Service Manager I

Gregory Poole•Raleigh, NC

3d•Onsite

About The Position

The Service Manager I is responsible for serving customer repair needs and equipment in a timely and professional manner to ensure Customer Satisfaction. This role also involves managing company resources to maximize Financial Performance in terms of profit, productivity, efficiency, and return on capital. The Service Manager I will manage people, space, tools, and money to optimize Resource Deployment and create a stimulating environment for Personnel Deployment. Additionally, the role requires maintaining a safe, environmentally responsible workplace to ensure Regulatory Compliance.

Requirements

Must be a 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.
Must have at least intermediate PC skills, preferably in MS Word and Excel.
Must have a working knowledge of the Internet and MS Email.
Must be able to work for long periods while seated.
Must be able to 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 also.

Nice To Haves

Squad leadership experience.
Successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.
Possessing a general equipment knowledge and basic mechanical aptitude is advantageous.

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.
Turn customer equipment around in the shortest amount of time possible.
Ensure that the work performed 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.
Fully document repairs accurately and professionally.
Administer Warranty/Policy Guidelines to minimize customer expense while protecting relationships.
Manage the customer notification of all PIP and PSP repairs and assist in scheduling these repairs.
Inspect customer equipment whenever possible to provide a professional assessment of its condition.
Make recommendations for needed repairs, maintenance procedures, and operating parameters.
Conduct Monthly Review of KPI Metric and review of CI boards.
Conduct Weekly Tool Box Talks and previous week’s accident review 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.
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.
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.
Make necessary journal entries to correct any discrepancies.
Develop an annual business plan including budget, capital requirements, and manpower requirements.
Schedule all shop operations, prioritize activities, and match technician skills to repair tasks.
Recruit, hire, and retain qualified talent.
Work closely with HR and Training Departments to ensure the organization develops necessary skills.
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 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.