Service Manager

Job Description

Job Description

Salary: $40,000-$50,000

SERVICE MANAGER

Reports to the General Manager/AGM

The Service Managers role is comprised of 3 main functions: Leading Our Team, Serving Our Customer and Managing Financial Results . Each of these functions require different skills and time spent in each area, but are equally important parts of being on the Bortnick Team.

Leading Our Team:

• Sets the standard for keeping the shop area clean, orderly and safe.
• Communicates the priority of Service Technicians safety and maintains a safe working environment in the shop area.
• Maintains all service tools and service vehicles in good condition.
• Plans for optimal utilization of each technicians available time.
• Supervises and adjusts work load of Service Technicians using efficiency and production reports.
• Schedules and coordinates service teams individual training, development and Forklift Certification.
• Leads, trains, coaches and develops Team Members to optimize performance.
• Assists General Manager/AGM as needed to develop service advertising and promotion programs.
• Promotes respectful, cohesive working relationships with all departments to maintain and grow the Parts, Sales and Service Departments.
• Performs related or other tasks, as assigned.

Serving Our Customer:

• Writes work orders, estimates repair time necessary.
• Handles all customer inquiries regarding service appointments and equipment status.
• Reviews repair orders to ensure completion and accuracy.
• Advises customers of necessary repair service including estimates of cost. Makes recommendations to customers for preventative maintenance.
• Oversees control of each shop job and the proper charge for labor and materials to the customer. Ensures the completion of pre-delivery service and/or used goods reconditioning.
• Follows repair completion progress to ensure assigned work is completed within repair times estimates.
• Obtains customer approval prior to rescheduling any additional repairs deemed necessary.
• Works with customer concerns pertaining to service and repair work ensuring a Win/Win result for all parties.

Managing Financial Results:

• Schedules service work according to priority and maintains an orderly flow of work.
• Accounts for time on repair orders and manages overall paperwork processes.
• Maintains all Service Department filing and online records.
• Works in conjunction with the Enterprise Warranty Coordinator to process all warranty claims within 7 days and partners with manufactures to expedite completion of all warranty claims.
• Responsible for prompt reconditioning of trade-in equipment.
• Orders and maintains adequate supplies and parts for Service Department inventory. Issues purchase orders as needed.
• Assists service team in troubleshooting repair issues as needed.
• Partners with the Parts Manager to establish a basic parts list for certain overhaul jobs.
• Inspects all work completed by the Service Department prior to scheduling delivery.
• Coordinates and schedules equipment for pickup and delivery using guidance from the General Manager/AGM for optimum efficiency.
• Meets or exceeds performance goals set by the General Manager/AGM.