Service Manager

3 weeks ago

Fort Pierce, United States Kirby Corporation Full time

Overview:

Responsible for overall and daily management of service department operations and staff.

Responsibilities:
  • Maintain a clean and safe work environment.
  • Ensure proper safety training and standards are in place, and that safety policies and procedures are followed.
  • Oversee the daily operations of the service department.
  • Assure adequate manpower and supplies are available to complete work assignments.
  • Resolve issues regarding parts or manpower shortages.
  • Calculate full maintenance pricing for sales staff, including labor rates and preventative price quotes.
  • Develop annual departmental budget.
  • Monitor progress towards budgeted goals and implement cost controls or reductions as necessary.
  • Monitor gross profit levels.
  • Assess departmental performance regarding quality of work and customer satisfaction.
  • Analyze warranty issues to identify areas for improvement.
  • Follow up on escalated customer service concerns or complaints and ensure satisfactory resolution.
  • Develop marketing plans with sales and marketing departments to develop and increase service department business.
  • Contact customers to generate additional business.
  • Oversee review of in progress and completed jobs to verify scope of work completed appropriately and safely.
  • Establish work standards and evaluate Service Department staff's performance.
  • Identify, address, and implement employee development and training opportunities.
  • Hire, counsel, and discharge Service Department staff as necessary.
Qualifications:
  • Ability to organize and direct oneself and effectively supervise others.
  • Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
  • Possessing the trait of being organized or following a systematic method of performing a task.
  • Ability to convince a group of people to work toward a goal.
  • Ability to utilize the available time to organize and complete work within given deadlines.
  • Ability to communicate in writing clearly and concisely.
  • Ability to find a solution for or to deal proactively with work-related problems.
  • Ability to comprehend complex technical topics and specialized information.
  • Ability to communicate effectively with others using the spoken word.
  • Ability to take care of the customers needs while following company procedures.
  • Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
  • Computer Skills
  • Proficient in Microsoft Office applications (Word, Excel, Outlook).

Education/Experience:

High School Diploma or General Education (GED) and four to ten years related experience.

Bachelors Degree strongly preferred.

Other Requirements

  • Some college preferred.
  • Prior experience in a shop and/or field service environment required.
  • Prior experience in a customer service department required.
  • Strong technical product knowledge required.
  • Ability to utilize laptop computers and portable diagnostic tools required.
  • Prior managerial experience required.

Working Conditions:

Office and shop environments. Shop environment may not have air conditioning.

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