Service Manager

POSITION SUMMARY

Manages the day-to-day service operations at the local level (service support team and technicians will report directly to this individual). Will be required to assemble and lead a high-performing, customer-focused team. Ensures that his/her people work as a team to provide a hassle-free experience for our customers. Effectively drives change within his/her organization to ensure one consistent way of doing business with other Equipment Depot locations. Achieves business objectives (as measured by Key Performance Indicators) by improving the skills and professionalism within our service operation. Improving the efficiency of his/her service organization will be a key responsibility.

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement
To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Communicates and promotes the Equipment Depot vision and mission within their team.
• Is a positive role model. Inspires and motivates others to perform at a higher level. Treats others with respect.
• Ensures that his/her team performs with a positive attitude and a great sense of urgency in order to exceed customer expectations. Will earn the trust and respect of people both within and outside his/her organization.
• Ensures that service KPI’s (relating to efficiency, productivity, and customer satisfaction) are consistently met.
• Will be required to handle disciplinary issues involving personnel if/when they occur.
• Works with his/her Operations Manager to develop and implement short- and long-term strategic plans, objectives and goals for each location under his/her responsibility, along with a plan of action about how to achieve them.
• Handles customer requests, concerns, and complaints in a prompt and professional manner.
• Completes performance reviews as/when required for everyone within his/her organization.
• Works with his/her Operations Manager to identify trends within the organization or business environment and develop plans to address.
• Wage administration for direct reports.
• Provides feedback/recognition for reports in job functions.
• Assists in the recruiting and development of his/her service organization including training assessments of the service support team.
• Assists in the implementation and use of the Service Automation system.
• Present and maintain a professional image/manner in performing the role.

SKILLS AND ABILITIES

• Good communication, leadership and team-building skills.
• Proven problem-solving ability. Adept at conflict resolution.
• Ability to prioritize and manage time-sensitive deadlines.
• Basic technical knowledge of industrial equipment. (IC vs. Electric, etc)
• Preferably has prior experience in leading a service team.
• Has the ability (or can learn) to interpret and understand financial statements and budgeting/forecasting.
• Can develop, manage, motivate, and lead a diverse workforce.
• Ability to manage individuals at off-site locations, while coordinating their roles and activities to meet customer needs and be in line with the centralized effort.
• Ability to communicate across all functional groups and geographic locations (“One Equipment Depot” mindset).

Education: Minimum high school diploma, preferred college education or equivalent working experience in the aftermarket service environment
Experience: prefer at least 2 years of proven hands-on management experience.
Computer Skills: Basic knowledge of computer operation and ability to use Microsoft Office products such as Word and Excel
Other Requirements: Strong organizational, communication, and conflict resolution skills. Ability to facilitate change. Training experience.

WORK ENVIRONMENT

Work environment varies from office to job site to industrial locations

OUR CORE VALUES

Passion to Perform – We are passionate to perform and focus on concrete achievements
Trust to Act – We are empowered to act, and act in a powerful way
Act Responsibly – We are responsible for our actions and the consequences they have for our stakeholders and our environment
Make it Fun! – We are serious about making work fun; it’s the way we do things

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

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