Service Manager

Alamo Group Inc.•Elkridge, MD

6d•Onsite

About The Position

Super Products LLC is hiring a Service Manager for its Elkridge, Maryland facility. The Service Manager directly supervises truck mechanics and technicians and manages shop operations to efficiently turn around rental fleet assets and service customer-owned trucks. The role oversees repair accuracy, parts inventory, and a safe, efficient work environment. It also requires occasional travel for field service and repair calls and required training. The manager oversees customer communication and service quotations, shop schedules and workflow, parts and supply ordering, inspection and preventative-maintenance tracking, service costs, operational reporting, and staff development and safety training. The position works in an office and shop environment.

Requirements

High school diploma.
At least 3 years of experience in a similar service shop management role.
At least 5 years of industrial mechanic, heavy equipment, or heavy truck experience.
Ability to troubleshoot and diagnose mechanical, hydraulic, electrical, truck engine, and chassis systems.
Ability to read, analyze, and interpret technical data, drawings, and schematics.
Good computer skills, including Word, Excel, and Outlook, and ability to use company business systems to administer shop activities.
Excellent communication skills and ability to work and lead as part of a team.
Self-motivated, accountable, and timely in completing assignments.
Ability to establish credibility and trust, respect confidentiality, and uphold ethical standards.
Ability to lift up to 50 pounds, stand all day, and frequently stoop, kneel, and bend.
Ability to travel occasionally for field service and repair calls and required training.

Responsibilities

Notify customers about service requirements and follow up on preventative maintenance needs.
Make occasional sales calls and regularly contact customers and prospects to follow up on completed jobs, solicit service business, and build customer relationships.
Prepare quotations for customer service work, review them with the store manager, and prepare and send charge-back quotations within 24 hours per policy.
Assist the store manager with customer disputes regarding charge backs.
Create and assign daily shop work orders and schedules for fleet service and customer jobs; develop daily and weekly schedules for truck service and preventative maintenance.
Supervise and approve truck check-in and check-out status reports.
Conduct daily morning huddles with shop staff to review progress.
Maintain a clean facility, equipment, and work environment; ensure safe and efficient practices on the shop floor.
Assist shop personnel with troubleshooting and diagnosing service issues to teach and train staff, and work alongside them during peak periods as needed.
Schedule and coordinate service work with outside service providers and chassis dealers.
Conduct weekly inventory cycle counts; coordinate or order parts, tools, shop supplies, and equipment; and maintain adequate parts inventory.
Use GPS data to monitor and record mileage and track preventative-maintenance intervals.
Create and maintain schedules for truck inspections, including DOT and tank inspections.
Manage rental service operating costs within budget.
Record service issues reported on customer-owned trucks in the Magentrix Service database.
Maintain an Excel database of issues with new trucks received from the factory.
Provide monthly reports to the location manager for review and submission to the Fleet Operations Manager; prepare weekly Make Ready, Maintenance, and Service Jobs reports.
Identify shop staff training needs and provide required safety training using corporate materials.
Set performance goals and objectives with direct reports; conduct monthly reviews and provide direction and assistance.
Ensure staff maintain professional appearance and conduct and follow company policies and procedures.
Travel occasionally for field service and repair calls and required training.