Service Manager I

Gregory Poole Equipment Company•Raleigh, NC

4d•Onsite

About The Position

The Service Manager I is responsible for managing company resources to maximize financial performance, including profit, productivity, efficiency, and return on capital. This role also involves managing people, space, tools, and money to optimize resource deployment, creating a stimulating environment for personnel, and maintaining a safe, environmentally responsible workplace to ensure regulatory compliance. The primary function is to service customer repair needs and equipment in a timely and professional manner to ensure customer satisfaction.

Requirements

High school graduate with at least 5 years of equipment service experience in a similar industry, preferably with squad leadership experience.
OR at least a 2-year business, management, or diesel/heavy equipment technology degree with at least 2 years of service-related group leadership, preferably in a similar industry.
At least intermediate PC skills, preferably in MS Word and Excel.
Working knowledge of the Internet and MS Email.
Ability to work for long periods while seated.
Ability to clearly communicate with customers on the phone or in person.
Physical ability to operate equipment to assist with loading and unloading if needed.
Excellent customer relations skills, primarily with verbal communications but with some written communications also.

Nice To Haves

Successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.
General equipment knowledge.
Basic mechanical aptitude.

Responsibilities

Serve 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, turning customer equipment around in the shortest amount of time possible.
Ensure that work is done right the first time and minimize rework.
Maintain daily contact with the customer to keep them apprised of the status of the repair.
Manage the billing process to ensure accuracy and fairness, and fully document repairs accurately and professionally.
Administer Warranty/Policy Guidelines to minimize customer expense while protecting relationships.
Manage customer notification of all PIP and PSP repairs and assist in scheduling these repairs at a mutually convenient time.
Inspect customer equipment whenever possible to provide a professional assessment of its condition and make recommendations for needed repairs, maintenance procedures, and operating parameters.
Conduct monthly reviews of KPI metrics and CI boards.
Conduct weekly Tool Box Talks and review previous week's accidents with technicians.
Manage the Profit/Loss Statement for the assigned operation, including sales, pricing, variance, expense controls, resource scheduling, and staffing.
Coordinate with the Credit Department to ensure customer credit worthiness before completing work and 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 ensure maximum returns.
Plan and schedule routine maintenance to ensure EPA and OSHA/MSHA/DOT compliance and plan for future expansion.
Review and approve all performance reports, ensuring they accurately reflect actual expenses, and make necessary journal entries to correct discrepancies.
Develop an annual plan including budget, capital requirements, and manpower requirements.
Schedule all shop operations, prioritize activities, and match technician skills to repair tasks to ensure quality and minimize turnaround.
Recruit, hire, and retain qualified talent to service customer machines.
Work closely with HR and Training Departments to ensure the organization develops necessary skills for the changing environment.
Provide annual performance reviews and regular career planning sessions with employees.
Enforce company policies pertaining to employee safety, hygiene, and behavior.
Protect the integrity and professionalism of the company's culture.
Professionally manage the separation process when necessary.
Ensure compliance with OSHA/MSHA/DOT Standards, including tooling, tooling maintenance, painting, safety, and routine state inspections.
Minimize Workman’s Compensation expense through continuous training, policy enforcement, and accident reporting.
Ensure EPA Compliance, including managing hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, OSHA/MSHA/DOT reporting, machine reporting compliance, vehicle licensing, and vehicle insurance.