Service Manager

The Service Manager combines good administrative, customer, and internal coaching skills to keep things moving in this critical performance area of the operation. Constant interruptions call for tremendous flexibility, good decision-making and above all good judgment and common sense.

Daily Duties for Service Manager

1. Manages monthly parts/shop supplies budget.  Cost of maintenance not to exceed 10% of rental revenue.
2. Equipment deadline not to exceed 1% of investment at any time.  Preventative maintenance program on fleet followed per procedure (when and how to service) and reviewed with branch manager a minimum of once a month.
3. Reviews maintenance records to schedule dates for recommended service intervals, (250 hour, 500 hour, etc.  PM). Equipment listed for over 90 days since last P.M. is not to exceed 30% of inventory.  Equipment listed for over 180 days since last P.M. is not to exceed 0% of inventory.  Status is to be reviewed with the branch manager on a monthly basis.
4. Establishes and maintains service records (either electronic or manual) for all equipment within the rental fleet.  100% of all assets with acquisition cost >$5000.00 are to have documented maintenance history records.
5. 100% of all recoverable warranty claims to be processed and recovered in a timely manner.
6. 100% of all work orders to be completed and entered into the system on a daily basis.
7. 100% of all estimates for suspected customer damage to be completed within 48 hours of identification.
   1. Customer to be invoiced immediately upon approval of Rental Manager 
8. 100% of all field service calls to be logged and tracked:
9. No more than 2 hours elapsed from time of customer call to time of mechanic on site.
10. Customer to be notified at completion of repair.
11. Operator’s manuals to be sent with 100% of required machines.
12. 100% of all applicable “rental ready” machines to have current:

1. ANSI inspection
2. Department of Transportation (DOT) inspection
3. Crane Certification
4. Manufacturer required safety modifications
5. Check-in/Check-out sheet
6. 100% of units in the yard have quality control service tags attached.
7. Shop area to be maintained to OSHA required standards at all times.
8. Mechanic overtime not to exceed 10% of regular time.
9.  At all times, no less than 80% of all units in the yard are on the ready line.
10. 100% of management requests, special assignments or projects to be completed within the specified time.
11. Other responsibilities:

Administrative:

• Sets priorities within the shop for all mechanics, and equipment repair to maximize fleet utilization and employee productivity. 
• Orders and receives spare parts, maintaining adequate inventory levels.  
• Allocates parts expense and shop labor to machines through a work order system. 
• Trains mechanics directly, and routinely schedules manufacturers technical training for individual team member skill enhancement. 
• Sets up and maintains a supply of “shop tools” for all service personnel use.
• Strong administrative and relationship skills to keep all repair tasks flowing in a timely manner while documenting parts and labor costs.
• Identify other service shops for potential “outsourcing” repair of rental equipment. 

Customer Relations:

• Handles customer service calls for equipment failures, taking appropriate and prompt action. 
• Consults with the Rental Manager, deciding whether to repair or exchange rental equipment on the job-site. 
• Involved in some customer training concerning daily maintenance and safe operation of equipment.
• Notify the customer’s outside sales rep. before billing for damages. 

Technical:

• Establish maintenance and repair standards for each piece of rental equipment. 
• Has specific brand training on fleet equipment.
• Must be able to teach other mechanics how to maintain and repair equipment.

Position Profile:

• Dominate Skills Required

Candidates must have great people skills, enthusiastic personality, a proven communicator, and ability to teach mechanical techniques.  Secondly, sound organizational skills with the ability to coordinate programs and logistics associated with the programs.  Mechanical aptitude is required in this position.  

• Technical Requirements
• A working knowledge of the industry.
• Factory training from Linde and Kion