Manager, Service

POSITION PURPOSE:

The Manager, Service provides the vision, direction and support to ensure customer satisfaction while maintaining company profitability through defined empowerment and supervision of the Service Department and its team members.  Ensure a safe working environment through partnership with General Manager and Director, Environmental Health & Safety to report such issues. Ensures all Briggs Equipment standards are adhered to and executed consistent with company direction.  

PRINCIPAL RESPONSIBILITIES AND DUTIES:

1. Manage the strategic direction of the branch Service Department, while providing leadership to all Branch Service team members, to include the service department financial performance (P&L), training, safety, department processes, customer services & pricing, vendor products/systems and equipment awareness
2. Lead safety meetings, ensure near miss reporting policy compliance and partner with the Safety Department to investigate safety incidents

1. Coach and develop direct reports on employee relation issues, to manage customer orders and repairs, ensure proper job openings, quote completion, job changes, closing and invoicing
2. Motivate the Service Department to perform at a high level and ensure accountability of them to include quality and efficiency
3. Monitor & manage the selection, hiring, development, training and new hire procedures
4. Manage the communication and relationships with customers by building trust and ensuring customer satisfaction through regular  customer visits with an added focus on top 10 service accounts
5. Practice positive customer conflict resolution strategies to mutually benefit the Company & Customer
6. Serve as liaison between Briggs Equipment, its customers, and manufacturers, in problem resolution while maintaining profitability
7. Manage and maintain a fleet of road service and delivery vehicles for maximum performance and controlled expense
8. Represent the Service Department's brand and gain additional Service revenue through support of Account Managers

1. Provide fleet management support by managing expenses for external customers and the Company to ensure maximum profitability

1. Manage department needs associated with maintaining supplies, uniforms, tooling needs, building maintenance, and equipment, within budgeted guidelines and as demands are presented

1. Performs other duties as assigned

minimum qualifications

Basic Knowledge & Competencies:

• Knowledge of business and management principles

• Ability to develop direct reports through coaching and reinforcement (Hard Skills/Soft Skills)

• Mechanical aptitude and technical knowledge preferred

• Excellent verbal and written communication skills are required for this position

• Excellent intrapersonal, customer service, math, reading comprehension and problem solving skills

• Proficient with Microsoft Outlook, PowerPoint, Excel, and Word

Previous Experience/Education:

• Bachelor's Degree or equivalent experience preferred
• High School Diploma or G.E.D. required
• 2+ years working experience in forklift repair or related industry preferred
• Management or supervisory experience preferred
  

PHYSICAL REQUIREMENTS

• Standing, walking, lifting, twisting and bending on a frequent basis

• Ability to lift up to 40 pounds