Service Manager

2 weeks ago

West Columbia, United States Blanchard Machinery Full time
Service Manager Job Locations US-SC-West Columbia Job ID 2024-2648 Category Product Support Type Full-Time Overview

The Service Manager will manage and direct the day-to-day success of their department by scheduling work, communicating with customers, and directing the work of technicians with a focus on providing superior customer service and fostering a great work environment.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

  • Competitive Pay.
  • Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
  • Exposure to world-class CAT training and development.
  • A friendly and supportive work environment.
  • Continuous exposure to learning and new technologies
  • Opportunities for advancement
Responsibilities
  • Contributes to a positive work environment and promotes the vision, mission and values of BMC.
  • Manage service operations and ensure profitability.
  • Oversee work group and ensure work is performed with company goals in mind.
  • Deal with customers, determine action needed, prioritize and implement corrective action.
  • Plan and act to grow the business.
  • Nurture and maintain the highest levels of customer satisfaction.
  • Nurture and maintain the highest levels of employee engagement.
  • Control expenditures to budget; monitor financial reports and required profit for total branch
  • Resolve customer complaints by taking prompt and appropriate action to maintain excellent customer relations; encourage associates to be fair, courteous, honest and appreciative for our customers' business
  • Control Shop & Field Service maintenance by daily monitoring and controlling labor and parts cost to meet required profit objectives
  • Ensure productive scheduling and dispatching of all service technicians to perform daily service/repairs
  • Monitor work order closings to ensure invoicing occurs within 5 days of last work activity on each job ; monitor all accounts checking for accuracy, completeness and ensuring timely processing and closing
  • Monitor all warranty work orders for proper administration of claims to manufacturer
  • Ensure all warranty and policy decisions are mutually fair to the customer, the manufacturer and the dealer
  • Adequately ensure offices, shops, vehicles, tools and other company property are properly maintained in a professional and safe manner to promote excellent customer service
  • Ensure compliance of corporate policies; monitor all phases of the department's operations, performance and customer satisfaction
  • Perform employee evaluations, and ensure proper administration of wages and salaries
  • Schedule all needed training classes for technicians
  • Prepare annual service department budget and objectives and capital expenditures requests
  • Provide technical assistance for service and parts departments when possible
  • Maintain managerial contact and support for technicians, resolving various problems and promoting customer contacts; participate in meetings to promote Caterpillar products
  • Coordinate with the sales department regarding any relevant developments
  • Assist sales department with special projects and technical problems when possible
  • Work with the various departments needed to maintain the service department:
  • Conduct informative department and branch meetings
  • Serve as primary liaison between parts, service and customer
  • Other duties as assigned
Qualifications
  • High school diploma required, BS degree in business related field preferred.
  • Previous supervisory experience preferred.
  • Experience in the diesel or construction equipment field preferred.
  • Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
  • Ability to adapt to changing priorities; meets deadlines and works well under pressure.
  • Must possess a customer centric mindset along with the ability to build strong relationships.
  • Excellent interpersonal, written and oral communication skills.
  • Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
  • Ability to learn and navigate new software quickly.
  • Personal commitment to continuous improvement and service excellence.
  • Ability to work independently with limited supervision.

Working Conditions

  • The physical environment requires the employee to work inside throughout the year.
  • Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
  • Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
  • Use of computer and other forms of technology to complete job responsibilities.

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