Service Manager

COMPANY WRENCH LTD•Monroe, OH

8d•Hybrid

About The Position

The Service Manager is responsible and assumes complete ownership of the management and supervision of all functions within the service department for a specific branch. The Service Manager will fulfill the following duties and responsibilities as well as other duties and responsibilities as assigned. Ensure communication with customers is accurate, timely, and realistic. Provide fair and equitable pricing and solutions for services and repairs. Ensure the department has all necessary tooling and resources needed to safely and efficiently complete service work. Develop and act on plans for acquiring new and additional existing customer service work to drive revenue. Maintain departmental objectives and goals. All objectives will be achievable and quantitatively measurable. Ensure all work is conducted in a safe manner Assist in recruiting, hiring, and training of all service department employees. Responsible for ensuring staff get registered and complete scheduled training Responsible for the professional and management development of the key department employees through internal or outside training on an ongoing basis. Ensure all Company policies and procedures are followed. Responsible for determining repair methodologies and job flows to maximize the effectiveness, efficiency, and customer satisfaction of all service functions. Ensure all service department vehicles, equipment, and tooling is safe, well maintained, inventoried, tracked, and accounted for. Ensures all Manufacture Warranty procedures are followed and understood such as warranty pictures, documentation, etc. Ensures accurate quotes for service work for any internal department is provided within 24 hours. Ensures all inbound phone calls are answered in 3 rings with CW’s official call formula. Ensure credit applications are secured, keep confidential, and sent to Credit Manager. Originals are to be destroyed once the credit application is uploaded into the business system. All other tasks as assigned.

Requirements

High School Diploma
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.
A solid understanding of pricing principles and discounting effects.
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
5 years' experience dispatching technicians or working as a field service technician

Responsibilities

Manage and supervise all functions within the service department.
Ensure accurate, timely, and realistic communication with customers.
Provide fair and equitable pricing and solutions for services and repairs.
Ensure the department has necessary tooling and resources.
Develop and execute plans to acquire new and existing customer service work.
Maintain departmental objectives and goals.
Ensure all work is conducted safely.
Assist in recruiting, hiring, and training of all service department employees.
Ensure staff complete scheduled training.
Oversee professional and management development of key department employees.
Ensure all Company policies and procedures are followed.
Determine repair methodologies and job flows for effectiveness, efficiency, and customer satisfaction.
Ensure service department vehicles, equipment, and tooling are safe, well-maintained, inventoried, tracked, and accounted for.
Ensure all Manufacture Warranty procedures are followed.
Provide accurate quotes for service work within 24 hours.
Ensure all inbound phone calls are answered promptly.
Secure, keep confidential, and send credit applications to the Credit Manager.