Service Manager

Spartan Staffing Solutions•Tampa, FL

15d

About The Position

The Service Manager leads, motivates, manages, and evaluates Service Technicians and coordinates their schedules, assignments, and work-order processes. The role communicates with customers about quotes, job status, and scheduling, and coordinates with other departments to support customers and employees. It also supports the Service Operations Manager and oversees service department activities, people, and resources to promote customer satisfaction, safe and effective operations, and continuous improvement.

Requirements

Excellent customer service skills.
Excellent computer skills.
Technical knowledge.
Excellent time-management, problem-solving, and organizational skills.
Excellent oral and written communication skills.

Nice To Haves

Previous supervisory or management experience.
High school and/or technical school education.

Responsibilities

Lead the day-to-day management of assigned Service Technicians.
Assign and schedule jobs and work areas according to technicians’ skills and knowledge.
Coach and mentor service department team members and communicate job expectations.
Manage hiring, performance, and other people-management responsibilities for assigned technicians.
Use service scheduling and Ewalk tools to manage work orders through completion, including customer, internal, and warranty work.
Follow manufacturer partner guidelines, processes, and expectations.
Review and approve employees’ daily timecards.
Seek customer feedback, anticipate problems, and respond promptly.
Respond to and follow up on employee issues and concerns.
Review and process repair work orders for accuracy and completeness, and approve equipment release for delivery to customers.
Support service department activities and the responsibilities of the Service Operations Manager.
Facilitate annual employee reviews.
Maintain technical and product knowledge of equipment sold within the dealership’s area of responsibility.
Handle warranty claims, calculate charges, and work with the Central Warranty Department on claim submission and follow-up.
Facilitate and participate in monthly open-book meetings, conduct regular team meetings, encourage an open-door policy, and seek team feedback.
Foster an engaged work environment emphasizing accountability, open communication, teamwork, and customer service.
Lead department activities to promote positive customer experiences, solutions, and long-term customer relationships.
Manage the evaluation, allocation, and use of physical and financial resources, as well as the hiring, development, training, management, evaluation, and assignment of people resources.
Ensure sound and safe business practices and processes are implemented and continuously improved.
Follow safety rules, regulations, company policies, procedures, manuals, and the employee handbook.
Seek and participate in available company-sponsored training to develop knowledge and skills.
Maintain positive and professional working relationships with peers, management, and support resources.
Perform other duties assigned by management in a professional and efficient manner.