Service Manager

COMPANY WRENCH LTD•Carroll, OH

17d•Onsite

About The Position

The Service Manager owns the management and supervision of all functions within the service department for a specific branch. The position oversees service personnel and works to deliver safe, efficient service operations and customer satisfaction. The role is based in an office and service/repair shop, with occasional work in the field and minimal travel. The position is full-time, Monday through Friday during standard working hours of 7 a.m. to 5 p.m.; occasional long hours are required, and the manager must be able to answer customer calls 24 hours a day to provide customer service.

Requirements

High school diploma.
Five years of experience in heavy, industrial, or over-the-road equipment service operations is preferred.
Five years of experience dispatching technicians or working as a field service technician is required.
Excellent customer service and communication skills.
Strong organizational skills.
Strong leadership skills.
Excellent employee management relations skills.
Strong computer and systems knowledge.
Ability to prioritize tasks.
Strong working knowledge of equipment operations and mechanical functions.
Strong shop floor management knowledge.
Good business acumen.
Solid understanding of pricing principles and the effects of discounting.
Good understanding of financial reporting principles.
Ability to answer customer calls 24 hours a day.
Ability to meet the position’s physical demands, including frequent sitting, standing, walking, bending, kneeling, stooping, crouching, crawling, climbing, and moving equipment; occasional handling or carrying of parts and equipment weighing up to 50 pounds unassisted; and moving moderately heavy items with assistance or mechanical devices, including items weighing up to or over 50 pounds.

Nice To Haves

Diesel, technical, or college degree preferred.
Five years of experience in heavy, industrial, or over-the-road equipment service operations preferred.

Responsibilities

Ensure customer communication is accurate, timely, and realistic.
Provide fair and equitable pricing and solutions for services and repairs.
Ensure the department has the tooling and resources needed to complete service work safely and efficiently.
Develop and act on plans to acquire new and additional service work from existing customers to drive revenue.
Maintain departmental objectives and goals that are achievable and quantitatively measurable.
Ensure all work is conducted safely.
Assist in recruiting, hiring, and training service department employees.
Ensure staff register for and complete scheduled training.
Support ongoing professional and management development of key department employees through internal or external training.
Ensure Company policies and procedures are followed.
Determine repair methodologies and job flows to maximize effectiveness, efficiency, and customer satisfaction.
Ensure service department vehicles, equipment, and tooling are safe, maintained, inventoried, tracked, and accounted for.
Ensure manufacturer warranty procedures are followed and understood, including warranty pictures and documentation.
Provide accurate quotes for service work requested by internal departments within 24 hours.
Ensure inbound phone calls are answered within three rings using the company’s official call formula.
Secure and safeguard credit applications, send them to the Credit Manager, and destroy originals after uploading them into the business system.
Supervise service personnel, which may include an Assistant Service Manager, Shop Foreman, Service Writer, Shop Technicians, Field Technicians, Technician Apprentice, Shop Helper, Wash Bay Attendant, and Yard Person.
Perform other assigned duties.