Service Manager

COMPANY WRENCH LTD•Lakeland, FL

17d•Onsite

About The Position

The Service Manager assumes complete ownership of the management and supervision of all functions within the service department for a specific branch. The role oversees service personnel and department performance, customer communication, service pricing, work quality and safety, employee development, and the resources and processes required to complete service work effectively. The manager is expected to be in the office Monday through Friday during standard working hours of 7 am–5 pm, with occasional long hours and availability to answer customer calls 24 hours a day. Minimal travel is expected. The work environment includes an office, service and repair shop, and sometimes field work, with exposure to indoor and outdoor work surfaces and environments.

Requirements

High school diploma.
Five years of experience dispatching technicians or working as a field service technician.
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.

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 the professional and management development of key department employees through ongoing internal or outside training.
Ensure Company policies and procedures are followed.
Determine repair methodologies and job flows to maximize the effectiveness, efficiency, and customer satisfaction of service functions.
Ensure service department vehicles, equipment, and tooling are safe, maintained, inventoried, tracked, and accounted for.
Ensure manufacturer warranty procedures are understood and followed, 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 protect credit applications, send them to the Credit Manager, and destroy originals once uploaded into the business system.
Perform other assigned tasks.
Supervise service personnel, potentially including an Assistant Service Manager, Shop Foreman, Service Writer, Shop Technicians, Field Technicians, Technician Apprentice, Shop Helper, Wash Bay Attendant, and Yard Person.