Service Manager

As a Service Manager for Carlton Crane & Hoist, you will guide a team of technicians to accomplish the service requirements our business adds value to our customers. This is to include operational, administrative and sales tasks to provide the best-in-class service experience to our customer base. This role will be managing the process of scheduling call service, inspections, and repairs at customers’ sites for hoist, cranes and representing all types of customer industries. Duties would include dispatching service technicians, scheduling service work with customers, quoting service work and parts orders, verifying inventory shipments, processing warranties and inventory returns to vendors, creating service work orders, reviewing, and totaling service tickets for billing department, and other duties utilizing company internal software.

Other duties may include, but are not limited to filing, emailing, faxing, answering phones, and directing calls. Display a professional appearance and atmosphere toward customers, vendors, co-workers, and management.

Essential Job Functions

Customer Service Duties

• Answer incoming calls and transfer, screening when necessary.
• Assist customers with service calls and emails regarding repairs, call service breakdowns, inspections, load testing and Parts Sales.
• Responsible for scheduling preventative maintenance, breakdowns and repairs with customers to obtain maximum efficiencies for technician productivity metrics.
• Work with Sales department to optimize schedule of installation of new equipment.
• Direct workload of service technicians by assigning inspections, repairs and other service work.
• Establish and assign on call system for after-hours customer service calls.
• Assist in quoting parts sales, inspections, and repairs as needed.
• Solicit new inspection agreements for non-agreement customers to increase business.
• Maintain calendar for service calls and inspections.
  
  

Administrative Duties for Service Orders

• Generate or create new work orders for service calls and inspections based on due date and print repair orders to be distributed to technicians when work order is scheduled and assigned. Review tickets with work completed status daily, make necessary adjustments, document notes, calculate charges, obtain customer purchase orders, and submit to billing department for processing.
• Dispatch work orders to technicians and manage status using Service Pro application and InspectAll.
• Set up new customer equipment and make changes to existing customer equipment in Inspectall.
• Partner with Operations to ensure daily and visual management boards information is accurate and aligns with budget and commits for billings.
• Partner billing team, sales, and operations manager to ensure the entire work order process to include, set-up, status notes and ensures the orders closed out in a timely manner. Meet company metrics.
• Reviews appointments on work completed tickets for accuracy and totals charges. hours and closure notes. Marks appointment status as reviewed, adds new appointment to work order if return trip is required, or proceed to total charges on ticket.
• Submits purchase order requests for inventory items on customer service order to Corporate Purchasing department using NetSuite Application.
• Contact vendors or use vendor portals to obtain part number and pricing for parts that may need to be ordered for jobs or inventory stock.
• Assist as needed with problem AR past dues.
• Create cases in NetSuite for items such as: Request to credit or not charge customer for services rendered or incurred, Request to change customer payment terms, new customer paperwork regarding safety, COI, and other data requested by customer, and other.
  
  

Inventory Control Duties

• Process inventory returns to vendor by obtaining RMA#, completing paperwork and shipping item back to vendor as required. This can include Warranties, Customer Returns, Incorrect Shipments, Incorrect item ordered. Creates vendor return manufacture authorization from original PO in NetSuite to alert AR Billing Specialist of inventory returns and possible customer credits documenting details of return such as reason, part #, lot or SN#, Org PO, RMA#, Date part shipped back to vendor, shipping tracking information, cross reference of customer and vendor work orders.
• Handle shipping, receiving and management of inventory including tagging with WO#
• Verify packing slips against inventory received. Write WO#, PO#, Customer Name, date and who checked in items on Packing Slip and upload packing slip to vendor PO in NetSuite.
• Assist with physical inventories (semi-annual) to ensure completion as requested by corporate staff in a timely and accurate manner.
• Work with Operations to place stock orders to maintain sufficient inventory levels of high turnover items. Ensure the inventory levels are minimized to reduce write off inventory one year and older.
• Ensure all inventory used on jobs are properly documented to reduce discrepancies in physical inventory.
  
  

Other General Duties

• Assist in reviewing timesheets and verify time, WO, Customer, Type of Work, PTO, and notes.
• Utilize GPS tracking for technician vehicles to assist in Service and Dispatching.
• Provide information or reports to management as requested.
• Any other duties assigned by supervisor or management.
  
  

Qualifications

Qualifications

• High school diploma required. Prefer 0-3 years of admin or clerical experience.

• Must be a self-starter and capable of working independently with little or no supervision.
• Must be willing to operate fork truck.
• Must have good organizational and time management skills and be able to prioritize and multi-task in a fast-paced service environment. Must meet or exceed deadlines.
• Must be able to frequently sit for long periods of time, up to 8 hours per day.
• Must be able to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Must be proficient with Microsoft Office Suite or related software. Prefer experience with NetSuite and Service Pro
• Must have good verbal, listening, and written communication skills.
• Must be able to push/pull/squat/bend/carry/lift and reach up to 30 lbs. at a time.
  

Physical Requirements 

• Ability & comfort working at heights is required. 
• Ability to travel across the Mid-Atlantic (and across Carlton’s growing footprint) 25% of the time; travel may be higher or lower based on business need. 
• Must be comfortable working in tight spaces.
• Some heavy lifting may be required and may include, safely lifting up to 50lbs.; may occasionally need to lift heavier weights (up to 100lbs) with other team members or with appropriate lifting equipment. 
• Parts may need to be moved from vehicle to cart and to customer equipment. 
• Weight may need to be pushed or pulled on a handcart. 
• Weight lifted may include moving from floor to waist, waist to shoulder, and shoulder to overhead as job assignment dictates. 
• May include lifting heavy objects while climbing, bending, stooping, reaching, etc. 
• May be required to wear respirator or various other PPE on required jobs. 
• Able to perform the essential job functions at elevations, in confined, cold, wet, hot, humid, or unsanitary conditions as well as a combination of these. 
• Able to efficiently use all types of hand tools, power tools and hydraulic controlled devices; must provide own basic hand tools. 
• Able to read digital and analog indicated meters and weighing devices. 
• Must have good mechanical aptitude and knowledge of electrical theory. 
• Must maintain valid driver’s license and be able to drive company vehicle extended hours with few breaks up to eight hours a day and more if overtime is required. 
• Must have good verbal/written communication skills and understand basic math skills including converting measurements. 
• Able to communicate with customers and employees in a clear and concise manner. 
  
  

The Employer retains the right to change or assign other duties to the position. We are an equal opportunity employer and participate in the Everify program to determine right to work in the U.S.A.

The duties listed above are examples of the types of work you may be expected to perform in this role. As business needs evolve, additional responsibilities may be assigned. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform essential job functions.

This job description does not constitute an employment contract and is subject to change at the company's discretion. CIS is an equal opportunity employer that values diversity and inclusion. We do not discriminate based on protected characteristics and participate in E-Verify to ensure compliance with federal employment laws. Employment with CIS is at-will, meaning either you or the company can terminate the employment relationship at any time, for any reason, with or without cause, except as required by law.