Service Manager

Job Summary

We are seeking a Service Manager to manage the service department by overseeing job progress, resolving customer disputes, supervising staff, and scheduling the service team. If you have related experience and are passionate about customer service, we encourage you to read the job description below.

Essential Duties and Responsibilities

• Handles customer-related service functions such as job scheduling, job progress, warranty issues, etc.
• Maintains a high level of customer satisfaction.
• Oversees and assists in scheduling work in the service area in an effective manner that allows for the best use of the available space and the best service for our customers.
• Supervises service associates including employee relations issues, performance reviews, training needs, disciplinary action, and termination.
• Develops business plans and goals to include staffing needs, tools and equipment, and service promotion strategies.
• Monitors Key Performance Indicators and other available reports and adjusts business plans and procedures/processes as appropriate.
• Handles customer-related service functions such as job scheduling, job progress, warranty issues, etc.
• Handles documentation and resolution of Goodwill claims with manufacturers.
• Determines needs relating to special tooling, equipment, vehicles, and work hours, etc.
• Interviews and hires personnel for the service department.
• Maintains a safe, clean, neat, and orderly work environment.
• Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up.
• Resolves customer disputes to ensure fair value for the customer and company.
• Reviews work orders and ensures timeliness of completion and accuracy.
• Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc.
• Regularly reviews JHAs, reviews company-wide safety incidents with the team to pass on lessons learned, enforces safety policies, etc.
• Works within and promotes the vision, mission, and values of Butler Machinery Company (BMC).
• Performs other duties as assigned.

Supervisory Duties

• Manages all service department personnel.
• Organizes, communicates and delegates responsibilities and priorities to ensure the successful operation of the department.
• Provides regular and timely feedback that recognizes employee performance, motivates employees, and promotes self-development.
• Communicates with and coaches employees on assignments, providing technical expertise as needed.
• Selects, trains, and develops employees consistent with department/division goals, providing coaching on career development.

Qualifications

• Mechanical experience with the product lines represented.
• Two-year degree or equivalent experience and training preferred.
• Prior supervisory experience or Service Management Training preferred.
• Excellent customer service skills.
• Good oral and written communication skills.
• Computer knowledge.
• Must have good leadership, detail, and organizational skills.
• Ability and willingness to work flexible hours.
• Must possess a clean driving record.

Benefits Package

• Generous retirement plan with 10% guaranteed and up to 5% discretionary provided by the company each year once eligibility is met, with no minimum required contributions out of your pocket.
• Health Insurance - 4 plan options including 3 High Deductible plans.
• Dental Insurance - 2 plan options Basic and Preferred.
• Vision Insurance.
• Flexible Benefit Plan.
• Basic Life/AD&D and Supplemental Life Insurance.
• AFLAC options - Cancer Insurance/Accidental/Hospitalization/Short Term Disability.
• Short-Term Disability Coverage - 60% of salary paid by Butler.
• Maternity and Paternity Benefit.
• Holidays - 7 days company-paid.
• Health Savings Account (with High Deductible Healthcare Plan options) Employer contribution up to $1000/yr.
• Paid Time Off (PTO) starting at 15 days a year accrued through pay periods.
• 401(K) Plan.
• 10% Annual Retirement Employer Contribution, with Additional 5% Discretionary Employer Contribution.
• Employee Assistance Program (EAP) including Health Coaching.
• SmartDollar employer-paid financial planning program.
• Legal Shield/ID Shield products.
• Other company-sponsored benefits include a safety glass allowance, optional Credit Union membership, and educational assistance.

About Butler Machinery Company (BMC)

Butler Machinery Company (BMC) is a family-owned business with over 65 years of experience in the industry. We pride ourselves on delivering exceptional customer service and offering a wide range of products and services to meet our customers' needs. As a trusted partner in the community, we are committed to fostering a culture of innovation, teamwork, and excellence.

EEO Statement

Butler Machinery Company (BMC) is an Equal Employment Opportunity (EEO) employer. We are committed to creating a diverse and inclusive workplace where all employees can thrive and reach their full potential. We believe that diversity drives innovation and inclusion drives success. We are proud to be an affirmative action employer and welcome applications from qualified candidates from all backgrounds.