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Regional Service Manager

2 months ago

Little Rock, United States Lineage Full time $65,000 - $75,000
Job DescriptionJob Description

OUR CULTURE

We move to the beat of a different drum. Our core values aren’t just words on a piece of paper but something we strive to live out every day. We make a difference in the lives of our employees, their families, and our communities. We accomplish this by using our time, talents and resources. Each of our locations support local charities and we offer the opportunity to participate in international mission trips.

We are committed to our culture. We rally behind our core values and we deliver a positive experience to our customers. We celebrate our employee’s success and encourage our team members to bring their insights and recommendations to the table. Are you ready to discover your true potential? Are you ready to join the Lineage family?

POSITION SUMMARY:

 As Service Manager you will oversee all aspects related to managing the Field Service Technicians. This includes training, developing and scheduling, as well as managing their overall performance. The ideal candidate will have service management experience in an environment where intelligence, people skills, customer service skills and cost consciousness are critical.

 

RESPONSIBILITIES:

  •  Recruit, hire, manage, and train service staff according to all company policies and procedures.
  • Assist as required in the preparation of revenue and expense budget for the service department.
  •  Train all service staff members in paperwork administration, equipment repair, operational training, etc., as it relates to both field training and in house training.
  • Achieve all budgeted service revenue goals.
  • Exercise control and timelines over all service-related expenses, payroll and travel costs.
  •  Maintain all required parts in stock, protect all parts from damage, store all parts properly, maintain parts records and keep the parts inventory updated at all times.
  •  Attend factory technical trainings on our core equipment to gain working knowledge on repair procedures.
  • Provide technical assistance in the repair of products as required.
  • Handle all service and customer complaints in a professional manner.
  • Conduct weekly service staff meetings with technicians to effectively manage and motivate.
  • Provide prompt, high quality service in less than four-hours to all customers in 40-mile range of office.
  • Direct setups and installation through the Dispatcher.
  • Assist, or facilitate assistance, with Sales Professionals for demos, including setup, testing, and technical support during demo.
  • Keep all equipment in demo room fully functional and in good repair.
  • Sort service call for dispatching as needed to maintain quality service and response time.
  • Keep service department, and stock room clean and organized at all times.
  • Supervise all field technicians to see that they perform to all company policies such as controlling expenses, work hours, response time, quality of service, etc.
  • See that all technicians are dispatched to first calls every morning at 8:00AM and see that they are there. Make sure Dispatcher directs them to where and what their responsibilities for the next day will be. Work with Office Manager on activity and goals for techs.
  • Per our dealer contract, adhere to all postal regulations and requirements on our facility management.
  • Keep inventory records, equipment up to date and manage all inventories to prevent loss or damage.
  • Oversee reconditioning of equipment once sold and needs to be delivered.
  • Run service calls for emergencies or fill in during vacation time on an as needed basis.
  • Follow established policies on verifying maintenance billing and adjust as needed based on number of service calls, age and condition of equipment.
  • Follow established policies on the cancellation of service contracts. Reach out to customers to remind them of value of service contracts before they authorize cancellation.
  • Visit high activity accounts to ensure customer satisfaction and help make recommendations on reducing service activity
  • Ride with techs at least once per quarter to ensure they are conducting themselves appropriately.
  • Compile and audit Technician’s dispatch log weekly.
  • Work with other Service Mangers on older machines, supplies, and parts to manage inventory for office and the company.
  • Complete training matrix and provide to VP of Service with information on future training needs.
  • Complete employee reviews per policy in a timely manner.
  • Live out Lineage core values of Integrity, Growth, Family Culture, Pursuit of Excellence, and Compassion is all aspects of the job.
  • And other duties as assigned.

 QUALIFICATIONS:

  • Bachelor’s degree preferred.
  • 3+ years of service management experience preferred.
  • Documented records of achievement in leading and growing a service team.
  • Proficient in MS Office.
  • E-automate experience a plus.
  • Excellent verbal and written communication skills.
  • Organizational and coordinating skills.
  • Ability analyze issues and solve problems
  • Collaboration and teamwork skills.
  • Business acumen and strategic thinking
  • Exceptional work ethic with proactive approach and accountability.

 SUPERVISORY RESPONSIBILITY:

This position has supervisory responsibilities

WORKING CONDITIONS AND PHYSICAL EFFORT:

  • This position is in a professional office environment.
  • This is largely a sedentary position. 
  • This position would require some lifting (up to 75lbs). 
  • Filing, bending, standing, reaching with hands/arms, etc. as necessary.
  • While performing the duties of this position, the employee is required to speak and hear. 

TRAVEL:

 This position requires travel to vendor trainings as needed as well as local travel to customers and during Technician ride-alongs.

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Lineage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.