Service Manager

Spartan Staffing Solutions•Miami, FL

15d•Onsite

About The Position

Spartan Staffing Solutions has partnered with a leader in heavy equipment rental and sales to recruit a Service Manager for its team in Miami, Florida. The Service Manager leads, motivates, manages, and evaluates Service Technicians; coordinates their schedules and work; and maintains the work-order process. The role communicates with customers about quotes, job status, and scheduling, and coordinates with other departments to support customers and employees. The Service Manager oversees service department operations, including staffing and people management, work-order review and approval, customer experience, warranty claims, resource allocation, safety, and team communication. The role also supports the Service Operations Manager and maintains technical and product knowledge of equipment sold within the dealership’s area of responsibility.

Requirements

Previous supervisory or management experience is preferred.
Excellent customer service skills.
Excellent computer skills.
Technical knowledge.
Excellent time management, problem-solving, and organizational skills.
Excellent oral and written communication skills.
High school and/or technical school education is preferred.

Nice To Haves

Previous supervisory or management experience.
High school and/or technical school education.

Responsibilities

Demonstrate leadership in the day-to-day management of assigned Service Technicians.
Assign and schedule jobs and work areas to Service Technicians according to their skills and knowledge.
Coach, mentor, and communicate job expectations to service department team members.
Lead hiring, performance management, and overall people management for assigned Service Technicians.
Use service scheduling and Ewalk tools to manage work orders through completion, including customer, internal, and warranty work.
Follow and understand manufacturer partners’ guidelines, processes, and expectations.
Review and approve employees’ daily timecards.
Seek customer feedback, anticipate problems, and respond promptly.
Respond to and follow up on employee issues and concerns.
Review and process repair work orders for accuracy and completeness, including parts, materials, and labor; approve equipment release for delivery to customers.
Support all aspects of the service department in support of the Service Operations Manager’s responsibilities.
Facilitate proper annual employee reviews.
Maintain technical and product knowledge of equipment sold within the dealership’s area of responsibility.
Handle warranty claims, including computing charges, and partner with the Central Warranty Department on claim submission and follow-up.
Facilitate and participate in monthly open-book meetings, conduct regular team meetings, encourage an open-door policy, and seek feedback from team members.
Foster an engaged work environment that encourages accountability, open communication, teamwork, and commitment to customer service.
Lead and manage business and department activities to promote positive customer experiences, solutions, and long-term customer relationships.
Manage the evaluation, allocation, and management of physical and financial resources, and administer hiring, development and training, management, evaluation, and assignment of people resources.
Ensure sound and safe business practices and processes are implemented and continuously improved to achieve ethical business objectives efficiently and effectively.
Follow safety rules and regulations and comply with company policies and procedures.
Seek and participate in available company-sponsored training to develop and advance knowledge and skills.
Maintain positive, professional working relationships with peers, management, and support resources, with a commitment to teamwork and customer service.
Perform other duties assigned by management in a professional and efficient manner.