Title & Dept: SERVICE MANAGERDirect Supervisor: Product Support Mgr (if applicable)Those Directly Supervised: Service Personnel at Branch Level Job Requisites: The individual in this position should be personable, a problem solver, a leader of people, ethical, intelligent and able to adapt to all of the forces around them – customers, suppliers, department managers, co-workers, and manufacturers personnel. The individual should have strong organizational skills, good communication skills, excellent customer relations skills, and good computer / systems knowledge. Additional requisites are good working knowledge of equipment operations and mechanical functions; solid shop floor management knowledge; good understanding of financial reporting principles; a solid understanding of pricing principles and discounting effects; ability to give leadership in specialized repairs; supervisory and management training.Detail Job Description:1) Reports to VP-PS for all job responsibilities.2) Interprets and implements Service Department policies and procedures as specified by the VP-PS.3) Makes recommendations to the VP-PS in reference to the procedures, as they relate to the operations of the Service Department.4) Makes recommendations as it relates to growing and improving the Service Marketing effort.5) Review financial reports on a monthly basis – working with the VP-PS to insure that all goals and objectives are clear and understood and that a continuous effective plan is in place to control cost and to increase profitability.6) Insure that sufficient work is processed to maintain a high level of retail work and that proper measures are taken to achieve goals set.7) Take customer calls for field and shop work; accept jobs brought in for repair to the shop, and dispatch all Field Servicemen – as needed.8) Provide the direction and leadership required to achieve professional technical services at profitability and quality standards.9) Supervises the quality of work performed and sees that standards of performances are maintained. Conducts discussions with customer, supports the integrity and reputation of the company as applied to equipment and Service Department responsibilities.10) Knows at all times the status of current jobs and keeps the Sales Department and management informed of progress.11) Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage co-worker participation and personal growth.12) Assist the GM-PS in determining service repair methodologies and job flows to maximize the effectiveness, the efficiency and the quality of the repairs. Job Description – SERVICE MANAGER13) Monitor performance standards and measurements (reviews with Product Support Manager on a monthly basis).14) Develop and maintain all service efficiency and management reports and reporting methods.15) Observe service personnel in repair circumstances and provide the coaching necessary to develop diagnostic, safety, clean, efficiency and effective high quality work.16) Supervise all direct reports and provide individuals the guidance required for them to reach both their corporate and personal goals.17) Sees that shop tickets and work-orders are properly handled, that proper entries are made concerning time and overtime, and that parts and equipment used are accounted for correctly.18) Insures that sublet repairs are properly scheduled, completed and that the cost and payment associated with such work are in order.19) Insures that necessary shop tools and equipment are available and maintained in good order. That new machines and machines going out on demo are clean and in ‘ready-to-go’ condition. That follow-up service is conducted as required and in line with factory warranty.20) Assist safety director in seeing that we comply to all safety guidelines set forth by OSHA: • See that co-workers are informed about safety rules and have proper safety equipment. • See that CEC’s safety rules are enforced and keep a safe working area. This is to include keeping all equipment in a safe usable condition. • Document all accidents and see that injured party gets proper care at prescribed clinic or hospital.21) Continually monitor the progress of the department and individuals in the service department as it relates toward quality and profit goals.22) Identify deviations from the plan and recommend and/or take corrective action – informing local Product Support Manager and/or VP-PS as deemed necessary.23) Advise and assist VP-PS concerning necessary goodwill and follow-up calls on customer or Sales Department units on which we have performed complete reconditioning or major repair.24) Handles all customer complaints in a friendly and pleasing manner and reports any condition to VP-PS, other department heads, or senior management, as the case might deem necessary. Negotiate settlements within reasonable limits.25) Hires Service Department personnel – with review and approval from VP-PS.26) Assigns and supervises the work of all Service Department co-workers in the branch, and decides each person in the department job duties.27) Maintains a neat and orderly office and shop area – a regular ‘housekeeping program’ should be in place to insure a clean and very well organized service department.28) Works closely with the Sales and Parts Departments giving special attention to customer satisfaction.29) Evaluates the performance of Service Department personnel versus job descriptions, and makes recommendations to the VP-PS in regards to salaries and compensation plans.30) Maintains proper records, submits required reports, checks customer credit, and other administrative details as required by management.31) Insures that service literature, manuals, reference materials, technical bulletins, etc., is properly maintained and kept up-to-date.32) Oversee the repair of all Service Department trucks and equipment.33) Coordinate the painting of equipment with paint contractor, and other repairs as authorized by the Sales Department.34) Assist on demos, as needed, for Sales Department.35) Furnish all necessary information and cooperate with Warranty Manager in regard to service reports, product reports and related documents required by each manufacturer CEC represents.Job Description – SERVICE MANAGER36) Coordinate with Warranty Manager and/or Rental Manager the inspection of new equipment, as needed.37) Prepare and/or assist in preparation of repair estimates for customers or preparation of appraisals for Sales Department on possible trade-in units.38) Review work-in-process or exception report for all jobs not billed; see that jobs are closed from shop office each day. Follow-up to be sure jobs are returned to the service office for final closing.39) Audit customer and internal billings for accuracy and fairness.40) In absence of Shop Foreman, supervise as required to maintain acceptable workflow through the shop and in the field.41) Cooperate with factory service and training representatives to follow-up calls, operation, and maintenance programs on all new unit deliveries.42) Periodically inspect service trucks for proper maintenance and appearance.43) Make suggestions and consult VP-PS regarding training program input and list of subjects.44) Build favorable climate with factory representatives and attend Service Manager schools when appropriate.45) Call on customers on a timely schedule – maintain regular jobsite contacts with customers and prospective customers.46) Required to take the Parts Manager to lunch twice per month.Secondary Job Duties:1) Performs any other duties as assigned by the VP-PS or local Product Support Manager.Note: All work must be performed in a safe and orderly fashion. Must adhere to all CEC safety rules. Must be aware of OSHA / MSHA standards relating to the heavy equipment industry and adhere to these while performing job duties. Personal protective equipment must be worn as dictated by job duties. This personal equipment shall be maintained in a clean and usable state.