Service Manager II - Earthmoving

Thompson Tractor•Spanish Fort, AL

3d•Onsite

About The Position

Position Summary The Service Manager is the team leader for the entire Branch Service Department and is responsible for ensuring that customer needs are met at the highest level. The Service Manager will support all Department personnel building a culture of teamwork throughout the Company. Essential Responsibilities & Expectations Coach and direct Service Department employees Manage Work in Process to assigned metrics Monitor, improve, and maintain employee performance Ensure proper planning of jobs, quoting, parts availability, and manpower Effectively handle customer objections and concerns Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required Monitor customer satisfaction and employee morale and take steps to improve both when necessary Minimize customer downtime with accurate and efficient job planning and repairs Effectively communicate with company personnel Coach and develop divisional supervisors as needed Dispatch technicians Ensure technicians understand and are on track with their projected career path and training requirements Uphold the Core Values of Safe and Secure, Stronger Together, People of Integrity, and Driven to Serve. Qualifications Minimum Education: High school diploma or the equivalent required Minimum Experience : Experience working as a service technician preferred Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position. Must possess or demonstrate the ability to quickly acquire the following required skills and competencies: Skills and Competencies: Telephone / verbal / written communication skills Strong heavy equipment technical skills Microsoft Office Suite Microsoft AX2012 Microsoft SharePoint Job Training: Microsoft Word and Excel - basic and intermediate Supervisory skills training Business communication training OSHA & MSHA required training Vendor and technical sites Compliance training Safety Summary Working Conditions Work is normally performed in a Service Department shop office or shop environment. Exposure to physical risk and variable weather conditions is associated with this position. Standing on hard surfaces for extended periods of time is often required. Physical Requirements Ability to speak, write, listen, and type effectively. Ability to safely grasp, stoop, kneel, and climb as needed for the position. Ability to safely lift up to 75lbs. Job Hazards Tripping, slipping, falling Strains due to lifting Overexertion due to stress and fatigue Repetitive hand motion (computer work) Back and neck strain Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

Requirements

High school diploma or the equivalent required
Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
Telephone / verbal / written communication skills
Strong heavy equipment technical skills
Microsoft Office Suite
Microsoft AX2012
Microsoft SharePoint
Ability to speak, write, listen, and type effectively.
Ability to safely grasp, stoop, kneel, and climb as needed for the position.
Ability to safely lift up to 75lbs.

Nice To Haves

Experience working as a service technician preferred

Responsibilities

Coach and direct Service Department employees
Manage Work in Process to assigned metrics
Monitor, improve, and maintain employee performance
Ensure proper planning of jobs, quoting, parts availability, and manpower
Effectively handle customer objections and concerns
Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
Monitor customer satisfaction and employee morale and take steps to improve both when necessary
Minimize customer downtime with accurate and efficient job planning and repairs
Effectively communicate with company personnel
Coach and develop divisional supervisors as needed
Dispatch technicians
Ensure technicians understand and are on track with their projected career path and training requirements
Uphold the Core Values of Safe and Secure, Stronger Together, People of Integrity, and Driven to Serve.