Service Manager

Gregory Poole Equipment Company•Greenville, NC

53d•Onsite

About The Position

The Service Manager is responsible for managing customer service operations for material handling equipment, ensuring customer satisfaction, and optimizing financial performance. This role involves managing resources such as people, space, tools, and finances to achieve efficiency and profitability. Additionally, the Service Manager is tasked with creating a positive environment for personnel development and maintaining a safe, environmentally compliant workplace.

Requirements

High school graduate with at least 5 years of equipment service experience in a similar industry, preferably with squad leadership experience.
OR 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 have at least intermediate PC skills, preferably in MS Word and Excel.
Must have a working knowledge of the Internet and MS Email.
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.

Nice To Haves

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, ensure Field Technicians are performing quality work, and promote business growth.
Ensure that work is done right the first time and minimize rework.
Maintain daily contact with the customer to keep them apprised of the status of their machine's repair.
Be available to support customers 24 hours a day, providing over-the-phone troubleshooting, equipment specifications, and transportation regulation guidelines.
Manage PM, GM, TM&R, and on-site maintenance programs for the department.
Manage all special labor agreements for the department.
Manage the billing process to ensure accuracy and fairness, fully documenting repairs accurately and professionally.
Administer Warranty/Policy Guidelines to minimize customer expense while protecting relationships.
Manage the customer notification of all vendor-requested repairs and assist the customer in scheduling these repairs at a mutually convenient time.
Conduct pre-delivery of all new machines, inspecting and validating machine performance in accordance with all published specifications.
Inspect customer machines whenever possible to provide a professional assessment of their condition and make recommendations for needed repairs, maintenance procedures, and operating parameters.
Ensure the 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 top-line sales, flat-rate pricing, expense controls, resource scheduling, and staffing.
Manage company assets, including facilities, vehicles, equipment, tooling, and personnel, to maximize return of capital.
Coordinate with the Credit Department to ensure the creditworthiness of a customer prior to completing work and administer all C.O.D. transactions.
Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims, and labor charges to minimize work in process.
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 they accurately reflect actual expenses, and make necessary journal entries to correct any discrepancies.
Schedule all Lift Systems service operations, prioritizing activities and matching technician skills to repair tasks to ensure quality and minimize turnaround.
Oversee the management of all Consignment Parts Inventories for Service Vehicles and Customer Locations.
Maintain Productivity of the Technician Base to the Goals set forth by Management.
Manage the maintenance of the Lift Systems Rental Fleet, providing the fastest turnaround time possible, routinely inspecting equipment, processing all warranty claims, and working closely with the sales and rental departments.
Recruit, hire, and retain qualified talent to service customer machines.
Work closely with the HR and Training Departments to ensure the organization develops the skills needed to meet the changing environment.
Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed, and provide personal support as required.
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 EPA Compliance, managing hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, MSHA reporting, machine reporting compliance, vehicle licensing, and vehicle insurance.