Service Manager

The Raymond Corporation•Charlotte, NC

About The Position

As a Service Manager, your primary objectives are to: 1) ensure maximum customer satisfaction by delivering quality and timely service at competitive market rates; 2) support and promote service marketing programs; 3) uphold a professional image of the dealership; 4) achieve acceptable revenue and profit margins; 5) plan strategically for future growth; and 6) foster a strong team environment and teamwork.

Requirements

Must have and maintain a valid driver's license with a clean driving record.
Bachelor’s degree preferred or equivalent experience
Two years of successful field service experience
Strong customer service skills
Excellent organizational skills
Ability to communicate effectively with other management, associates, and customers
Ability to effectively monitor and develop personnel
Proficient with a personal computer using both Windows and ERP operating systems
Ability to read and understand necessary service and training manuals
Must exhibit an orientation to detail and ability to manage changing priorities
Such other knowledge, skills, and abilities as are necessary in connection with additionally assigned duties

Responsibilities

Daily Operations and Administration
Control daily operations of the service department by maintaining an orderly flow of paperwork, including work orders, time sheets, service parts requisitions, service dispatch records, and warranty records.
Evaluate and forecast future manpower needs, planning hiring and training processes to meet objectives.
Control and evaluate service department income and operating costs through budgeting, planning, and profit and loss statement evaluation.
Evaluate month-end service reports for accuracy, trends, and measurements.
Training and Development
Assess the training needs of the department and plan for the regular training of all service associates.
Regularly evaluate job performance of all department associates by assessing their achievement of established goals and objectives.
Responsible for assessing the abilities of potential associates and selecting individuals most capable of performing the duties of the job within the service function.
Customer and Vendor Relations
Work with associates and customers to resolve disputes and identify opportunities.
Promote the service department with current and potential customers through active marketing of service programs, including scheduled and comprehensive fixed-price maintenance contracts, increased service parts sales, truck and component rebuilding, service specials, and promotions.
Maintain liaison and best relations with equipment vendors to enlist their aid and support when needed.
Monitor performance standards of new equipment and provide feedback to manufacturers.
Communication and Coordination
Maintain open communications among management, associates, other departments, and Raymond.
Promote a professional image of the dealership and foster a strong team environment.
Perform any other duties as assigned or required to support the company's service operations.

Benefits

Medical, Dental and Vision Insurance, Prescription Drug Plan.
Company-paid Disability, Life and AD&D Insurance; 401(k) plan with company match and profit sharing; Flexible Spending Accounts, Health Savings Account, and Dependent Care Account.
Critical Illness, Legal Services, Identity Theft Protection, and Pet Insurance.
Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/ Corporate Contributions, Associate Giving Fund, and Discount Programs.
Company Vehicle or Automobile Allowance: This includes a fuel card and maintenance coverage.
Growth and Development: Our comprehensive training programs, both in the classroom and in the shop, are designed to equip technicians with the skills and knowledge they need to excel in their roles and stay ahead in the ever-evolving industry.
Paid On the Job Training
Opportunity for Increased Income: With uncapped overtime hours, there's no limit to how much you can earn.
Career Growth and Advancement: With opportunities for internal mobility, mentorship programs, and leadership development initiatives, you can take your career to the next level with us.
Company-sponsored social events and team-building activities.
Employee recognition program