Job Description
Job Summary The Service Manager is a leadership position responsible for the Service department’s financial performance, departmental operations, and warranty administration and execution. Essential Responsibilities Improve the department’s financial performance through increased productivity, and inventory and equipment management. Help develop, implement. and maintain consistent department productivity processes and procedures that drive revenue growth, increase gross margin, and decrease expenses. Assist with business plan and annual budget development. Manage and maintain mobile fleet and equipment. Lead and grow a team of coordinators, collaborating cross-functionally with stakeholders and other teams within the company. Develop talent through effective hiring, mentoring, development, and coaching. Assign work, schedule, and supervise assistant service supervisor, technicians, service coordinators. Promote and lead the branch safety program, including participation on branch risk performance committee. Organize and optimize preventive maintenance (PM) and quoted service. Working with the Service Coordinators, increase efficiency of PM schedules by analyzing geography, multi-work order trips, priority, technician skills, equipment and parts requirements and other resources. Open, issue, track, and close service work orders. Conduct warranty actions and filings to internal Warranty Administrator. Manage field service reports (FSRs) and their appropriate follow-up. Supervise proper usage, flow, and disposition of FSRs. Review FSRs for proper completion of customer service and equipment data, performed work, follow-up requirements, warranty applicability, parts and material usage documentation, time and mileage information, and customer signature and closure. Direct FSR disposition and filing. Direct all billing instruction submission and job completion action. Other duties as assigned. Knowledge & Skills Strong ability to lead, persuade, motivate, and influence others. Ability to multi-task, prioritize, and manage time effectively with strong attention to detail. Excellent communication skills, both written and verbal. Strong organizational skills. Proficient in Microsoft Suite of programs. Excellent customer service skills. Ability to learn quickly and teach others complex data and process and control tasks. Experience with Crystal Reports or Great Plains Dynamics applications preferred. Education & Experience Preferences/Requirements Degree Required: Associate's Degree Degree Preferred: Bachelor's Degree Years of Experience: 4-5