Address
Form of workLocation(s)Full-time
Full-time/Part-time
Service Manager
Location: Orlando
FLSA Status: Non-Exempt
Schedule: Monday-Friday
Office Status: (Office, Hybrid, Remote) Office
Travel: None
Reports to: Branch Operations manager
Direct Reports: Technicians
Position Purpose
Contribute to making Southern States TOYOTAlift a leader in the material handling industry by maximizing customer satisfaction by creating and maintaining service operations, which are responsive to customer and technician needs. This includes timely, high quality service operations at competitive costs to the customer while maintaining sufficient profit margins and professional image for Southern States TOYOTAlift.
Major Tasks, Responsibilities, and Key Accountabilities
- Support Technicians, service department associates, and branch management.
- Provide training on all company functions: policies, procedures, timekeeping, and safety; ensure that these items are being adhered to.
- Work to eliminate waste and lost time through training and coaching.
- Maintain SSMH’s high company standards and ensure that all Technicians are taking care of and protecting the customers’ interests and living up to our company standards.
- Give assistance to all team members via phone and in person, as needed. When assisting team members, keeping time per company guidelines.
- Manage the WIP Reporting – delegate responsibilities as necessary.
- Effectively manage service coordinator and dispatch team to include assigning tasks, setting team goals, and time/attendance recording.
- Monitor and encourage superior customer communications skills for all service department personnel.
- Conferring with customers as required for problem/solution resolution and proper supervision of equipment repair and maintenance.
- Take initiative in developing new methods and procedures for the service department as required.
- Assist in technician performance reviews, and complete service team reviews.
- Ensure all technician timecards are complete and accurate.
- Monitor return to branch work orders and completed work orders for billing daily.
- Conduct van inspections after each Technician meeting.
- Participate in “ride-alongs,” as directed by branch management.
- Participate in and bring value to all monthly team meetings.
- Provide Branch Operations Manager with technical expertise, as needed, during customer disputes.
- Report any Technician, employee, or customer safety or ethical issues that could result in harm to our company or our reputation.
- Any task assigned by the BOM, Director of Service, GM, or VP of Ops
- Ability to work in a constant state of alertness and safe manner.
Qualifications
- Prior company experience as a Road Service Technician or previous Service Manager experience preferred.
- Proficiency with MS Office including Word, Excel, Outlook
- Windows XP knowledge preferred.
- Demonstrate above average time management, organizational, and follow-up skills.
- Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments.
- Excellent verbal and written communication skills; ability to communicate successfully with a wide variety of individual personality types.
- Positive people management skills
- Customer-focused with exceptional customer service skills
Education and Experience
- High school diploma or GED
- Technical school coursework in electrical, mechanical, or automotive field is preferred.
- 5 years related work experience or combination of education and work experience.
Nature and Scope
Position reports to the Branch Operations Manager with accountability to the Branch Manager
Environmental Job Requirements
Working environment consists of working at a desk set using a computer and desk phone or headset. Occasional walking in the shop area and other areas of the facility may be necessary. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Comfortable shoes should be worn depending on the work environment. The painting and shop areas can be dusty, noisy, and drafty depending on weather conditions, as these areas are well ventilated and open to outside air. Work near moving mechanical parts 5%; Fumes or airborne particles 5%; Toxic or caustic chemicals 5%
Physical Job Requirements
Majority of this position requires sitting at a desk utilizing a computer monitor and phone frequently - 90%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position – 5%. There is minimal outside exposure in this position, however, depending on Associate needs, it may be necessary for the Associate to spend some time in the shop area - 5%. Of an 8-hour workday, the Associate would typically spend time doing the following: standing 10%; walking 5%; sitting 90%; using hands 100%; reaching with hands and arms 100%; stooping, kneeling, crouching, or crawling 1%; hearing or talking 100%. In this position, moderate noise is expected, examples include typical business office noise from computers and printers and exposure to noise from light foot traffic. Distance/near clear vision is critical. Ability to lift to 10 lbs.
Job Description
This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time. About Southern States Material Handling – Toyota Industrial Equipment
We are Florida & Central Georgia's source for Material Handling Solutions with 10 branches in Tampa, Lakeland, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta, complimented by a full fleet of deployed mobile service technicians. For more than 70 years we have been a leading provider of Toyota forklifts. We offer a single-source solution for new and used material handling equipment sales and equipment rentals. Additionally, we offer OSHA-compliant operator training and forklift parts and maintenance to ensure customers stay productive and profitable. Toyota has been the number-one selling lift truck in the U.S. since 2002.
Southern States Material Handling is proud of our workforce who support and contribute to the company. We seek people committed to excellence with talent, skill, innovation. We offer a competitive salary, comprehensive benefits, and a pleasant and challenging working environment. We are committed to innovation, quality, customer service, and talent.
Our Values:
Honesty, Initiative, Teamwork, Competency, and Handwork
Our Purpose - To help our client customers achieve competitive advantage and improve their profits, safety, and productivity.
Our Vision - To be the most successful and respected material handling Solution provider.
Our Mission - To sustain continuous profitable growth by providing the best customer experience.
