This position will primarily be responsible for the productivity and management of all Service Techs and mechanics, parts specialists and shop mechanics in the branch. This position is also responsible for overseeing new Service Technician training. The Service Manager will be a mentor to all Service Techs and responsible for overseeing their professional development as well as the mentoring and development of existing Service Technicians.
Primary Duties and Responsibilities:
Management of the day-to-day operations of the Branch Service Department including personnel, customer service, shop and field repair work, new truck prep, warranty, parts coordination, and quality control
Manage monthly scheduled services programs and contracts including preventative maintenance, inspections, maintenance contracts
Leadership, management, and holding all direct reports accountable to their responsibilities
Generate department growth by achieving daily, weekly, and monthly key performance indicators (KPIs)
Customer satisfaction and customer experience results and KPIs to set the industry standard
Safety of the shop environment, vehicles, equipment, and all department staff
Ensure proper onboarding, safety training, technical training, and continuing education of technicians
Reviews service reports and take follow-up action if necessary.
Communicate daily with the service techs in the field and make sure they are equipped and ready to provide 100% customer support.
Experience, Educational, and Ability Requirements:
5+ years' Technical Service Manager experience in the commercial equipment industry
Experience and knowledge of electrical, hydraulics, IC engines, troubleshooting mechanical issues
Excellent verbal and written communication skills
Ability to multitask and multi project many items simultaneously
Detail oriented
Excellent sales and customer service skills
Ability to prioritize tasks and delegate them when appropriate
Excellent follow-up and customer relationship building skills
Proficiency in Microsoft Office & Knowledge of ERP Systems