Service Manager

Star Sanitation•Stockton, CA

12d•$85,000 - $95,000•Onsite

About The Position

The Service Manager uses independent judgment to oversee all aspects of service technicians at the assigned Pacific Ag Rentals branch. This role provides leadership in motivating, managing, and evaluating service technicians; develops and implements the service operations plan; and maintains a customer relationship process to build lasting brand and store loyalty. The position oversees service operations, customer satisfaction, staff performance and development, inventory and assets, and compliance with workplace safety and employment requirements. The role works with branch departments, customers, vendors, and senior management to coordinate service work, resolve customer concerns, manage equipment delivery and pickup, and maintain positive long-term customer relationships. Work is split between the office, shop, and yard in a variety of weather, with regular computer and phone use and routine travel near assigned work locations. Travel may be up to 25%.

Requirements

At least 5 years of supervisory or management experience in a similar work environment.
Proven effective decision-making and excellent people-management skills.
Working knowledge of agricultural and construction equipment systems, general mechanical aptitude, and familiarity with service practices, repair processes, tools, and materials.
Industry and/or heavy equipment retail sales experience.
Excellent customer service, leadership, communication, and problem-solving skills.
Solid understanding of local market conditions.
Computer literacy in Microsoft Office Suite.
Valid Class C driver’s license and a good driving record if authorized to drive by the Safety Manager.
Must be eligible to be added to company insurance.
Organized, independent, self-motivated, enthusiastic, dependable, detail-oriented, flexible in scheduling and prioritization, and driven by excellence.
Proficient written and verbal communication skills, including accurate grammar and business correspondence.
Ability to use machines, tools, and equipment, and to use a computer, telephone, and truck as required.
Ability to meet the physical demands of the job, including occasional lifting of up to 100 pounds.

Nice To Haves

Knowledge of resale values of particular machinery.

Responsibilities

Demonstrate leadership in all aspects of the store and oversee service technicians.
Oversee installations and repairs for customer-owned and PAR-owned vehicles.
Ensure customer satisfaction by coordinating with the service team and other branch departments to understand expectations and resolve concerns.
Schedule service work and assignments, including design, material availability, and equipment dispatching.
Ensure repair work orders are charged out in a timely and profitable manner.
Manage inventory and assets.
Facilitate or participate in monthly open-book meetings, conduct regular team meetings, encourage open communication, and seek team-member feedback.
Foster accountability, teamwork, open communication, and a customer-service focus.
Recommend hiring, termination, promotions, and disciplinary actions based on performance, business needs, and company policies.
Oversee employee performance evaluations, goal setting, and coaching; address performance issues and recommend disciplinary actions, subject to final approval by the Branch Manager and/or HR.
Ensure adherence to workplace policies and employment laws, and maintain a safe and productive work environment through training and compliance measures.
Collaborate with senior management on staffing strategies, succession planning, and process improvements.
Monitor repair-order fulfillment and ensure PAR and Star rentals are serviced or replaced quickly when breakdowns or other problems occur.
Coordinate or conduct field demonstrations and operate machinery at customer work sites.
Maintain knowledge of used equipment values and evaluate equipment for trading purposes.
Work with the Branch and District Managers to follow up on and expedite repair orders.
Follow up on each sale to support customer satisfaction.
Coordinate and communicate with customers and applicable departments to ensure timely equipment delivery and pickup.
Use equipment and materials safely and follow established safety procedures.
Direct tasks in response to changing deadlines and priorities.
Travel routinely within close proximity of assigned work locations.