Responsible for supervising, directing and coordinating the Service Department personnel to provide immediate and quality service to clients/customers and ensure organizational goals are met. Responsibilities include directing, monitoring, supporting, reviewing and evaluating employees’ work performance.

Responsibilities

• Manages a team of supervisors and technicians by monitoring employees’ work schedule, managing workloads, conducing regularly schedules meetings and evaluating and reviewing work performance.
• Ensures Service team reaches department benchmarks; conducts routine field audits.
• Completes payroll for all service personnel and tracks attendance, vacation and sick leave.
• Motivates, encourages and provides guidance to service personnel through positive communication and feedback; provides discipline verbally and in writing when necessary.
• Develops, schedules and administers training programs and other departmental meetings that support service department operations. Works with the Corporate Trainer when necessary.
• Manages the service department to profitability and maintain parts and labor cost at or below budget.
• Works in conjunction with Parts Manager to evaluate and manage vehicle trunk stock inventory; ensures correct parts are in stock; removes non-moving items and replaces with items with higher returns.
• Coordinates with Warehouse Managers on machine setups, loaners, swaps and installs.
• Resolves escalated client complaints and ensures customer satisfaction; manages database records of complaints and resolutions for future reference; solicits and applies customer feedback (internal and external).
• Assists various departments with resolving issues regarding service to promote company growth.
• Conducts regularly scheduled service meetings as well as sales and customer facing meetings when necessary.
• Views the Financial Profit & Loss report routinely and addresses any line item inaccuracies.
• Evaluates and releases parts used in the field from order grid; ensures correct equipment is being used.
• Works with Marketing, MPS specialist and Field Service Technicians to target and work on strategies to remove or upgrade high cost machines.
• Attend meetings scheduled by Management and be prepared to provide useful feedback when necessary.
• Works with Manufacturers to escalate service issues, schedule training, etc. as needed.
• Runs necessary reports to use as a tool to help reduce callbacks and incompletes and to increase efficiency.
• Regular, physical attendance on a predictable basis is essential to the performance of this job.
• Other duties and projects as assigned by Supervisor and/or Management.

Knowledge, Skills and Abilities

• Ability to read and interpret documents such as operating/maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to speak effectively with customers and employees one-on-one or in groups.
• Willingness to actively help and train others; ability to motivate, develop and direct people as they work and identify the best people for the job.
• Strong sense of responsibility; understanding of business implications of decisions.
• Evidence of the practice of a high level of confidentiality; demonstrates commitment to continued professional growth and development.
• Must be polished, highly organized and capable of effective efficient multi-tasking under deadlines.
• Strong work ethic and emphasis on attention to detail. Works with integrity and ethically.
• Computer skills, including knowledge about Microsoft Excel, Word, and Outlook programs and ability to effectively use Company’s own proprietary software systems.

• High School Diploma or equivalent; associate's degree or equivalent from two-year college or technical school preferred.
• Minimum three (3) years field service experience and manufacturer certifications required.