Service Manager

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Job Summary: Service Manager

Critical role within the company with responsibility for maximizing shop efficiency, revenue generation capability and productivity of the service department personnel. You will establish and mentor an organization dedicated to achieving the highest levels of equipment service and repairs while maintaining a high level of customer satisfaction. You will collaborate with other departments within the branch as well as with other branch locations, in order to improve the overall performance and profitability of the business.

Essential Functions:

• Providing a safe work environment by ensuring that established safety standards and policies are communicated to staff members and that these policies are adhered to
• Assisting in the recruitment of qualified personnel. Ensure their skills and qualifications allow service work to be completed per OEM standards for all equipment types offered by at your branch
• Supervise and mentor service technicians by performing spot checks. Ensure work is progressing at the desired pace
• Prepare schedules and plan staff duty rotations as needed to ensure that the department is staffed properly
• Review OEM lists and other documents to ensure the shop has proper tooling and equipment, such as diagnostic tools, that will improve quality and productivity within the service department
• Responsible for the timely review of overtime requirements and recommend changes as needed
• OEM Portals: Check weekly each portal to familiarize yourself with service bulletins/campaigns and other important service information locations
• Ensure service documentation is prepared and processed in a proper and timely manor
• Ensure any chronic, long term or out of the ordinary issues are reported
• Run reports as needed, process the data for practical use and respond to progress report requests as necessary
• Maintain established goals for staff training, equipment status and maintenance programs
• Review staff training records and make recommendations for their continuing education
• Responsible for constant communication with team to ensure all expectations are being met