Heavy Equipment Service Manager

4 weeks ago

Idaho Falls, Idaho, United States VetJobs Full time
Job Summary

We are seeking a highly skilled and experienced Service Manager to lead our Service Department. As a key member of our team, you will be responsible for motivating, managing, and evaluating Service Technicians, ensuring the efficient coordination and scheduling of their time, and maintaining the work order process.

Key Responsibilities
  • Lead and manage the Service Department, ensuring the highest level of customer satisfaction and employee engagement.
  • Assign and schedule jobs and work areas to Service Technicians based on their skills and knowledge.
  • Coach, mentor, and communicate job expectations to Service Department team members.
  • Effectively utilize service scheduling and Ewalk tools to manage the flow of the work order process.
  • Follow and understand all manufacturer partner guidelines, processes, and expectations.
  • Review and approve daily timecards for employees.
  • Proactively seek customer feedback, anticipate problems, and respond promptly.
  • Respond and follow up with employee issues and/or concerns.
  • Review and process all repair work orders for accuracy and completeness.
  • Assist and support all aspects of the Service Department in support of the responsibilities of the Service Operations Manager.
  • Responsible for facilitating proper annual employee reviews, 1:1 meetings, and quarterly Career Path Level (CPL) meetings.
  • Maintain technical and product knowledge on all equipment sold within the dealership's area of responsibility.
  • Maintain and demonstrate knowledge of the RDO Equipment Co. Service operations and procedures model.
  • Effectively utilize company-provided tools, such as Work Order Scheduler, Ewalk, Precise, DTAC, Service Advisor, and Service Advisor Remote.
  • Handle warranty claims, including computation of charges, and partner with the Central Warranty Department on the submission and follow-up of all warranty claims.
  • Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.
  • Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
  • Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long-term relationships with customers.
  • Ensure that the company/location reputation and image in the community is consistent with RDO Equipment Co. Core Values, and that business relationships with all stakeholders are not compromised.
  • Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.
  • Responsible for ensuring that sound and safe business practices and processes are implemented and are continuously improved to effectively and efficiently achieve ethical business objectives.
  • Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
  • Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.
  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Perform all other duties as assigned by management in a professional and efficient manner.
Requirements
  • Previous supervisory/management experience preferred
  • Excellent customer service skills
  • Excellent computer skills
  • Technical knowledge
  • Excellent time management, problem-solving, and organizational skills
  • Excellent oral and written communication skills
  • High school and/or technical school education preferred
  • Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship

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