Service Manager, Heavy Equipment

Joe Johnson Equipment USA•Rochester, NY

3d•$90,000 - $98,000

About The Position

The Service Manager will be a hands-on, organized and engaged leader who is responsible for (i) providing guidance and direction to the Service team in alignment with the branch and company Service department objectives, (ii) overseeing the day-to-day operations of the Service department and (iii) developing and maintaining strong customer relationships to support continued Service growth in the region.

Requirements

Strong business acumen and demonstrated ability to develop and implement sound business plans and effectively manage resources
Superior customer service and communication skills
Ability to motivate, coach and support teams to drive desired results
Ability to foster team-work and champion company values
Extremely organized and proactive
Ability to plan and execute work independently
Proficient with repair order programs and MS Office (Outlook, Excel)
Strong problem-solving skills
Full understanding of all relevant safety and compliance regulations, policies, and generally accepted work practices relating to Truck/Trailer/HE shop operations
Valid driver’s license with a clean driver’s abstract
Must be able to pass a pre-employment background check
3+ years’ experience as a Service Manager in the field of Heavy, Industrial or Agricultural equipment
Strong mechanical expertise with knowledge of equipment repair processes
Strong technical knowledge of hydro-electrical systems
Previous responsibility for a Service P&L and demonstrated ability to achieve results

Nice To Haves

Technical College Certificate/Degree preferred but not mandatory

Responsibilities

Manage and oversee the operations of the Service department by monitoring the scheduling, quality, safety and productivity of the team, as well as the satisfaction of customers
Provide coaching and guidance to a team of Service Technicians and a Service Coordinator ensuring a productive, engaging and safe workplace
Maintain oversight of the facility by identifying any deficiencies or repairs and making recommendations to Management
Create and implement process improvements to maximize efficiency and profitability within the shop
Provide training or schedule training sessions for the Service team as required to ensure up-to-date knowledge and a continuous learning environment
Monitor and assess employee’s performance and provide effective feedback
Identify skill gaps/opportunities within the team and implement effective development plans
Monitor established KPIs for the department reporting any key variances to Management
Conduct regular Service department team meetings to review successes, opportunities for improvement, health and safety and process updates/ changes
Review and assess workload/ resources and make recommendations to Management if changes are required
Participate in the recruiting and onboarding processes for new Service employees
Assist with technical work in the Shop or the Field as required to meet productivity targets and customer deadlines
Effectively problem-solve any customer concerns or issues
Conduct frequent customer visits to maintain established accounts and drive new business for the department
Provide strategic recommendations to Management as to business growth opportunities and support the execution of approved strategies
Provide technical expertise or demonstrations and training to customers as required
Review customer accounts in collaboration with Accounting to ensure timely billing and payment
Stay up to date with industry changes that impact Service team and/or customers and communicate applicable information effectively
Communicate effectively with the Sales and Parts departments to ensure optimal customer experience
Participate in training and/or industry events as required
Complete additional projects and tasks as assigned