Territory Service Trainer

Job Summary:

The primary responsibility of the Territory Service Trainer (TST) is to ensure that exceptional service is completed on all company equipment every time through the management, direction, training and evaluation of Mersino’s Branch and Corporate Service Teams, assuring quality and timeliness of work and minimizing the cost of parts and labor. The TST shall strive to support the company goals of maintaining a satisfactory green tag/red tag ratio in each branch, minimizing hard down lag times, promoting fleet quality of service to minimize field failures, and promoting the overall fleet quality of appearance. The TST shall also act as a liaison between Branch Service Managers / Service personnel and the company’s Executive Management Team in order to communicate regarding decisions, policies, and all matter that affect the performance and success of the company’s service teams.

Typical Duties and Responsibilities:

• Establish Service policies and procedures, ensuring proper training and compliance to assure consistent service department performance at all locations
• Develop and implement standardized expectations for Service Departments, including cleanliness, organization, equipment maintenance, tools, ergonomics, Lean and 6S
• Guide the Branch Service Departments in implementing and maintaining an inventory of parts, tools, and supplies to meet daily service requirements
• Develop and implement company standards for maintenance of equipment and vehicles, as well as quality control processes for repairs completed on all vehicles and equipment
• Develop an audit to evaluate the amount of time employees spend maintaining equipment to identify productivity and staffing issues
• Travel to branch locations to conduct Service Department inspections to ensure that company standards are being met for department standardization, quality of repairs, adherence to policies and procedures, etc.
• Monitor Field Failures in the company’s internal system to ensure accurate reporting, and to find opportunities to train with Service Departments to minimize future field failures
• Create a process to set up and stock a new Service Department including all tools, equipment, and supplies needed to work on MERSINO equipment; travel to new branch locations to assist with the Service Department initial set-up
• Work with IT to fully automate all Service Department processes and to ensure that the appropriate service data is being captured, stored, and reported correctly
• Perform audits to ensure that each branch is maintaining records of equipment purchases, repair work, and equipment maintenance through the appropriate tracking systems
• Create a Service Department staffing template to identify which positions are needed and how many people in each position based on business flowing through each branch
• Evaluate Service staffing at each branch on an ongoing basis to ensure appropriate staffing levels
• Partner with Marketing and HR to create an effective recruitment and on-boarding plan for all Service positions
• Establish a Service Employee testing and evaluation process to identify levels of knowledge and to give guidance on how employees should be working to advance their skills
• Develop an annual recurring training schedule to ensure all mechanics are rotated through training with the Corporate Service group on an annual basis
• Prepare and deliver corrective actions as necessary on a timely basis and in accordance with company policy
• Ensure all required OSHA certifications and required safety training courses have been completed and are maintained within each branch location
• Maintain and enforce company safety standards for all Service personnel, and enforce environmental systems and procedures applicable to daily work activities of all Service personnel

Qualifications:

• 7-10 years of project management and supervisory experience in a service/repair setting
• Bachelor’s Degree in Diesel and Truck Service Management or related field preferred
• Appropriate equipment repair certifications
• Planning and organizational skills in handling multiple projects
• Ability to read schematics, blueprints and/or technical manuals
• Skills in workflow analysis and management

Specific Expectations:

• Ability to travel up to 50%
• A professional demeanor
• Ability to work effectively with others
• Ability to multi-task in a changing environment
• Ability to work a flexible schedule to meet job requirements
• Excellent written and verbal communication skills
• Strong time management and organizational skills
• Requires intermittent periods during which continuous physical exertion is required such as walking, standing, stooping, climbing, lifting materials or equipment, some of which may be heavy or awkward

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.