What are the responsibilities and job description for the Service Manager - Hampton, NJ position at CraneWorks?
Job Title: Service Manager
Reports to: General Manager
Location: Hampton, NJ
Department: Service
FLSA Status: Exempt
About Us: CraneWorks is an award-winning global provider of lifting solutions. Our commitment to customer service is unparalleled and we consistently strive to earn our customers’ loyalty and trust. Our fundamental values are safety, quality, integrity, reliability, and teamwork and our commitment to these values help steer our business operations. We are proud to be an Equal Employment Opportunity employer.
Job Summary: This position is responsible for overseeing the daily operations of our service shop. The Service Manager will be responsible for leading the service team, ensuring efficient and high-quality repairs and services, managing customer relationships, and maintaining a safe, organized, and productive shop environment. This role requires strong leadership, technical knowledge, and a commitment to delivering excellent customer service.
Key Responsibilities:
- Manage and supervise a team of field and shop technicians l to ensure efficient and high-quality service delivery.
- Assign work tasks, prioritize repair and service orders, and ensure all jobs are completed on time and to customer specifications.
- Provide technical guidance, mentorship, and training to team members to enhance their skills and improve performance.
- Monitor employee performance and provide feedback, coaching, and development opportunities.
- Ensure customer satisfaction by maintaining clear and professional communication with clients regarding their service requests, updates, and completion times.
- Address customer concerns or complaints and resolve issues promptly and effectively, ensuring a positive experience.
- Review and approve service quotes, estimates, and billing details for customers.
- Oversee the daily operations of the service shop, ensuring equipment, tools, and supplies are properly maintained and available.
- Ensure all service orders are tracked, recorded, and completed in a timely manner.
- Monitor workflow, manage inventory levels, and coordinate with suppliers to ensure parts and materials are readily available.
- Implement and enforce shop safety protocols to ensure a safe working environment for all employees.
- Ensure that all repairs, services, and maintenance work meet company standards and adhere to regulatory and safety guidelines.
- Conduct regular inspections and quality control checks to guarantee work is done correctly the first time.
- Keep the shop and work areas clean, organized, and compliant with health and safety regulations.
- Track key performance metrics (e.g., service turnaround time, customer satisfaction, revenue targets) and report on performance regularly.
- Analyze trends and operational data to identify areas for improvement and implement corrective actions where needed.
- Prepare and submit regular reports to senior management regarding shop operations, team performance, and customer feedback.
- Help manage the shop’s budget, ensuring cost control while maintaining high service quality.
- Oversee billing and invoicing processes, ensuring accurate and timely invoicing for services provided.
- Other duties as assigned.
Qualifications:
- Proven experience in a management or supervisory role in a service-related industry (e.g., lifting equipment, heavy automotive, hydraulic repair, etc.).
- Strong technical knowledge in the relevant field of service (e.g., mechanical, electrical, or automotive systems).
- Excellent leadership and team management skills.
- Exceptional customer service skills with the ability to manage client expectations and resolve issues.
- Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.
- Ability to analyze data and make informed decisions to improve shop operations.
- High school diploma or equivalent required; relevant technical certifications or a degree in a related field preferred.
Key Skills:
- Leadership & Team Management
- Technical Troubleshooting & Repair
- Customer Relationship Management
- Shop Operations & Workflow Management
- Safety & Compliance
- Budgeting & Financial Management
- Strong Communication & Problem-Solving Skills
Benefits:
- Health insurance
- Paid time off
- Dental insurance
- 401(k)
- 401(k) matching
- Vision insurance
- Life insurance
- Referral program
- Professional development assistance
Physical Demands and Work Environment:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to walk, use hands to finger; handle or feel; and kneel; crouch; or crawl; and talk; or hear; push and/or pull; reach; climb; bend and/or stoop. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is frequently exposed to moving mechanical parts.