Branch Service Manager
2 months ago
SUMMARY
(Located in Visalia, CA) Reporting to the respective Branch Manager, the Service Manager will be responsible for maintaining the rental fleet, support fleet and all shop personnel within a specific region or branch. Includes cost control for parts purchasing and labor. Must provide uptime, maintain appearance and safety of equipment. Keep shop/yard clean and organized. Direct all service-related personnel in a specific region or branch, with an emphasis on safety, efficiency, and quality.
RESPONSIBILITIES
- This position has supervisory responsibilities over service- related personnel.
- Evaluate performance and promotability of team members. Identify and provide necessary skill training, regular motivation, and coaching.
- Promote a culture of safety and discipline through leadership, exemplary personal compliance, accountability, and communication.
- This is a full-time position. Occasional overtime may be required as job duties demand.
- Create, maintain, and close service work orders in RentalMan dispatch screen, maintaining status and time entries including parts, labor and description of work performed.
- Schedule work orders to determine if tech support is required, schedule techs utilizing the field dispatch menu using location, tech's capabilities, and urgency and adjusting as needed.
- Create, maintain, and receive purchase orders for required parts for the techs. Any parts that exceed $750 must obtain approval prior to order.
- Review open work order and purchase order reports weekly to maintain prompt processing.
- Manage techs to provide support, communications, hours worked and parts and services that are required. If customer damage related, notify the sales team.
- Communicate closely with techs, sales team, and customer as work is being performed to ensure all are aware of estimated time of completion and machine availability. Document service-related calls within the rental contract comment notes.
- Review tech notes/ photos upon completion before releasing from the job site.
- Manage truck parts inventory, including quarterly parts inventory audits. This will extend to all parts inventory as deemed necessary.
- Schedule quarterly work orders for service truck bit inspections and annual DOT inspections.
- Monitor and schedule PM services, SOS oil samples, undercarriages, and CTS reports.
- Maintain accurate equipment incident reporting, reviews, vehicle files, photos, and DOT requirements.
- Perform monthly service safety meetings, oversee yard maintenance, shop cleanliness, and maintain OSHA compliant workplace.
- Responsible for R&M, P&L, and associated costs/budget for services.
- Lead, plan, measure and make continuous improvement of all service and maintenance performance metrics.
- Oversee field service activities, to ensure optimal customer service, tech/shops/OEC productivity and cost control.
- Promotes a team environment by communicating effectively with mechanics and other employees to monitor, log, resolve, and escalate issues.
- Any and all other duties assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- A high school diploma or GED is required.
- Associate degree in office administration, sales, contracts, or related field preferred.
- At least three (3) to Five (5) years of service administrations required or a mix of education and on the job, training may be a substitute for years of experience.
- At least one year of sales or other relevant experience preferred.
- Ability to pass pre-employment drug screen and background check.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent interpersonal and customer service skills.
- Proficient with Microsoft Office Suite or related software.
- Requires the ability to use and manage multiple online computer applications/systems with technical proficiency.
- Highly flexible, organized, and independent.
- Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in a group problem solving situation.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
- Professionalism - Reacts well under pressure. Listens to others without interrupting; Keeps emotions under control. Includes appropriate people in decision-making process.
- Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team spirit; puts success of team above own interests.
- All employees must wear the appropriate personal protective equipment (PPE).
- Comply with federal, state, and local laws, as well as Company safety policy, enforce safe work practices, and proactively identifies and remedies worksite hazards.
- This position operates at professional construction sites and in professional office environments, requiring the uses of standard office equipment, the ability to communicate verbally with others on site, in person and over the telephone, ability to read printed materials, signs, computer screens and directions, stamina to maintain attention to details despite interruptions, ability to lift, push, pull, carry, handle or feel objects, supplies, tools, machinery and/or controls weighing up to 50 pounds and reach with hands and arms; climb stairs and/or ladders; balance, bend, stoop, kneel, crouch, crawl, lift overhead, traverse around or otherwise position one's self around the required work and safety requirements to navigating and perform activities on various construction sites in a safe manner.
- Will be required to work on project sites and operate vehicles, trailers, machinery, equipment, and other tools within local, state, and federal safety guidelines.
- Will be required to work outside, frequently for extended periods of time in all weather, including extreme hot and cold temperatures.
- While working, the employee might be exposed to various chemicals, vapors, pollutants, virus or other air-borne pathogens, gases, uneven surfaces, loud noises, moving vehicles or machines and dust/debris.
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