Assistant To The Service Manager

Job Overview:

The Assistant to the Service Manager is responsible for assisting the Service Manager in the general oversight and operation of the Service department. This is done through dispatching service calls, assisting in managing employees, and overseeing the completion of accountability measurements and project completion.

Reports to: Service Manager

Duties and Responsibilities:

· Support oversight of the Shop Technicians

• Ensure work is scheduled based on the prep chart and jobs are being completed in a timely manner.

· Assist in scheduling PTO for all service technicians in a manner that provides consistent service coverage while allowing PTO to be used.

· Ensure managers are made aware of machines that have continuous service calls or we receive multiple calls for the same issues.

• Utilize reports to identify machines with repeat issues. Reports are to be run on a scheduled basis.

· Dispatch calls through service operating system.

• Dispatch all calls to appropriate technicians from tickets sent from Customer Service Representatives.
• Ensure all calls are entered accurately with appropriate descriptions and associated with the proper equipment.

· Review open calls daily to ensure all calls are being answered.

• Work with the Service Manager on calls that remain open for multiple days to ensure closure of the call.

· Assist in the oversight of the Move Crew by ensuring they have their daily schedule and all equipment is prepped/ready for the day. Other assistance may be needed to help manage the Move Crew.

· Assist in the prep chart process. This may include managing the delivery schedule and setting delivery/pickup dates based on the shop workload.

· Manage all customer, location, POS, and equipment entry and accuracy in operating systems.

• Create machines, customers, locations, and planograms for the preparing of new equipment.
• Adjust the process for accurate and efficient entry and tracking of this information as needed.

· Assist in service department accountability reporting. This will be done through regularly scheduling reports to be run and reviewed, including, but not limited to:

• GPS reports showing drive time and other accountability measures.
• Service call open/close time reports.
• Service call quantity reports.
• Call completion time reports.
• Other accountability reports that arise.

· Monitor all online equipment (kiosks, card readers, etc.) and dispatch service technicians as needed to proactively address down-time.

· Work with the Service Manager on any special projects or process improvements in the Service department.

· Assist in answering service calls or customer inquiries as a secondary phone operator as needed.

· Other duties may be assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Education/Experience:

· Ability to communicate professionally with co-workers, customers, and managers

· Experience in the full Microsoft Office Suite

· Ability to adapt to new processes and operational systems

· Ability to read, write, and generate necessary reports

· High school diploma or equivalent

Language Skills:

Ability to read, analyze and interpret general food service documents, memos. Ability to read software operations manuals. Excellent communicator with strong technical aptitude who remains abreast of industry/technology trends. Ability to communicate through email effectively.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, move around, walk and stand for majority of the time, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is required to stand/walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Covid-19 Requirements

· Abide by all Crickler procedures and policies.

Hours and Work From Home Capabilities:

· 7:00am-4:00pm for regular hours (This is the minimum requirement for this position and additional hours may apply based on workload.)

· Regularly Monday through Friday

· This position is based in the Lancaster, NY branch.

· Work From Home (WFH) Capabilities (WFH capabilities are not regularly available for this position due to on-site management duties. There may be instances in which WFH may be needed due to inclement weather or other circumstances.)

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No nights

Ability to Relocate:

• Lancaster, NY: Relocate before starting work (Required)

Work Location: In person