Service Manager

GES Career•Williston, ND

About The Position

OVERVIEW: The Service Manager position is responsible for overseeing the repair and maintenance operations of all company-supported products and equipment. ESSENTIAL DUTIES AND RESPONSIBILITIES: Responsible for providing the direction and leadership required to ensure professional technical services at profitable and quality standards. Responsible for communicating company objectives and policies as well as encourage employee participation and personal growth. Holds Level 10 meetings with direct reports and ensures Traction Procedures are followed regarding L10 meetings. Responsible for observing service personnel in repair circumstances and for providing the coaching necessary to develop safe, clean, efficient, and effective high-quality work. Oversees all clerical functions necessary to support the work order process (open/close, labor posting, sublet repairs, internal & external parts, etc.). Maintains working relations with the parts department and sees that proper procedures, records and reports concerning parts for service are in order. Assists in the preparation of service quotes as needed for Sales and/or PSSR’s proposals and cooperates with the sales department in evaluating used equipment for trade in. Assists in setting up equipment at shows, exhibits, demos, etc. as needed. Makes recommendations for tools and equipment and other facility capital expenditures and ensures that they are maintained and in good working order. Makes recommendations regarding service vehicle and asset purchases and coordinate those purchases and ensure that vehicles and assets are maintained and in good working order. Maintains working relationships with manufacturers. Works closely with the Technical Trainer to determine technician training needs and help coordinate the training on an ongoing basis. Responsible for safety issues, ensure safe operating procedures, OSHA and EPA compliance, and responsible to coordinate safety meetings/tool box topics on a regular basis. Develops markets for the service departments current abilities and future revenue opportunities. Develops and maintains all service efficiency and management reports required by the company and OEMS. Responsible for working with HR to help recruit and hire service employees. Responsible for holding formal employee performance reviews yearly as well as conduct quarterly conversations. Helps to conduct salary reviews annually for each service technician. Will conduct special salary reviews based on employee performance when warranted. Responsible for setting wage levels and technician grade evaluations for all service personnel. Direct involvement with in-field customer issue resolution. Responsible for the morale and discipline of the service personnel working within company policies, including termination, if necessary. Perform other duties as assigned by the Director of Service.

Requirements

Must share our Core Values: Do the Right Thing, Be Curious, Have Passion, and Be Innovative.
2-year technical degree or -year college degree in management, business, or equivalent experience.
An above average computer comfort level to work with Word, Excel, Access, Power Point, MS Outlook, and Distributor Operating system.
Requires a valid driver’s license and the ability to maintain an insurable driving record.
Must have a working knowledge of business financial markets and apply the resources to maintain an efficient service department.
Maintain excellent communications skills, both oral and written.
Maintain excellent customer relations and strong interpersonal skills.
Maintain high employee morale.
Attain short- and long-term objectives through good management and planning.
Should be personable, highly motivated, a problem solver, ethical, and able to adapt to all forces around them – customers, suppliers, coworkers, and manufacturers.
Works in an efficient and effective manner.
Contribution to departmental and product line goals.

Nice To Haves

Extensive aggregate production equipment and/or heavy construction equipment background preferred.

Responsibilities

Providing direction and leadership to ensure professional technical services at profitable and quality standards.
Communicating company objectives and policies and encourage employee participation and personal growth.
Holding Level 10 meetings with direct reports and ensures Traction Procedures are followed regarding L10 meetings.
Observing service personnel in repair circumstances and providing coaching for safe, clean, efficient, and effective high-quality work.
Overseeing all clerical functions necessary to support the work order process.
Maintaining working relations with the parts department and sees that proper procedures, records and reports concerning parts for service are in order.
Assisting in the preparation of service quotes as needed for Sales and/or PSSR’s proposals and cooperates with the sales department in evaluating used equipment for trade in.
Assisting in setting up equipment at shows, exhibits, demos, etc. as needed.
Making recommendations for tools and equipment and other facility capital expenditures and ensures that they are maintained and in good working order.
Making recommendations regarding service vehicle and asset purchases and coordinate those purchases and ensure that vehicles and assets are maintained and in good working order.
Maintaining working relationships with manufacturers.
Working closely with the Technical Trainer to determine technician training needs and help coordinate the training on an ongoing basis.
Responsible for safety issues, ensure safe operating procedures, OSHA and EPA compliance, and responsible to coordinate safety meetings/tool box topics on a regular basis.
Developing markets for the service departments current abilities and future revenue opportunities.
Developing and maintaining all service efficiency and management reports required by the company and OEMS.
Responsible for working with HR to help recruit and hire service employees.
Responsible for holding formal employee performance reviews yearly as well as conduct quarterly conversations.
Helping to conduct salary reviews annually for each service technician.
Conducting special salary reviews based on employee performance when warranted.
Responsible for setting wage levels and technician grade evaluations for all service personnel.
Direct involvement with in-field customer issue resolution.
Responsible for the morale and discipline of the service personnel working within company policies, including termination, if necessary.
Performing other duties as assigned by the Director of Service.