Technician Service Manager

Gregory Poole Equipment Company•Hanahan, SC

About The Position

PRIMARY FUNCTION: Manage assigned Technicians in a manner that ensures continuous improvement of their Personal Development, Technical Abilities, and Professional Performance. Provide Technical Support to the Branch that accomplishes prompt solutions for technical challenges. Provide input and validation for Service Department quoting. Support a stimulating environment that promotes engagement, retention, and commitment to our core values. Influence a culture that ensures Safe Work Practices that strive for zero accidents. See that Technicians are professionally trained and coached to achieve positive customer experience. DIMENSIONS: Technician assignments of a minimum of fifteen Technicians. ESSENTIAL DUTIES: Technician Development Recruit, hire, and retain qualified talent to service our customer’s equipment. Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required. Conduct timely Performance Management Reviews as set forth by HR guidelines. Monitor rework and provide coaching for the Technicians involved on any events. Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment. Enforce company polices pertaining to employee safety, hygiene, and behavior. Protect the integrity and professionalism of our company’s culture. Professionally manage the separation process when necessary. Physically ride with Field Technicians when necessary to train and reenforce time entry and paperwork requirements are performed to Company expectations. Customer Satisfaction Proactively schedule and conduct Customer Site visits to perform Tech-On-Site Inspections, confirm working conditions and ensure Field Technicians are performing quality work and to promote business growth. Support the Service Advisor by traveling to customer sites to assist Technicians with the planning and execution of complicated equipment installations or repairs. Travel to customer sites to assist Technicians with troubleshooting technical challenges. Assist Service Department and Technicians with OEM Contact Management to achieve prompt resolutions for abnormal technical challenges. Support the prompt and accurate preparation of quotations for the Service Department, Product Support Sales Reps, and external customers. Review all Technical information communicated from our OEM/Vendors and convey to all appropriate branch personnel who should be aware of the information. Company Assets Manage Company service vehicles, equipment, and tooling to ensure safe, legal, and reliable operation. Cordinate through the Branch Manager any replacement needs for capital purchase requests. Responsible for Shop and Equipment Yard organization and cleanliness Train Technicians on Expense Reporting and approve all expense reports submitted. Resource Management Monitor Technician Productivity and manage to the expected base goals set forth by Management. Communicate in advance all Technician availability interruptions with the assigned Service Advisor to ensure they are aware of any upcoming absences for any reason. (Includes coaching sessions, inspections, vacation requests, PB or SL, etc… Routinely inspect Service Vehicles for cleanliness, organization, operating condition, and that proper maintenance intervals have been performed. Provide the Warranty Department with assistance in the justification of branch warranty claims discrepancies. Regulatory Compliance Ensure we remain compliant with all OSHA Standards regarding service tooling to include annual inspections and maintenance. Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting. Monitor and ensure Pure Safety Completions are to be performed monthly. Monitor and ensure Pre-Risk Inspections are performed in compliance with Company guidelines. Manage Toolbox Talks and ensure they are held weekly.

Requirements

Must be a high school graduate with at least 5 years equipment service experience in a similar industry, preferably with squad leadership experience; or have at least a 2-year business, management, or mechanical equipment technology degree with at least 3 years’ service-related group leadership, preferably in a similar industry.
Must be able to work for lengthy periods while seated and can clearly communicate with customers on the phone or in person.
Must have physical ability to operate equipment to assist with loading and unloading if needed.
Must have excellent customer relation skills, primarily using verbal communication but also with written communication as well.
Must have at least intermediate PC skill, preferably in MS Word and Excel and have a working knowledge of the Internet and MS Email

Nice To Haves

Ideal candidates would have at least a two-year-related degree and have successful lift truck or similar dealer/business mechanical equipment service management experience.
Possessing a general equipment knowledge and basic mechanical aptitude is advantageous.

Responsibilities

Manage assigned Technicians in a manner that ensures continuous improvement of their Personal Development, Technical Abilities, and Professional Performance.
Provide Technical Support to the Branch that accomplishes prompt solutions for technical challenges.
Provide input and validation for Service Department quoting.
Support a stimulating environment that promotes engagement, retention, and commitment to our core values.
Influence a culture that ensures Safe Work Practices that strive for zero accidents.
See that Technicians are professionally trained and coached to achieve positive customer experience.
Recruit, hire, and retain qualified talent to service our customer’s equipment.
Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.
Conduct timely Performance Management Reviews as set forth by HR guidelines.
Monitor rework and provide coaching for the Technicians involved on any events.
Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.
Enforce company polices pertaining to employee safety, hygiene, and behavior.
Protect the integrity and professionalism of our company’s culture.
Professionally manage the separation process when necessary.
Physically ride with Field Technicians when necessary to train and reenforce time entry and paperwork requirements are performed to Company expectations.
Proactively schedule and conduct Customer Site visits to perform Tech-On-Site Inspections, confirm working conditions and ensure Field Technicians are performing quality work and to promote business growth.
Support the Service Advisor by traveling to customer sites to assist Technicians with the planning and execution of complicated equipment installations or repairs.
Travel to customer sites to assist Technicians with troubleshooting technical challenges.
Assist Service Department and Technicians with OEM Contact Management to achieve prompt resolutions for abnormal technical challenges.
Support the prompt and accurate preparation of quotations for the Service Department, Product Support Sales Reps, and external customers.
Review all Technical information communicated from our OEM/Vendors and convey to all appropriate branch personnel who should be aware of the information.
Manage Company service vehicles, equipment, and tooling to ensure safe, legal, and reliable operation.
Cordinate through the Branch Manager any replacement needs for capital purchase requests.
Responsible for Shop and Equipment Yard organization and cleanliness
Train Technicians on Expense Reporting and approve all expense reports submitted.
Monitor Technician Productivity and manage to the expected base goals set forth by Management.
Communicate in advance all Technician availability interruptions with the assigned Service Advisor to ensure they are aware of any upcoming absences for any reason. (Includes coaching sessions, inspections, vacation requests, PB or SL, etc…
Routinely inspect Service Vehicles for cleanliness, organization, operating condition, and that proper maintenance intervals have been performed.
Provide the Warranty Department with assistance in the justification of branch warranty claims discrepancies.
Ensure we remain compliant with all OSHA Standards regarding service tooling to include annual inspections and maintenance.
Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.
Monitor and ensure Pure Safety Completions are to be performed monthly.
Monitor and ensure Pre-Risk Inspections are performed in compliance with Company guidelines.
Manage Toolbox Talks and ensure they are held weekly.