Service Manager

3 weeks ago

Wixom, United States MacAllister Full time

Position Objective

This position will direct and supervise the shop and/or field functions of the relative location. This includes but not limited to coordinating and managing workflow of shop/ field; and yard to maintain communications between all parties, ensure shop is appropriately staffed, ensure the shop is in compliance with all safety regulations and guidelines, and other leadership duties. This will be with the guidance and approval of the Service Manager.

Essential Position Duties

* Direct and manage the day-to-day shop operations of a shop and or/field location, which includes monitoring all work during the process and overseeing all work order functions
* Ensure the shop produces high quality, efficient repairs and customer service
* Assist with reviewing and analyzing shop service operations such as work-quality, efficiency, and shop expenses
* Supervise, coach, train, discipline, and lead assigned shop staff
* Investigate and follow up on service-related complaints and vendor invoices, identify the need for changes in operations and initiate corrective measures as needed
* Monitor and comply with all safety policies, procedures, and guidelines as they pertain to staff and customers within the shop and/or relative location
* Ensure all facilities and equipment are in safe operating condition
* Assist in the trouble shooting and repair of equipment, promoting and supporting the timely repair of equipment.
* Can approve payroll in the absence of the Service Manager
* Document customer damage with photos, quote/ work order to the customer and sales rep and use the Powerbi dashboard to follow up weekly for timely closure.
* Research and validate warranty information for each machine in manufacturer's warranty system.
* File warranty claims for policy/goodwill, sales, parts, and service departments as needed.
* Assist in coordinating field service calls when needed.
* Invoice/ claim work orders in the manufacturers' warranty system, generating invoice for manufacturer and charging remaining amounts to the dealer warranty account.
* Track the parts for warranty returns and ensure we are being paid for them.
* Monitors PSP and PIP and ensures completion before expiration date. This may be for MacAllister owned machines or on customer owned machines and can be for all types of machine manufacturers.
* Perform other duties as required.

Position Requirements

Required:

* High School Diploma or GED
* Minimum of 3 years of experience with diesel equipment
* Minimum of 1 year of experience supervising or leading staff

Preferred

* Associates degree in related technical field
* 5 years or more of experience with diesel equipment
* 3 years or more of experience in supervising staff

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Excellent customer service skills
* Good leadership skills, including creative thinking, decision making, goal setting and delivering results on projects and assignments
* Excellent communication skills-verbal and written-with people at all levels of the company
* Excellent analytical skills, including the ability to interpret and apply policies, procedures, and guidelines, as well as developing and managing projects that require this skill set
* Ability to work in a fast-paced, high-pressure, deadline driven environment
* Good multitasking abilities, detail-oriented and self-motivated
* Good interpersonal skills and ability to manage conflict in a win/win style
* Professional demeanor with both internal and external contacts including personal appearance and friendly, courteous treatment of peers, subordinates and people at all levels inside and outside the organization
* Strong computer skills experience with Microsoft Office (Outlook, Word, Excel), and the ability to learn MacAllister systems/databases/platforms
* Absolute ability to keep both business and personal information confidential

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