Service Manager

Effective October 1, 2023

Service Manager (SM)

Primary Responsibility Summary

The Service Manager role encompasses various responsibilities, such as greeting and assisting customers, documenting equipment issues, and ensuring timely issue resolution. Effective communication is crucial, involving explaining service details, gathering feedback, and maintaining clear communication channels. Scheduling duties include managing appointments and efficiently allocating tasks.

Collaboration with the parts department is essential to ensure necessary components are available, and rigorous inventory management is maintained. Thorough documentation practices, including record-keeping and invoicing, contribute to overall efficiency. Additionally, the Service Manager undertakes various tasks assigned by the Operations Manager to enhance departmental efficiency.

Lastly, the Service Manager holds leadership, management, and accountability responsibilities for the Service Technicians.

Reporting Structure

• Reports to: Operations Manager or ROM

• Subordinates: Service Technicians

Travel Requirements

• May require travel for training or meetings, limited to less than 10% annually. Initial training for onboarding purposes may differ.

FLSA Classification

• Exempt

Metrics Accountable

• Days to Close

• Dollars per Tech

• Service Department Income

• 5S Service Department

• Overtime worked vs. Billed

• 90% Performance Reviews Completed on Time

Roles and Responsibilities

Upholds Southeastern Equipment’s Values, Vision, and Culture.

Passion

We create relationships, not just transactions.

Niche

Through high levels of customer experience we provide solutions and expertise to help customers build the future.

Core Values

Passionate - We have a steadfast determination.

• Helpful - We are reliable.

• Hustle - We have grit and do more than what is required.

• Human - We treat everyone with empathy and dignity.

• Customer First - We make sure our customers are cared for first.

Core Job Functions

Lead, Manage, and Accountability (LMA)

• Enforces and follows all policies and procedures.

• Fosters interdepartmental and interbranch communications.

• Leading effective routine meetings per company guidelines.

• Ensuring that all associates obtain and complete the required training.

• Establishes safety programs within the facility.

• Managing employee time and HR needs.

• Follow EOS model where applicable.

Customer Service

• Greet and assist customers when they contact the dealership service department.

• Listen to customers' concerns, document equipment issues, and gather relevant information.

• Strive to exceed customer expectations by delivering exceptional service and resolving issues promptly.

Communication

• Provide detailed explanations of service options, costs, and timelines to customers.

• Gather feedback from customers to assess satisfaction and identify areas for improvement.

• Address any customer concerns or complaints promptly and professionally.

• Maintain open and clear communication channels between customers, technicians, and management.

• Provide regular updates to customers on the status of their equipment repairs.

Scheduling

• Schedule service appointments and allocate work to service technicians based on their skills and availability.

• Ensure efficient use of technician resources and minimize equipment downtime.

• Coordinate with customers to establish repair timelines and provide updates on progress

Documentation

• Maintain accurate and up-to-date service records for each piece of equipment.

• Create work orders, documenting all service activities.

• Prepare invoices, estimates, and quotes for customers, including parts and labor costs.

• Ensure 3C and Machine Standards are being followed by Techs

Parts and Inventory Management

• Collaborate with parts department to ensure required components are available for scheduled service jobs.

• Monitor parts used for service jobs and that they are charged to the customer or returned to the parts department.

• Track shop supply usage and update records accordingly.

• Reorder shop supplies as necessary.

Service Duties as assigned by Operations Manager

• Perform various tasks and projects as directed by the Operations Manager to support the efficient operation of the Service Department

Educational and Experience Requirements

• High school diploma or equivalent; additional education or technical training is a plus.

• Previous experience in a similar role within the construction equipment industry is highly desirable.

• Strong knowledge of construction equipment parts and components.

• Excellent customer service and communication skills.

• Proficiency in using computerized inventory management systems.

• Detail-oriented with strong organizational skills.

• Ability to lift heavy objects and perform physical tasks as needed.

• Valid driver's license.

• Willing to be forklift certified

Physical Requirements and Working Conditions

The physical demands 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 stand and walk through the shop. The employee is occasionally required to walk, climb or balance; stoop, kneel, crouch; and speak and hear. The employee must regularly lift and/or move up to 10 pounds, infrequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Southeastern Equipment is unable to offer sponsorship now or in the future. All candidates must be legally authorized to work in the United States without the need for sponsorship.

Do you have a great work history but are hesitant to apply because your previous experience doesn’t specifically align? We encourage you to apply Southeastern Equipment values established skill sets, tenure, and culture fit over industry experience. We recognize that individuals with diverse experiences and backgrounds are essential to our success. You may be the perfect candidate for this role or others within our organization.

Please keep in mind that the posted pay range represents the range for all positions in the job grade within which this position falls. The actual hourly/salary offer will take into account a wide range of factors, including location, certifications, and skill development and potential bonuses.

Southeastern Equipment offers full time employees: competitive salary, full benefits (Medical, Dental, Vision, Critical Illness, Life Insurance,401K, Wellness), and PTO, Company apparel and uniforms provided, boot allowance. EOE.

Southeastern Equipment is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.