Assistant Service Manager Opportunity in Mobile, AL

Job Description:

The individual in this position should be personable, a problem solver, a leader of people, ethical, intelligent and able to adapt to all of the forces around them – customers, suppliers, department managers, co-workers, and manufacturers personnel. The individual should have strong organizational skills, good communication skills, excellent customer relations skills, and good computer / systems knowledge. Additional requisites are good working knowledge of equipment operations and mechanical functions; solid shop floor management knowledge; good understanding of financial reporting principles; a solid understanding of pricing principles and discounting effects; ability to give leadership in specialized repairs; supervisory and management training.

• Reports to VP-Product Support for all job responsibilities.
• Interprets and implements Service Department policies and procedures as specified by the VP-Product Support.
• Makes recommendations to the VP-Product Support in reference to the procedures, as they relate to the operations of the Service Department.
• Makes recommendations as it relates to growing and improving the Service Marketing effort.
• Review financial reports on a monthly basis – working with the VP-Product Support to insure that all goals and objectives are clear and understood and that a continuous effective plan is in place to control cost and to increase profitability.
• Insure that sufficient work is processed to maintain a high level of retail work and that proper measures are taken to achieve goals set.
• Take customer calls for field and shop work; accept jobs brought in for repair to the shop, and dispatch all Field Servicemen – as needed.
• Provide the direction and leadership required to achieve professional technical services at profitability and quality standards.
• Supervises the quality of work performed and sees that standards of performances are maintained.
• Conducts discussions with customer, supports the integrity and reputation of the company as applied to equipment and Service Department responsibilities.
• Knows at all times the status of current jobs and keeps the Sales Department and management informed of progress.
• Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage co-worker participation and personal growth.
• Assist the GM-Product Support in determining service repair methodologies and job flows to maximize the effectiveness, the efficiency and the quality of the repairs.
• Monitor performance standards and measurements (reviews with Product Support Manager on a monthly basis).
• Develop and maintain all service efficiency and management reports and reporting methods.
• Observe service personnel in repair circumstances and provide the coaching necessary to develop diagnostic, safety, clean, efficiency and effective high quality work.
• Supervise all direct reports and provide individuals the guidance required for them to reach both their corporate and personal goals.
• Sees that shop tickets and work-orders are properly handled, that proper entries are made concerning time and overtime, and that parts and equipment used are accounted for correctly.
• Insures that sublet repairs are properly scheduled, completed and that the cost and payment associated with such work are in order.
• Insures that necessary shop tools and equipment are available and maintained in good order. That new machines and machines going out on demo are clean and in ‘ready-to-go’ condition. That follow-up service is conducted as required and in line with factory warranty.
• Assist safety director in seeing that we comply to all safety guidelines set forth by OSHA: • See that co-workers are informed about safety rules and have proper safety equipment. • See that company's safety rules are enforced and keep a safe working area. This is to include keeping all equipment in a safe usable condition. • Document all accidents and see that injured party gets proper care at prescribed clinic or hospital.
• Continually monitor the progress of the department and individuals in the service department as it relates toward quality and profit goals.
• Identify deviations from the plan and recommend and/or take corrective action – informing local Product Support Manager and/or VP-Product Support as deemed necessary.
• Advise and assist VP-Product Support concerning necessary goodwill and follow-up calls on customer or Sales Department units on which we have performed complete reconditioning or major repair.
• Handles all customer complaints in a friendly and pleasing manner and reports any condition to VP-Product Support, other department heads, or senior management, as the case might deem necessary. Negotiate settlements within reasonable limits.
• Hires Service Department personnel – with review and approval from VP-Product Support.
• Assigns and supervises the work of all Service Department co-workers in the branch, and decides each person in the department job duties.
• Maintains a neat and orderly office and shop area – a regular ‘housekeeping program’ should be in place to insure a clean and very well organized service department.
• Works closely with the Sales and Parts Departments giving special attention to customer satisfaction.
• Evaluates the performance of Service Department personnel versus job descriptions, and makes recommendations to the VP-Product Support in regards to salaries and compensation plans.
• Maintains proper records, submits required reports, checks customer credit, and other administrative details as required by management.
• Insures that service literature, manuals, reference materials, technical bulletins, etc., is properly maintained and kept up-to-date.
• Oversee the repair of all Service Department trucks and equipment.
• Coordinate the painting of equipment with paint contractor, and other repairs as authorized by the Sales Department.
• Assist on demos, as needed, for Sales Department.
• Furnish all necessary information and cooperate with Warranty Manager in regard to service reports, product reports and related documents required by each manufacturer the company represents.
• Coordinate with Warranty Manager and/or Rental Manager the inspection of new equipment, as needed.
• Prepare and/or assist in preparation of repair estimates for customers or preparation of appraisals for Sales Department on possible trade-in units.
• Review work-in-process or exception report for all jobs not billed; see that jobs are closed from shop office each day. Follow-up to be sure jobs are returned to the service office for final closing.
• Audit customer and internal billings for accuracy and fairness
• In absence of Shop Foreman, supervise as required to maintain acceptable workflow through the shop and in the field.
• Cooperate with factory service and training representatives to follow-up calls, operation, and maintenance programs on all new unit deliveries.
• Periodically inspect service trucks for proper maintenance and appearance.
• Make suggestions and consult VP-Product Support regarding training program input and list of subjects.
• Build favorable climate with factory representatives and attend Service Manager schools when appropriate.
• Call on customers on a timely schedule – maintain regular jobsite contacts with customers and prospective customers.
• Required to take the Parts Manager to lunch twice per month.

Qualifications

• 5 years of diesel mechanic experience preferred
• 2-5 years of Fleet or dealership leadership experience preferred
• Strong leadership, interpersonal, math, and writing skills
• Ability to prioritize work in a dynamic environment
• Strong organizational and communication skills is a must
• Management or customer service experience
• High school diploma or equivalent required

• Above average industry pay
• Company truck
• Medical, Dental & Vision Insurance
• 401K Plan Match
• Profit Sharing Plan
• Paid vacation and Holidays
• Short/Long Term Disability
• Growth opportunities
• Paid Training
• Family owned and operated
• Relocation assistance available for qualified candidates
• Uniforms provided
• Career advancement opportunities 
• Continued education, manufacturer hands on and web based training