Service Manager

The position of Service Manager is to support all Service Technicians and Service Administration in all aspects of their work duties.

· Oversee daily functions of service technicians, shop technicians, and dispatchers.

· Assist technicians with troubleshooting and repairs.

· Oversee the daily workload with the dispatchers and assist in scheduling.

· Review and deliver service proposals to customers in a timely manner.

· Communicate with customers as required for problems/solution resolution.

· Continuously monitor dept processes to ensure high quality service and customer satisfaction.

· Schedule customer visits to review quality of repairs/PM’s.

· Work with management, accounting, CSS, and customers on billing concerns.

· Maintain positive communication with service staff and management.

· Schedule field visits with techs to provide coaching and assistance when necessary.

· Utilize resources including technical support from the manufacturer website to resolve repair issues on a same day basis.

· Manage the completion of all service bulletins/campaigns.

· Follow up with all customers on scheduled times and/or discuss additional concerns with quotes and turnaround times.

Education and Experience

· High school diploma or equivalent and knowledge of basic math skills.

· Minimum 5 years heavy equipment technician experience.

· Valid driver’s license.

· Efficient with computers and Microsoft Office / Windows software

· Good interpersonal skills, team player, and reliable.

Physical Requirements

· Must be able to multi-task (phone, computer, customers etc.)

· Must be able to lift up to 50 lbs. occasionally and only if required

· Be available to work flexible schedules (Monday – Friday) and overtime if required