Service Manager

SERVICE MANAGER 

Reports to the General Manager/AGM

The Service Manager’s role is comprised of 3 main functions:  Leading Our Team, Serving Our Customer and Managing Financial Results. Each of these functions require different skills and time spent in each area, but are equally important parts of being on the Bortnick Team.

Leading Our Team:

• Sets the standard for keeping the shop area clean, orderly and safe. 
• Communicates the priority of Service Technicians’ safety and maintains a safe working environment in the shop area.
• Maintains all service tools and service vehicles in good condition.
• Plans for optimal utilization of each technician’s available time.  
• Supervises and adjusts work load of Service Technicians using efficiency and production reports.  
• Schedules and coordinates service team’s individual training, development and Forklift Certification.
• Leads, trains, coaches and develops Team Members to optimize performance.
• Assists General Manager/AGM as needed to develop service advertising and promotion programs.
• Promotes respectful, cohesive working relationships with all departments to maintain and grow the Parts, Sales and Service Departments. 
• Performs related or other tasks, as assigned.

Serving Our Customer: 

• Writes work orders, estimates repair time necessary.  
• Handles all customer inquiries regarding service appointments and equipment status. 
• Reviews repair orders to ensure completion and accuracy.  
• Advises customers of necessary repair service including estimates of cost.  Makes recommendations to customers for preventative maintenance. 
• Oversees control of each shop job and the proper charge for labor and materials to the customer. Ensures the completion of pre-delivery service and/or used goods reconditioning.  
• Follows repair completion progress to ensure assigned work is completed within repair times estimates. 
• Obtains customer approval prior to rescheduling any additional repairs deemed necessary. 
• Works with customer concerns pertaining to service and repair work ensuring a Win/Win result for all parties.

Managing Financial Results:

• Schedules service work according to priority and maintains an orderly flow of work.
• Accounts for time on repair orders and manages overall paperwork processes.
• Maintains all Service Department filing and online records.
• Works in conjunction with the Enterprise Warranty Coordinator to process all warranty claims within 7 days and partners with manufactures to expedite completion of all warranty claims. 
• Responsible for prompt reconditioning of trade-in equipment.
• Orders and maintains adequate supplies and parts for Service Department inventory. Issues purchase orders as needed.  
• Assists service team in troubleshooting repair issues as needed. 
• Partners with the Parts Manager to establish a basic parts list for certain overhaul jobs.
• Inspects all work completed by the Service Department prior to scheduling delivery.
• Coordinates and schedules equipment for pickup and delivery using guidance from the General Manager/AGM for optimum efficiency.
• Meets or exceeds performance goals set by the General Manager/AGM.

Salary : $40,000 - $50,000