Service Manager I

Gregory Poole Equipment Company•Raleigh, NC

22h

About The Position

The Service Manager I is responsible for meeting customer repair and equipment service needs in a timely, professional manner while supporting customer satisfaction and the operation’s financial performance. The role manages people, facilities, tools, and budgets to deploy resources effectively, foster a productive work environment, and maintain a safe, environmentally responsible workplace in compliance with applicable regulations. The manager oversees customer service, repair scheduling and work-order administration, financial performance, staffing and employee development, company assets, and regulatory compliance. The position also develops an annual operating plan and budget, monitors performance reports and key performance indicators, and supports technicians through safety talks and ongoing development.

Requirements

High school diploma or graduation and at least 5 years of equipment service experience in a similar industry; squad leadership experience is preferred; or a two-year business, management, or diesel/heavy equipment technology degree and at least 2 years of service-related group leadership experience, preferably in a similar industry.
Ability to work for long periods while seated and clearly communicate with customers by phone or in person.
Physical ability to operate equipment to assist with loading and unloading when needed.
Excellent customer relations skills, primarily verbal and also written.
At least intermediate PC skills; working knowledge of the Internet and MS Email.
General equipment knowledge and basic mechanical aptitude are advantageous.

Nice To Haves

Squad leadership experience.
A two-year related degree and successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.
Proficiency with MS Word and Excel.
General equipment knowledge and basic mechanical aptitude.

Responsibilities

Provide timely, professional, high-quality customer service at value-based prices, respond promptly to customer needs, and minimize equipment downtime and repair turnaround time.
Ensure repairs are completed correctly the first time and minimize rework.
Maintain daily communication with customers about repair status; ensure repair documentation and billing are accurate and professional; and administer warranty and policy guidelines fairly.
Notify customers of PIP and PSP repairs and help schedule them at mutually convenient times.
Inspect customer equipment when possible and recommend repairs, maintenance procedures, and operating parameters.
Review KPI metrics monthly and review CI boards; conduct weekly toolbox talks and review the previous week’s accidents with technicians.
Manage the assigned operation’s profit-and-loss performance, including sales, flat-rate pricing, variances, expense controls, scheduling, and staffing.
Coordinate with the Credit Department to assess customer creditworthiness before work is completed and administer cash-on-delivery transactions.
Manage work-order administration, including timely and accurate reporting of parts, shipping charges, outside purchases, warranty claims, and labor charges, while minimizing work in process.
Manage company vehicles, equipment, and tools to maximize returns; plan routine maintenance and support regulatory compliance and future expansion.
Review and approve performance reports, verify expense accuracy, and make journal entries to correct discrepancies.
Develop an annual business plan covering the budget, capital needs, and manpower requirements.
Schedule shop operations, prioritize work, and match technician skills to repair tasks to support quality and efficient turnaround.
Recruit, hire, and retain qualified employees; work with HR and Training to develop the skills needed by the organization.
Conduct annual performance reviews and regular career-planning sessions, assess performance, recommend training, counsel employees, and provide support as needed.
Enforce company policies concerning employee safety, hygiene, and conduct; protect the company’s professional culture; and manage employee separations when necessary.
Ensure compliance with OSHA, MSHA, and DOT standards, including requirements related to tools, maintenance, painting, safety, and state inspections.
Reduce workers’ compensation expenses through ongoing training, policy enforcement, and accident reporting.
Ensure EPA compliance and manage hazardous-waste disposal, fluid recovery, spill reporting and cleanup, stormwater management, random testing, regulatory reporting, machine reporting compliance, vehicle licensing, and vehicle insurance.