Service Manager

Job Description

JOB SUMMARY

The objectives of this position are to: 1) provide maximum customer satisfaction by providing quality and timely service at a fair market cost to the customer; 2) promote and support service marketing programs; 3) promote a professional image of the dealership; 4) generate an acceptable revenue and profit margin; 5) plan for future growth; and 6) provide a strong team / teamwork atmosphere.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Control daily operations of the service department through maintenance of an orderly flow of paperwork through the department. This includes work orders, time sheets, service parts requisitions, service dispatch records, warranty records and so forth.
• Responsible for assessing the abilities of potential Associates and selecting the individuals most capable of performing the duties of the job within the service function.
• Evaluates the training needs of the department and plans for the regular training of all service Associates.
• Responsible for regularly evaluating the job performance of all department Associates by assessing their achievement of established goals and objectives.
• Works with Associates and customers in the resolution of disputes and opportunities.
• Evaluates and forecasts for future manpower needs, then plans the necessary hiring and training processes to meet those objectives.
• Control and evaluate service department income and operating costs through planning and development of budgets and profit and loss statement evaluation.
• Promote the service department with present and potential customers through active marketing of service department programs such as:
• Scheduled and Comprehensive Fixed Price maintenance contracts
• Increased service parts sales
• Truck and component rebuilding (shop work)
• Service specials and promotions
• Work teams
• Peers and Associates
• Carolina Handling products
• Performs other duties as assigned.

OTHER DUTIES AND RESPONSIBILITIES

• Maintains liaison and best possible relations with equipment vendors to enlist their aid and support when needed.
• Monitors performance standards of new equipment and provides feedback to manufacturer.
• Maintains open communications among management, Associates, other departments, and Raymond.
• Evaluates month-end service reports for accuracy, trends and measurements.

KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor’s degree preferred or equivalent experience.
• Two years of successful field service experience.
• Excellent organizational skills.
• Strong customer service skills.
• Ability to communicate effectively with other management, Associates and customers.
• Ability to effectively monitor and develop personnel.
• Proficient with a personal computer using both Windows and ERP operating systems.
• Ability to read and understand necessary service and training manuals.
• Must exhibit an orientation to detail and ability to manage changing priorities.
• Such other knowledge, skills and abilities as are necessary in connection with additionally assigned duties.

LEVEL OF AUTHORITY

The Service Manager is responsible and accountable to the Regional Service Manager. In addition the Service Manager also works closely with all other departments.

WORKING CONDITIONS

Working in an office as well as a warehouse environment with possible exposure to extreme temperatures for short periods of time. Use of computer and terminal to gather data and generate reports and memos. Must be able to deal with strict deadlines, upset customers and technicians. From time to time, must work on equipment in the field. At which time, could be exposed to varying environments at the customer’s site, including potential exposure to dangerous chemicals and solvents if proper safety procedures are not followed. Overnight travel at short notice may be required.

PHYSICAL REQUIREMENTS

Ability to perform moderate physical work, exerting in excess of 50 pounds of force occasionally, up to 25 pounds frequently, performing such activities as climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, and grasping. Must be able to sit for long periods of time for travel and sedentary work.

Requirements