We are looking for candidates who will manage our service department pertaining to people, equipment, and service. The incumbent must be customer service focused and driven to meet or exceed the expectations of all customers both internally and externally. The candidate must possess excellent verbal, written, and communication skills as well as an in-depth knowledge and application of standards and regulations pertaining to our specific industry (or a willingness to learn). Knowledge of Health and Safety Regulations as well as applications of said Regulations is a must.
The Service Manager must be a team player. They will manage subordinates and champion change with the Operations Manager in all aspects of our service business. Managing budgets and managing within those budgets, revenue generation, cost control and achieving operational efficiencies with scheduling are the primary responsibilities of this position.
The Service Manager role reports to the Operations Manager and will be supported by the Operations Coordinator.
Service Management & HR:
- Responsible for service operations activities.
- Oversee dispatch functions to ensure schedule is met.
- Field Technicians and Service Advisors report into this role.
- Monthly and Annual financial reviews comparing budgets and KPIs.
- Active relationship with sales, accounting and finance to ensure proper paperwork flow and process development.
- Instrumental in ongoing business systems integrations (ERP Service modules, dispatch modules, fleet tracking and maintenance software such as InspectAll, etc.)
- Help maintain employee training, education, and ongoing certification renewals.
- Active relationships with clients to discover any issues that are not being communicated directly through Service Advisors.
- Creating and developing new systems and processes to aid our service department.
Parts, Service & Logistics:
- Working with the Operations Manager, oversee Service, Parts, and Logistics in their roles to ensure clients are receiving “Legendary Service”.
- Drive new sales through Parts and Service departments, leveraging work order recommendations.
- Oversee outgoing service quotations to clients to ensure accuracy and profitability.
- Oversee factory communication on warranty claims.
- Oversee accurate coding of timecards, work orders and AP sent through to Operations Manager, accounting and finance dept.
- Review samplings of outgoing invoices to clients to ensure that they accurately represent our quoted prices.
- Oversee Service Advisor handling of invoice disputes to ensure client satisfaction and ongoing commerce.
- Help oversee Parts department organization and assist in ongoing inventory processes and counts.
- Oversee shipping and logistics to hoist and crane sites to ensure smooth processes.
- Provide back-up to service advisors when absent or on vacation.
Fleet and Customer Equipment Management: (PM Program)
- Help oversee Preventative Maintenance program for our fleet of cranes, hoists, trucks, trailers, and accessories.
- Work within ongoing Repair and Maintenance budgets, manage cost controls as well as supplier relationships.
- Manage equipment rebuild programs (order of rebuilds as well as pre-parts ordering to minimize downtime).
- Communicate with factories on warranty claims, technical bulletins, and product enhancements.
- Supplier communication to manage costs, quality, and delivery times.
- Oversee management of warranty claims on assets.
- Manage the company vehicle program to ensure that we have the right fleet and the right number of vehicles.
Safety and Compliance:
- Works with Operations & HSE Manager on Program implementation and enforcement
- Works with Operations & HSE Manager to assist in injury management programs and incident investigations.
- Involved in ongoing HSE documentation review, participation on safety committee and monthly meetings.
- Maintain relationships with governing authorities in the industry that we work.
Building and Lands:
- Assist in shop and yard organization for professionalism, maximum efficiency, and safety.