Service Manager

Gregory Poole•Greenville, NC

13d•Onsite

About The Position

The Service Manager is responsible for managing customer service operations for material handling equipment, ensuring customer satisfaction, and maximizing financial performance. This role involves managing company resources such as people, space, tools, and money to optimize deployment and foster personnel development. Additionally, the Service Manager must maintain a safe and environmentally responsible workplace to ensure regulatory compliance.

Requirements

High school graduate with at least 5 years of equipment service experience in a similar industry, preferably with squad leadership experience.
OR at least a 2-year business, management, or mechanical equipment technology degree with at least 3 years of service-related group leadership, preferably in a similar industry.
Ideal candidate would have at least a two-year related degree and successful lift truck or similar dealer/business mechanical equipment service management experience.
Must be able to work for long periods while seated.
Must be able to clearly communicate with customers on the phone or in person.
Must have physical ability to operate equipment to assist with loading and unloading if needed.
Must have excellent customer relations primarily with verbal communications but with some written communications too.
Must have at least intermediate PC skills, preferably in MS Word and Excel.
Must have a working knowledge of the Internet and MS Email.
Possessing a general equipment knowledge and basic mechanical aptitude is advantageous.

Responsibilities

Serve customers in a timely, professional manner, providing high-quality services at a value-based price.
Provide prompt response to customer needs and minimize downtime, turning customer machines around in the shortest amount of time possible.
Proactively schedule and conduct Customer Site visits to perform Tech-On-Site Inspections, confirm working conditions, and ensure Field Technicians are performing quality work.
Ensure work is done correctly the first time and minimize rework.
Maintain daily contact with customers to update them on machine repair status.
Be available to support customers 24 hours a day with phone troubleshooting, equipment specifications, and transportation regulation guidelines.
Manage PM, GM, TM&R, and on-site maintenance programs.
Manage all special labor agreements.
Manage the billing process for accuracy and fairness.
Fully document repairs accurately and professionally.
Administer Warranty/Policy Guidelines to minimize customer expense while protecting relationships.
Manage customer notification of all vendor-requested repairs and assist in scheduling.
Conduct pre-delivery of all new machines, inspecting and validating machine performance.
Inspect customer machines to provide professional assessments and make recommendations for repairs, maintenance, and operating parameters.
Ensure prompt and accurate preparation of quotations for the Service Department, Product Support Sales Reps, and external customers.
Manage the Profit/Loss Statement for the assigned operation, including sales, flat rate pricing, expense controls, resource scheduling, and staffing.
Manage company assets (facilities, vehicles, equipment, tooling, personnel) to maximize return of capital.
Coordinate with the Credit Department to ensure customer creditworthiness before completing work.
Administer all C.O.D. transactions.
Manage the Work Order Administration process for timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims, and labor charges.
Manage company assets including vehicles, equipment, and tooling to ensure maximum returns.
Plan and schedule routine maintenance, ensure EPA and OSHA compliance, and plan for future expansion.
Review and approve all performance reports, ensuring accuracy of expenses and making necessary journal entries.
Schedule all Lift Systems service operations, prioritizing activities and matching technician skills to repair tasks.
Oversee the management of all Consignment Parts Inventories for Service Vehicles and Customer Locations.
Maintain Productivity of the Technician Base to set goals.
Manage the maintenance of the Lift Systems Rental Fleet, providing the fastest turnaround time possible.
Routinely inspect equipment, process all warranty claims, and work closely with sales and rental departments.
Recruit, hire, and retain qualified talent.
Work closely with HR and Training Departments to develop necessary skills.
Provide regular career planning sessions with employees, including performance assessment, training suggestions, counseling, and personal support.
Conduct timely Performance Reviews.
Enforce company policies pertaining to employee safety, hygiene, and behavior.
Protect the integrity and professionalism of the company’s culture.
Professionally manage the separation process when necessary.
Ensure compliance with OSHA Standards, including tooling, tooling maintenance, painting, and routine state inspections.
Minimize Workman’s Compensation expense through continuous training, policy enforcement, and accident reporting.
Ensure Pure Safety Completions are performed promptly by all Branch Personnel.
Ensure Tool Box Talks are held weekly.
Ensure EPA Compliance, including hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, MSHA reporting, machine reporting compliance, vehicle licensing, and vehicle insurance.