensure technician productivity and efficiency, minimize unrecovered time, rework and performance against repair quotes and SJC.
• Collaborate with Sales team and Supervisors on equipment request forms, equipment transfers, trade-in inspections and prompt repair, and trucking loads between branches.
• Lead the adoption of Best Practices and manage the implementation throughout the service department. Such as; job codes, bar scanning, online and technology driven technical support.
• Ensure that communication between customer, technician, parts and sales are effective.
• Coordinate short and long-term service parts needs to ensure seamless and timely delivery of services.

Technical Support:

• Balance the level of tech support provided with customer need and capability while sustaining and promoting VSW services and offerings. Keeping safety and liability at the forefront.
• Recognize and promote recommended maintenance and upsell opportunities.
• Collaborate with Service Admin’s on machine diagnosis and needed repairs. Assist and review estimates and quotes.
• Act as initial point of contact for customer dispute or resolution.

Training:

• Oversee the on-boarding process with new service and support other personnel as needed.
• Manage the tracking of training time and support training time requirements.
• Act as primary motivator and leader of company culture within the shop – leading with a “Be Humble, Stay Hungry, Always Hustle” mentality

General Qualifications:

• High level of computer proficiency
• General willingness to help others and be a team player.
• Excellent customer service skills, able to handle customer complaints, de-escalate situations, accept criticism, able to turn negative situations into positive experiences and opportunities.
• Must demonstrate excellent people management skills for both internal co-workers and subordinates as well as external customers and suppliers.
• 3-5 years of experience as a service manager/supervisor or equivalent experience.
• CDL Preferred

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Service Management: 3 years (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Albuquerque, NM 87113: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $85,000