SERVICE MANAGER (33045)

Equipment Depot Inc.•Dayton, OH

56d•Onsite

About The Position

Manages the day-to-day service operations at the local level, overseeing a service support team and technicians. The role requires assembling and leading a high-performing, customer-focused team to ensure a hassle-free customer experience. This position drives change to ensure consistent business practices across Equipment Depot locations and achieves business objectives by improving the skills, professionalism, and efficiency of the service organization.

Requirements

Good communication, leadership, and team-building skills.
Proven problem-solving ability.
Adept at conflict resolution.
Ability to prioritize and manage time-sensitive deadlines.
Basic technical knowledge of industrial equipment (IC vs. Electric, etc).
Ability to interpret and understand financial statements and budgeting/forecasting.
Ability to develop, manage, motivate, and lead a diverse workforce.
Ability to manage individuals at off-site locations, coordinating roles and activities.
Ability to communicate across all functional groups and geographic locations.
Minimum high school diploma.
At least 2 years of proven hands-on management experience.
Basic knowledge of computer operation and ability to use Microsoft Office products (Word, Excel).
Strong organizational skills.
Ability to facilitate change.
Training experience.

Nice To Haves

Preferably has prior experience in leading a service team.
Prefer college education or equivalent working experience in the aftermarket service environment.

Responsibilities

Manages the day-to-day service operations at the local level.
Assembles and leads a high-performing, customer-focused team.
Ensures team members work collaboratively to provide a hassle-free customer experience.
Drives change within the organization to ensure consistent business practices across Equipment Depot locations.
Achieves business objectives by improving the skills and professionalism of the service operation.
Improves the efficiency of the service organization.
Communicates and promotes the Equipment Depot vision and mission within the team.
Acts as a positive role model, inspiring and motivating others.
Ensures the team performs with a positive attitude and a sense of urgency to exceed customer expectations.
Earns the trust and respect of colleagues.
Ensures service KPIs (efficiency, productivity, customer satisfaction) are consistently met.
Handles disciplinary issues involving personnel.
Works with the Operations Manager to develop and implement short- and long-term strategic plans, objectives, and goals.
Handles customer requests, concerns, and complaints promptly and professionally.
Completes performance reviews for direct reports.
Works with the Operations Manager to identify trends and develop plans to address them.
Manages wage administration for direct reports.
Provides feedback and recognition for reports in job functions.
Assists in the recruiting and development of the service organization, including training assessments.
Assists in the implementation and use of the Service Automation system.
Presents and maintains a professional image/manner.