Service Manager - DSS North

Essential Functions

• Own and set the direction for all service operations and related administration activity with overall responsibility for performance and safety.
• Support the strategic direction of the service organization and the division.
• Day-to-day deployment of manpower for field, shop and administration projects and activity.
• Involved in safety, project documentation, resource planning, capital equipment suggestions and customer interface with ongoing projects.
• Manage and lead DSS field and service shop business in areas of welding, machining and mechanical repair.
• Monthly and weekly review of actual vs. budgeted KPI’s (financial and process related) with the team and set appropriate goals. Measure service performance.
• Assist with preparation of the annual budget.
• Review budget and project results with field and shop supervisors. Set goals to control expenditures.
• Oversee and support the daily functions to process service work orders and administer warranty claims.
• Manage service administration activity related to work order processes including time entry, scanning, WIP tracking, warranty claims, etc.
• Maintain inter-company communications between stores and departments.
• Coordinate manpower, safety, risk mitigation and quality as well as meeting customer requirements.
• Coordinate, problem solve and assist in the work direction with other departments.
• Interact with project management to source required technicians and technical information.
• Perform Annual Performance Evaluations for assigned employees as well as counsel/coach and discipline as necessary.
• Interview and recommend applicants for hire based on skills set and team fit.
• Plan and coordinate training to develop the capability of service technicians through continued education, employee involvement, increased responsibility and ergonomics.
• Train new leads for supervisor roles and set goals to assist the team in meeting quality goals/standards.

Additional Functions

• Position will adhere to established standards, policies and practices relating to quality, work execution, safety, and MSHA/OSHA regulations while performing assigned duties.
• Participate in the Continuous Improvement process, making sure new ideas are generated, worked and implemented, and any roadblocks are eliminated.
• Participate in root cause analysis and resolution on all forms of loss, i.e., safety, quality, production.
• Perform periodic audits for safety behavior, quality, standard work and productivity of field team members.
• Respond to safety and customer issues on demand.
• Travel to customer’s locations.
• Perform other duties as assigned.

Qualifications/Knowledge/Skill/Ability

• High School graduate or equivalent.
• Driver’s license in good standing.
• In-depth knowledge of removal and repair of components of heavy industrial and large mining equipment.
• Skills in project management, strategic planning, business planning and customer relations.
• Good working knowledge of labor rules and regulations.
• Able to read, write and understand English.
• Knowledge of computer hardware and software systems.
• Excellent human relations and communications skills.

Preferred:

• Minimum of five (5) years’ experience with heavy industrial equipment, shovels and draglines.

Physical/Environmental Requirements

Prolonged walking, sitting and standing

• Use of hands for grasping, pushing, pulling and fine manipulation
• Use of all necessary personal protective equipment
• Walk on unlevel ground with many slip, trip and fall hazards.
• Adverse weather conditions, i.e., mud, water, temperatures, etc.
• View computer screens for extended periods