Service Manager

PRIMARY FUNCTION:

• Service customers repair needs and equipment in a timely and professional manner to ensure Customer Satisfaction.

• Manage company resources to maximize Financial Performance in terms of profit, productivity, Efficiency and return on capital.

• Manage people, space, tools, and money to optimize Resource Deployment.
• Create a stimulating environment to provide for Personnel Deployment.

• Maintain a safe environmentally responsible workplace to ensure Regulatory Compliance.

ESSENTIAL DUTIES:

Customer Satisfaction

• Serve our customers in a timely, professional manner and provide high quality services at a value-based price.
• Provide prompt response to customer needs and minimize downtime. Turn customer components around in the shortest amount of time possible.
• Ensure that the work we do is done right the first time. Minimize rework.

• Maintain daily contact with the customer to keep them apprised of the status of the repair being performed. 

• Manage the billing process to ensure accuracy and fairness. Fully document repairs accurately and professionally.
• Administer Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.
• Manage the customer notification of all PIP and PSP repairs. Assist the customer in scheduling these repairs at a mutually convenient time.

• Inspect customer equipment whenever possible to provide a professional assessment to the equipment’s condition.  Make recommendations for needed repairs, maintenance procedures and operating parameters.

Financial Performance

• Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.
• Manage company assets, including facilities, vehicles, equipment, tooling and personnel to minimize return of capital.
• Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.
• Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.
• Manage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance, insure EPA and OSHA compliance and plan for future expansion.
• Review and approve of all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancies.

Resource Management

• Schedule all shop operations.  Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.

Personnel Development

• Recruit, hire, and retain qualified talent to service our customer’s machines.
• Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.
• Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.
• Enforce company polices pertaining to employee safety, hygiene and behavior.
• Protect the integrity and professionalism of our company’s culture.
• Professionally manage the separation process when necessary.

Regulatory Compliance

• Insure our compliance with OSHA Standards including tooling, tooling maintenance, painting and routine state inspections.
• Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.

Insure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, MSHA reporting, machine reporting compliance, vehicle licensing and vehicle insurance.

MINIMUM REQUIREMENTS:

Education:

Must be a high school graduate with at least 5 years equipment service experience in a similar industry preferably with squad leadership experience; or have at least a 2-year business, management or diesel/heavy equipment technology degree with at least 2 years' service related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.

Work Experience:

(See above)

Physical:

Must be able to work for long periods while seated and can clearly communicate with customers on the phone or in person

Must have physical ability to operate equipment to assist with loading and unloading if needed

Must have excellent customer relations primarily with verbal communications but with some written communications too

Other:  

Must have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email

Possessing a general equipment knowledge and basic mechanical aptitude is advantageous

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.