Job Title: Service Manager
Job Summary: The Service Manager - Equipment Repair is responsible for managing the service department focused on the repair and maintenance of equipment. This role requires a hands-on leader with extensive technical knowledge, excellent customer service skills, and the ability to manage a team of technicians. The ideal candidate will ensure efficient and effective repair processes, maintain high customer satisfaction, and drive service sales.
Key Responsibilities:
1. Team Management:
o Recruit, train, and supervise a team of equipment repair technicians.
o Set performance standards, monitor progress, and conduct regular performance evaluations.
o Foster a positive work environment and promote teamwork within the service department.
2. Customer Service:
o Ensure the delivery of exceptional customer service throughout the repair process.
o Handle escalated customer complaints and issues promptly and effectively.
o Monitor customer feedback and implement improvements to enhance service quality.
3. Repair Operations:
o Oversee the daily operations of the equipment repair service department.
o Develop and implement efficient repair processes and procedures to maximize productivity.
o Ensure compliance with company policies, safety standards, and industry regulations.
4. Technical Expertise:
o Provide technical guidance and support to the repair team.
o Stay updated with industry trends, technological advancements, and best practices in equipment repair.
o Ensure all repair equipment and tools are properly maintained and operational.
5. Inventory and Parts Management:
o Manage inventory of spare parts and supplies needed for equipment repairs.
o Establish relationships with suppliers and negotiate contracts for parts procurement.
o Monitor inventory levels and ensure timely ordering to avoid repair delays.
6. Financial Management:
o Prepare and manage the service department budget with a focus on cost control and profitability.
o Monitor financial performance and implement strategies to achieve financial targets.
o Generate reports on repair service sales, costs, and profitability.
7. Sales and Marketing:
o Develop and execute strategies to promote repair services and increase sales.
o Identify opportunities to expand service offerings and reach new customers.
o Build and maintain relationships with key clients and stakeholders.
8. Health and Safety:
o Ensure a safe working environment for all employees in the service department.
o Implement health and safety policies and procedures specific to equipment repair.
o Conduct regular safety audits, training sessions, and ensure compliance with safety standards.
Qualifications:
Minimum of 5 years of experience in a service management role with a focus on equipment repair.
Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook)
Willing to learn (methods, techniques, software, etc.)
Knowledge in Parts Inventory Control
Knowledge in Mitchel automotive software
Automotive Certification
Proven leadership and team management skills.
Strong technical knowledge of equipment repair and maintenance.
Excellent customer service and communication skills.
Proficiency in using service management software and tools.
Strong organizational and problem-solving abilities.
Ability to work under pressure and meet tight deadlines.
Preferred Qualifications:
Experience in the automotive repair
Experience in the construction/flooring industry
Technical certifications related to equipment repair and maintenance.
Knowledge of diagnostics software, automotive software like Mitch
Working Conditions/Compensation:
80K – 100K as starting with Bonus Incentives
Full-time position.
Occasional travel may be required.
May require evening or weekend work to meet business needs