Material Handling Service Manager

ACT•Winston-Salem, NC

About The Position

Direct and coordinate the activities of personnel engaged in service; run a profitable and efficient service department. Foster an efficient work environment conditioned to maximize profits and control expenses. Monitor the flow of the shop and field daily Manage customer situations and disputes accordingly Work closely with Warranty Manager to ensure warranty service and parts claims are handled to timely completion Make necessary business adjustments to invoices as required for billing and profitability Promote gross product growth and reduce expenses Communicate operational needs to Operations Director Monitor and support quote process to timely competition, including appropriate follow-up Team with centralized rental department in managing fleet Team with Corporate Rental Manager to ensure customer satisfaction and asset management Assist with providing back-up to Service admin team as needed Recruit, develop, motivate and strive to retain effective branch talent Conduct annual performance reviews of staff Ensure maximum team performance by encouraging self-improvement through training Provide coaching and counseling to service team to increase leadership and motivational skills Foster teamwork within the service department, the ACT branch network, and with all other departments Lead and direct Product Support Reps and foster teamwork with Sales department to ensure a high level of customer service for our customers Review and sign-off on all associate time cards and payroll Review and sign-off on work orders prior to posting in ELC and invoicing Participate in the creation and maintenance of Standards of Operating Procedures and processes for ACT service operations Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the ACT Employee Handbook Adhere to and enforce company policies and procedures Manage maintenance of building and property Ensure compliance with federal and state laws and regulations: U.S. DOT, OSHA, EPA, and EEOC Perform all other duties as assigned by management in a professional and efficient manner

Requirements

High School Diploma
Minimum of 5 years’ experience within a dealership environment or similar field
Excellent customer service skills
Computer savvy - be able to navigate internal system, use Outlook and Excel
Professional communication skills; written and oral

Responsibilities

Direct and coordinate the activities of personnel engaged in service
Run a profitable and efficient service department
Foster an efficient work environment conditioned to maximize profits and control expenses
Monitor the flow of the shop and field daily
Manage customer situations and disputes accordingly
Work closely with Warranty Manager to ensure warranty service and parts claims are handled to timely completion
Make necessary business adjustments to invoices as required for billing and profitability
Promote gross product growth and reduce expenses
Communicate operational needs to Operations Director
Monitor and support quote process to timely competition, including appropriate follow-up
Team with centralized rental department in managing fleet
Team with Corporate Rental Manager to ensure customer satisfaction and asset management
Assist with providing back-up to Service admin team as needed
Recruit, develop, motivate and strive to retain effective branch talent
Conduct annual performance reviews of staff
Ensure maximum team performance by encouraging self-improvement through training
Provide coaching and counseling to service team to increase leadership and motivational skills
Foster teamwork within the service department, the ACT branch network, and with all other departments
Lead and direct Product Support Reps and foster teamwork with Sales department to ensure a high level of customer service for our customers
Review and sign-off on all associate time cards and payroll
Review and sign-off on work orders prior to posting in ELC and invoicing
Participate in the creation and maintenance of Standards of Operating Procedures and processes for ACT service operations
Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the ACT Employee Handbook
Adhere to and enforce company policies and procedures
Manage maintenance of building and property
Ensure compliance with federal and state laws and regulations: U.S. DOT, OSHA, EPA, and EEOC
Perform all other duties as assigned by management in a professional and efficient manner