General Service Manager

Dobbs Equipment•Spartanburg, SC

56d•Hybrid

About The Position

Dobbs Equipment is looking for a General Service Manager to oversee locations in South Carolina. This position will focus on achieving customer support and satisfaction goals for service marketing and management capability in a specific geographic area of responsibility. Manages the product support process to preempt and resolve technical and/or service issues impacting machine performance and uptime by developing customer relationships and supporting growth for Dobbs Equipment. This position will report to the Director of Service with dotted line direction from the President of South Carolina.

Requirements

Valid Driver’s License and maintain a clean driving record.
Knowledge of industrial equipment maintenance and operation.
Management experience
College degree required plus at least 10 years of industry related experience.
Heavy equipment service experience
Demonstrated service operational skills. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
Willingness to travel. More than 50%
Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others.)
Knowledge of products and services offered by the appropriate area of responsibility. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
Knowledge of products, customers, markets, and competitors. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
Good interpersonal, negotiation and conflict resolution skills
Organization and communication skills must be highly developed.
Computer skills need to be broad based.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra, statistics, and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Guide Branch Service Management on operating issues by driving economic and efficiency goals
Works with President, Director of Service, and General Manager on manpower requirements
Mentor and Train Service Managers on effective customer support via service operations.
Review WIP and LDL performance routinely with branch leadership, identify aging or stalled repair orders, assign corrective actions, and ensure timely resolution of operational barriers.
Work with the branches to achieve Service goals and KPI’s
Monitors records related to performance of service employees and aids branches in performance evaluation
Coordinates with Deere, Wirtgen, and Allied Manufacturers on programs, warranties, and technical issues
Coordinate and lead safety programs with Corporate Safety Manager
Ensure SOP, policy, warranty, safety, and internal-control compliance
Mandate Shop, yard, tooling, and customer-facing area cleanliness
Oversee Technician productivity, labor utilization, recovery, and gross-profit management
Work with branches on staying current on product improvement programs from Deere & Allied vendors
Proactively work with branches to resolve customer disputes and technical issues.
Actively lead Preventative Maintenance Contracts (PM’s) and Repair and Maintenance Contracts (M&R)
Drive repair-order accuracy, timely estimates and approvals, effective scheduling, technician productivity, labor utilization, recovery, and service gross-profit performance
Lead cross-functional coordination with Parts, Sales, Warranty, Product Support, and branch leadership
Travel regularly to assigned branches to oversee service operations, coach branch service leadership, evaluate execution, and verify that corrective actions are sustained.
Manage and facilitate successful work-in-process (WIP) performance across assigned branches
Monitor customer experience, open estimates, callbacks, rework, repeat failures, and disputed invoices; lead root-cause analysis and corrective action when performance does not meet expectations.
Establish and review branch service performance metrics, communicate results to leadership, and develop action plans for locations not meeting operational, financial, quality, safety, or customer-service expectations.