Overview

Why Work At Multiquip?

Multiquip Inc has been in business for almost 50 years, with our parent company ITOCHU International Inc. who is part of the Fortune Global 500 companies. We are one of the largest, diversified manufacturers and suppliers of excellent quality products. Multiquip’s comprehensive product portfolio includes light to medium construction equipment, power generators, and lighting.

Join our team as a Service Manager!

The Service Manager is responsible for all ServicePlus™ Service Center activities and personnel to include service writers, technicians, and coordinators in assigned area of responsibility. The ideal candidate will have a strong equipment repair background with a focus on customer satisfaction and have experience in managing employees. The Service Manager will work closely with the MQ Employees reporting to, as well as other MQ departments, to ensure timely and accurate service is provided. The position is full time and requires to be at assigned location Monday – Friday during employee business hours.

Responsibilities

Essential Duties and Responsibilities:

• Responsible for managing the daily service operations in the assigned Service Plus Service Center. Including scheduling and assigning technician duties hourly/daily. The Service Manager will work closely with the service team and customers to schedule shop repairs, field service calls, ensure that technicians are dispatched in a timely manner, and oversee the completion of service work performed.
• Ensures customers receive timely and effective service. This includes managing customer complaints and resolving issues to the satisfaction of the customer.
• Responsible for evaluating assigned employee performance, hiring, and training needs. Approves and manages employee expense reports, work hours and time cards.
• Responsible for assigning work to the correct technicians based on skill levels, tooling and location to jobs with the goal of maintaining efficiency levels.
• Monitors the Service Center location(s), both internal and external (field) employee’s activity. Insures productivity using Field Aware and Geotag tools to track job time and progress.
• Responsible for developing and maintaining service policies and procedures that ensure the highest levels of service is being/has been provided to customers.
• Assist in developing and maintaining all shop safety practices and record safety training for Multiquip’s EH&S Dept.
• Overviews inventory of parts and equipment within the assigned location(s) as necessary for service and maintenance work. Responsible for maintaining accurate records of inventory levels and orders.
• Work closely with other departments within Multiquip to ensure that service work is coordinated with other company operations.
• Responsible for timely reporting product/parts service issues, safety violations, shop activity through CRM programs, MI Reports system and other internals systems.
• Responsible for developing and maintaining the Service Centers customer base.
• Responsible in providing warranty coverage evaluation under the MQ warranty policy.

Qualifications

Education and/or Work Experience Requirements:

• Associates Degree (A. A.) from a two-year college; or five or more year’s related experience and/or training; or equivalent combination of education and experience in power generation or construction equipment repair.
• Ability to read, analyzes, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Due to the nature of our industry and this position writing, reading and speaking English is mandatory. (Spanish speaking is a plus but not required).
• Strong interpersonal skills to interact professionally with customers, vendors, and staff.
• Excellent communication, customer service, telephone, and problem-solving skills.
• Pleasant and positive attitude.
• Forklift operation
• Ability to work independently and multi-task.
• Ability to interpret and understand a variety of mechanical/electrical diagrams and functionality.

Technical Skills:

• Ability to read and comprehend moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications. Solid mechanical systems knowledge of diesel engines/engine failures and electrical and hydraulic systems.
• Ability to solve practical problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Managing Skills:

• Ability to manage a team of service and support employees and develop effective policies and procedures.
• Strong leader and communicator with good interpersonal skills.
• Highly organized, disciplined and is excellent on time management.

Computer Skills:

• A good knowledge of Microsoft Office applications such as Word, Outlook, Excel and PowerPoint to generate reports and communicate is required.
• Ability to use web-based business application for reporting, work orders, warranty, etc. Experience with HubSpot or a comparable CRM system.

Certificates, Licenses, Registrations

• Must hold a valid drivers’ license and Passport.
• Must be able to operate shop and warehouse forklifts.

Travel Requirements

• Ability to travel when needed within the United States and Canada.

Physical Requirements:

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

Compensation and Benefits

• Base pay starting at $100,000.00/year
• Start at 4 weeks of Paid Time Off (PTO) per year
• 11 Paid Holidays
• Volunteer Time Off 
• Affordable Medical Plans; HMO & PPO plan options
• Vision & Dental plans (including orthodontic coverage)
• Company paid Life, AD&D, and long-term disability Insurance
• 401(k) plan including discretionary Company Match
• Tuition Reimbursement up to $5,250 a year
• MetLife Hyatt Legal plans
• Employee Assistance Program

Multiquip provides competitive pay and benefits and supports our employees through our values of safety, integrity and respect.

Employment is subject to pre-employment physical, drug-screening and background investigation. E-Verify (www.dhs.gov/E-Verify) is used to verify a candidates’ legal right to work in the U.S.

Multiquip Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will received consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class.

The information available below link is provided in good faith to comply with the Machine-Readable Files (MRF) provision of the Transparency in Coverage Final Rule (TCFR). These files are extensive collections of data to be ingested and read by machines and are not intended for member use. 

Access files: https://web.healthsparq.com/healthsparq/public/#/one/insurerCode=BSCA_I&brandCode=BSCA/machine-readable-transparency-in-coverage

To learn more about the TCFR and the MRF provision, refer to this Centers for Medicare & Medicaid Services page.

Data Privacy and Collection Notice (multiquip.com)