Service Manager

Yancey Bros. Co.•Washington, GA

27d

About The Position

The Service Manager leads technicians and supervisors in the daily service operations of assigned store locations. The role is responsible for maintaining a safe workplace and a “Safety First” culture, hiring and developing employees, addressing employee issues, and managing the financial performance of assigned stores and cost centers. This includes preparing operating budgets, controlling expenses, building customer loyalty, meeting financial objectives, and maintaining positive employee relations. The Service Manager resolves customer and employee complaints promptly, maintains an efficient and pleasant work atmosphere, and supports customer loyalty. The role also requires staying current on supported manufacturer products, policies, procedures, and warranties, while maintaining effective working relationships with other departments and OEM representatives. Yancey Bros. Co. is Georgia’s authorized Caterpillar equipment dealer, providing sales, parts, and service for Caterpillar heavy and compact construction equipment and on-highway trucks.

Requirements

Minimum of 3 to 5 years of experience.
Prior experience as a Service Manager in a similar industry.
Problem-solving skills to meet the needs of customers and employees.
Strong customer-service focus and customer service experience.
Excellent people skills.
Excellent organizational and communication skills.
Ability to lead by example and act as a mentor, motivator, and director to direct reports.
High school diploma or equivalent preferred.

Nice To Haves

Specific industry experience desired, or an equivalent college degree.

Responsibilities

Participate in required safety programs, ensure employees complete safety training, and promote safe work practices.
Manage the daily operation of the branch, including staff, profit and loss, staffing, employee development and training, equipment utilization and maintenance, and safety compliance.
Direct staff in store-related work and support and train employees on Standard Operating Procedures and company policies and procedures.
Develop, evaluate, and motivate staff; complete annual formal employee evaluations and create development and learning plans.
Handle disciplinary actions in compliance with company policy.
Plan and establish systems to control expenses.
Monitor exchange-component inventory to ensure customer needs can be met in a timely manner.
Assist customers in resolving parts and service complaints.
Assist in developing revenue and profit goals, inventory requirements, and headcount requirements for budgeting.
Prepare annual operating budgets.
Conduct safety audits and training, and ensure compliance with State and Federal OSHA, MSHA, EPA, and DOT regulations.
Maintain company operating facilities in a clean, orderly, and safe condition.
Establish a customer-service atmosphere throughout the facility.
Ensure job standards are met, arrange work assignments to cover vacancies and absences, and maintain attendance records.
Administer Parts and Service strategies for promotions and products.
Supervise daily workflow, including workload, resources, and equipment processes.
Support and communicate regularly with Sales Teams.
Oversee or assist with collecting accounts receivable.
Prepare monthly reports, including filing injury reports.
Conduct monthly meetings covering safety, financials, and current company information.
Establish and communicate branch goals.
Perform additional duties as assigned by the manager.