Service Manager

Service Manager

Title: Service Manager                                                 Job Type:  Salary  Exempt

Department: Service                                                             Location: Phoenix, AZ

Supervisor: Branch Manager

SUMMARY

The Service Manager is responsible for driving the overall gross profit and profitability of the service department while building a sustainable customer centric organization.  This will include the effective development and management of people, processes, and systems within the service department.

Responsibilities: 

The following responsibilities are a general guideline and not intended to be an exhaustive list of the full scope of responsibilities.   Duties and responsibilities are subject to change based on business needs and at managements discretion.

• Ensures the satisfactory completion of the day to day operations of the service department to include:
  • Efficient and timely dispatching of technicians.
  • Accurate and timely quotes for services.
  • Improved processing of customer and internal billing hours.
  • Minimizing rework by improving quality of tech services in the field and shop.
  • Process & Complete Work Orders within the dealership’s operating system, ensuring labor and parts are accurately captured on the work order.
  • Complete Warranty Work Orders as required by JCB North America
• Builds positive customer relations for the company by ensuring a high level of customer service is provided to internal and external customers throughout the department to include:
  • Acts as the Primary Point of Contact for customers and JCB North America representatives regarding machine progress, technical concerns, and any service related information through email, text or phone conversations
  • Meets weekly with the Branch Manager to track machine status and weekly/monthly service department objectives.
  • Quick resolutions and responses to questions, concerns, and request for updates.
  • Consistency in adhering to the company processes and timelines.
  • Developing and improving the overall workflow of all services such as warranty processing, quotes, billing, and managing the service department workflow from Work Order Open through Complete.
• Satisfactorily resolving and addressing escalated customer issues or concerns then providing leadership and training to resolve the “root cause” on a long term basis.
• Learns & Understands Dealer Service Excellence metrics and implements process & procedure steps to ensure achievement of DSE goals, to include but not limited to:
  • Training requirements
  • Warranty Achievement
  • Machine Health Check
  • Multi Point Inspection
  • Pre delivery Inspection
  • Business Management Systems
• Drive individual performance within the department by developing measurable goals, defined processes, and accountability through coaching and ongoing performance management.
• Engage in actual repairs as needed and requested.
• Staffs accordingly to meet service needs.
• Fosters a positive “team oriented” environment.
• Creates improved interdepartmental communication and processes with the sales department personnel to support sales growth.
• Responsible for meeting monthly, quarterly, and annual service objectives/metrics
• P & L Accountability to include controlling expenses, loss time, identifying areas of improvement and maximizing profitability to forecast/budget.  
• Creates and maintains reports on service metrics as requested.
• Strives for constant improvement and development of service department by researching and developing new techniques and procedures to increase overall efficiency of service department operation.
• Communicate, comply and impose employee compliance with all company policies and procedures including safety, accident reporting, and employee handbook guidelines.

Education/Additional Requirements: 

The ideal candidate will have a demonstrated passion for customer service, strong organizational skills, and a desire for continued growth.  Must be dependable and reliable in addition to:

• 5  to 7 years of management and/or leadership experience within the industry.
• High School Diploma or G.E.D required; bachelor’s degree highly desired.
• Ability to multi task effectively.
• Strong attention to detail and ability to problem solve.
• Ability to meet processing deadlines and prioritize work.
• Strong organizational skills and the ability to be resourceful.
• Proficient with Outlook, MS Word and Excel and the ability to learn internal systems.
• Excellent communication skills (written and oral).
• Ability to work in a fast paced environment.
• Excellent customer service skills.

We value our Associates and offer competitive wages with great benefits such as:

• Medical, dental and vision insurance
• Short and long term disability coverage (employer sponsored)
• Basic Life insurance (employer sponsored)
• Voluntary Life insurance
• Flexible spending accounts
• 401k with a company match of 50% of your contribution (up to 6% of your current salary)
• Career development opportunities
• And much, much more!