Position Overview
The Service Manager reports directly to the Branch Operations Manager. This position is responsible for overseeing shop and field repairs, included and not limited to customer repairs, rental repairs and sales pre-delivery inspections. The Service Manager provides coaching and mentoring of personnel assigned to the Service Department to ensure knowledge sharing and employee personal growth. Service Manager will also support the Business Development Mangers, Sales Territory Managers, Used Equipment Sales Teams, and the Sales and Rental Coordinators. The Service Manager must have a sense of ownership and a desire for perfection with the repair and delivery of all equipment. This position will be responsible for Service Key Performance Indicators (KPIs), ensure shop and field equipment is maintained to a high level, productivity reports and Service Department financial statements.
Nature and Scope
This position requires strategic planning and short-term execution of daily operations. As the Service Manager you are required to review financial reports on a monthly basis. This includes the analysis of branch income statements, sales, COS and operating expenses. This position requires decision making ability in order to supervise mobile personnel and branch employees, answering questions regarding scheduling customer repairs, equipment diagnosing, repair quoting, and business development opportunities. This Position requires a strong knowledge of repair procedures, safety concepts, strategic planning, and the ability to meet deadlines.
Essential Duties and Key Responsibilities
- Service Dispatch; Take inbound service calls and dispatch Field Service Technicians.
- Manage service jobs from assignment to completion.
- Supervise administrative support team to ensure daily operations and billing goals are met.
- Communicate with customers when delays are realized, notifying them of statuses and providing updated repair dates. “Customer should never call DARR for an update on their unit”.
- Review monthly income statements, investigate variances and KPIs expectations.
- Primary focus must be to manage technician productivity, meeting the annual goal of 85% service department productivity.
- Monitor your Effective Billing rate to achieve a rate equal to 3.5 times your average technician wage.
- Manage daily Work in Process to achieve a total dollar amount equal to or less than 50% of an average month labor billing.
- Ensure past due PMs are below 5%.
- Assist in the branch’s 105% absorption requirement for parts, service and rental.
- Coordinate with Business Development Managers and Sales Team to ensure the highest level of customer service is provided to internal and external customers/
- Provide daily expectations for field and shop technicians to meet operational goals and key performance indicators.
- Lead a morning “Huddle” with Sales Coordinators identifying incoming sales units and providing updates on sales units that are in the shop.
- Create a shop job board to track jobs from delivery to the completed repair. Utilize technology when available.
- Assist in new employee interviews, while coaching current Service Department personnel.
- Follow and comply with all safety and work regulations. Maintain shop housekeeping standards. Perform weekly safety walks with operations manager while documenting finding and providing corrective actions to ensure safety and environmental compliance.
- Oversee branch service vehicles ensuring they are registered, safety compliance, and repairs are completed.
- Perform random quarterly vehicle audits and ensure they meet company standards.
- Ensuring timecards are turned in daily, checking for accuracy, and technicians are proficient with E-Service Tech.
- Participate in corporate initiatives providing information to service team to ensure they are aware of changes and strategic goals.
- Service Manager will document and maintain job performance evaluations on all Service Department personnel, no less than twice per calendar year.
- Post technician time daily if required by local branch.
Minimum Education, Skills, and Professionalism
- High School diploma or GED required.
- 2-year vocational education certificate or equivalent knowledge and 48-60 months of related experience and or Master Technician Certification is preferred.
- Excellent time management and organizational skills.
- Advanced customer service and problem solving skills.
- Project management experience and continuous process improvement understanding.
- Power and air tool mastery as well as calibrated tool usage.
- Able to stand for long periods of time and lift up to 50 pounds.
- Candidate must possess strong verbal and written communication skills and a can do mentality.
Working Conditions
This position requires one to operate in a professional office and shop environment. Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. This position is a sedentary position that requires 8 hours of sitting at a desk in a climate controlled environment with frequent computer, mouse, 10 key touch, photocopier, scanner, and phone work along with on hands supervisory skills if needed to direct service repairs to completion.
Physical Requirements and Work Content
Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 25 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.
Full-Time Employee Benefits
• Health, Dental, and Vision Insurance through Blue Cross Blue Shield
• Paid Time Off (PTO) and 9 Paid Holidays
• Fidelity 401(K) with Company Match
• Short-Term and Long-Term Disability insurance
• Life Insurance
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Referral Bonus Opportunities
• Tuition Reimbursement
