Posted in General Business 3 days ago.
Type: Full-Time
Service Manager
53 Springs Rd, Washington, NC 27889, USA Req #1419
Monday, October 14, 2024
PRIMARY FUNCTION:
ESSENTIAL DUTIES:
Customer Satisfaction
Financial Performance
Resource Management
Regulatory Compliance
MINIMUM REQUIREMENTS:
Education :
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 diesel/heavy equipment technology degree with at least 2 years' service related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.
Work Experience :
(See above)
Physical :
Must be able to work for long 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 relations primarily with verbal communications but with some written communications too
Other :
Must have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email
Possessing a general equipment knowledge and basic mechanical aptitude is advantageous
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Other details
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initStaticMap(true); PRIMARY FUNCTION:\n \n\nService customers repair needs and equipment in a timely and professional manner to ensure Customer Satisfaction.\n\n\nManage company resources to maximize Financial Performance in terms of profit, productivity, Efficiency and return on capital.\n\n\nManage people, space, tools, and money to optimize Resource Deployment.\nCreate a stimulating environment to provide for Personnel Deployment.\n\n\nMaintain a safe environmentally responsible workplace to ensure Regulatory Compliance.\n\n \n \nESSENTIAL DUTIES:\n \nCustomer Satisfaction\n\nServe our customers in a timely, professional manner and provide high quality services at a value-based price.\nProvide prompt response to customer needs and minimize downtime. Turn customer components around in the shortest amount of time possible.\nEnsure that the work we do is done right the first time. Minimize rework.\n\n\nMaintain daily contact with the customer to keep them apprised of the status of the repair being performed. \n\n\nManage the billing process to ensure accuracy and fairness. Fully document repairs accurately and professionally.\nAdminister Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.\nManage the customer notification of all PIP and PSP repairs. Assist the customer in scheduling these repairs at a mutually convenient time.\n\n\nInspect customer equipment whenever possible to provide a professional assessment to the equipment's condition. Make recommendations for needed repairs, maintenance procedures and operating parameters.\n\n \nFinancial Performance\n\nManage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.\nManage company assets, including facilities, vehicles, equipment, tooling and personnel to minimize return of capital.\nCoordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.\nManage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.\nManage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance, insure EPA and OSHA compliance and plan for future expansion.\nReview and approve of all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancies.\n\n \nResource Management\n\nSchedule all shop operations. Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.\n\n \nPersonnel Development\n\nRecruit, hire, and retain qualified talent to service our customer's machines.\nWork closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.\nProvide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.\nEnforce company polices pertaining to employee safety, hygiene and behavior.\nProtect the integrity and professionalism of our company's culture.\nProfessionally manage the separation process when necessary.\n\n \nRegulatory Compliance\n\nInsure our compliance with OSHA Standards including tooling, tooling maintenance, painting and routine state inspections.\nMinimize Workman's Compensation expense through continuous training, policy enforcement and accident reporting.\n\nInsure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, MSHA reporting, machine reporting compliance, vehicle licensing and vehicle insurance.\n \n \nMINIMUM REQUIREMENTS:\n \n \nEducation:\nMust 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 diesel/heavy equipment technology degree with at least 2 years' service related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.\n \nWork Experience:\n(See above)\n \nPhysical:\nMust be able to work for long periods while seated and can clearly communicate with customers on the phone or in person\nMust have physical ability to operate equipment to assist with loading and unloading if needed\nMust have excellent customer relations primarily with verbal communications but with some written communications too\n \nOther: \nMust have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email \nPossessing a general equipment knowledge and basic mechanical aptitude is advantageous \n \n \nThis job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.
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