Service Manager II - Earthmoving

Thompson Tractor Company•Spanish Fort, AL

9d•Onsite

About The Position

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.

Requirements

High school diploma or the equivalent required
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:
Telephone / verbal / written communication skills
Strong heavy equipment technical skills
Microsoft Office Suite
Microsoft AX2012
Microsoft SharePoint

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.