What are the responsibilities and job description for the Product Support Manager position at SONSRAY?
Job Title: Product Support Manager
Location: Five Points, CA
Job Type: Full-Time
Salary Range: $70k- $80k DOE
About Sonsray:
Sonsray moves mountains for the construction, transportation, and agriculture industries. We are the West Coast's largest Thermo King & CASE dealership, offering sales, parts, service, rental, and leasing. We are committed to fostering a supportive and dynamic work environment.
Why work here?
At Sonsray, we value all employees, their contributions, and most importantly, their ideas! We know that the key to moving mountains is teamwork. This is what we offer our team members:
- Medical coverage (PPO HSA options)
- Dental, Vision, and Life insurance provided at no cost
- 401K with competitive employer contributions
- 80 hours of annual vacation, increasing with years of service
- Uniforms provided annually
- Annual boot voucher of $125.00
- One full paid day off annually for community volunteer work
- Birthday meal provided by Sonsray
- Privately owned and operated, with decisions made based on core values rather than corporate directives
- Annual Holiday Party, including covered airfare and hotel for employees and a guest
- Emphasis on company growth and employee development
- Open-door policy, fostering a collaborative environment with active owner and management involvement
Position Summary:
The Product Support Manager will be responsible for managing the day-to-day Service and Parts operations for the dealership to maximize return on investment. This will involve optimizing service and parts department processes to ensure internal and external customer satisfaction, growing profitable parts and labor sales, exercising disciplined expense control, attracting and retaining outstanding talent, and effectively engaging department personnel.
Responsibilities:
Financial Management & Budgeting
- Develop and manage annual parts and service budgets to achieve realistic and measurable profit goals aligned with dealership financial and operational objectives.
- Execute daily objectives to meet or exceed annual parts and service department goals and budget, in alignment with organizational financial and operational objectives.Monitor monthly metrics to assure achievement of departmental goals.
- Monitor warranty expense and recovery rates to meet company objectives.
Talent & Training
- Coordinate talent acquisition efforts, leveraging technical school programs, corporate recruiters, and other resources.
- Develop and retain key talent through individual development plans.
- Coordinate the dealership training program and service-related customer clinics.
- Schedule and assign jobs and work areas to employees based on their skills and knowledge.
Service Operations
- Develop, maintain, and adhere to a prioritized system for scheduling all service work, including both external customer requests and internal needs.
- Ensure all manufacturer warranty and Product Improvement Program (PIP) claims are completed and filed accurately and within required timeframes to maximize credit.
- Maintain all necessary management reports to the audit department and individual employee performance.
Parts Management
- Ensure proper parts stocking levels to maximize customer satisfaction and optimize company resource utilization, collaborating with other stores for efficient parts ordering.
- Develop and execute the Parts Department marketing plan, monitoring monthly to ensure achievement of departmental goals.
- Manage department processes, including the accuracy of parts counter tickets and tracking lost sales.
- Conduct perpetual/annual physical inventory of all parts and related inventories.
Safety & Facilities
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Oversee facility inspections, safety meetings, and coordinate annual safety inspections.
Qualifications:
- 3-5 years of experience, in Service and Parts.
- Proven leadership experience in Parts & Service operations, preferably in agriculture, construction, or heavy equipment industries
- Strong understanding of warranty processes, service scheduling, and inventory control
- Excellent customer service and relationship-building skills
- Strong analytical skills with ability to track and act on KPIs
- Experience with recruiting, training, and performance management
- Comfortable with cold calling and making on-site visits
- Valid drivers license and willingness to travel regularly
- Ability to maintain professionalism and safety compliance at all times
https://sonsray.com/about/sonsray-video-gallery/
Questions? Contact us at Recruiting@Sonsray.com or 323.319.1900 Ext 1830
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Salary : $70,000 - $80,000
