Service Operations Manager

3 days ago


Verona, Kentucky, United States Newman Tractor Full time
Service Manager Job Description

At Newman Tractor, we're seeking a highly skilled and experienced Service Manager to oversee the daily operations of our service department. As a key member of our team, you'll be responsible for ensuring the highest levels of customer satisfaction, service quality, and operational efficiency.

Key Responsibilities:
  • Daily Operations: Oversee the day-to-day activities of the service department, including scheduling, assigning work orders, and managing workflow to maximize technician utilization and labor recovery.
  • Customer Focus: Ensure all service activities are conducted safely and in compliance with company policies, environmental regulations, and industry standards.
  • Team Management: Monitor technician performance, providing coaching, mentoring, and support to enhance skills and productivity.
  • Communication: Manage customer communications, including addressing concerns, providing status updates, and ensuring satisfaction with service outcomes.
  • Parts Management: Coordinate parts availability and order management with the Parts Department to minimize downtime and enhance service efficiency.
  • Performance Metrics: Track and manage daily service KPIs, focusing on labor recovery rates, quoted labor variance, technician rework rates, rent-ready quality control, and expense management.
Weekly Operations:
  • Performance Review: Review weekly service performance reports, analyze trends, and identify areas for improvement.
  • Team Meetings: Conduct weekly team meetings to communicate goals, review performance metrics, discuss ongoing projects, and address any issues.
  • Action Planning: Develop and implement action plans to improve labor recovery, reduce quoted labor variance, minimize technician rework, and maintain high standards of rent-ready quality control.
  • Rental Coordination: Collaborate with the Rental Department to ensure equipment is serviced and ready for rent on schedule, meeting quality and safety standards.
  • Inventory Management: Monitor and manage inventory levels, working closely with the Parts Department to ensure adequate stock of high-demand components and supplies.
  • Reporting: Provide weekly updates to the Regional Service Director on service department performance, including KPI status and action plans.
Monthly Operations:
  • Financial Review: Prepare and review monthly financial and operational reports, focusing on service department profitability, expense management, and KPI performance.
  • Performance Evaluations: Conduct monthly performance reviews with service technicians, providing feedback on areas of strength and opportunities for improvement.
  • Efficiency Analysis: Analyze technician efficiency and productivity, implementing training programs or corrective measures as needed to meet departmental goals.
  • Safety Compliance: Ensure compliance with labor regulations, safety standards, and company policies through regular audits and assessments.
  • Customer Relationships: Develop and maintain relationships with key customers, vendors, and partners to enhance service department reputation and business opportunities.
  • Safety Meetings: Plan and execute monthly safety meetings, ensuring all team members are trained and aware of best practices in safety and environmental compliance.
Key Performance Indicators (KPIs):
  • Labor Recovery: Maximize the percentage of billable hours versus available hours for service technicians.
  • Quoted Labor Variance: Monitor and minimize the difference between estimated and actual labor hours on service jobs.
  • Technician Rework: Track and manage rework cases, aiming to reduce the frequency and cost of rework by enhancing service quality and technician training.
  • Rent Ready Quality Control: Oversee the inspection and preparation of rental equipment to meet quality and safety standards before customer delivery.
  • Expense Management: Monitor and control service department expenses, including parts, labor, and overhead costs.
Key Competencies:
  • Leadership: Ability to motivate and develop a team, manage performance, and drive continuous improvement.
  • Customer Focus: Strong commitment to providing exceptional customer service and building long-term relationships.
  • Analytical Skills: Proficiency in analyzing data, identifying trends, and developing actionable insights.
  • Financial Acumen: Understanding of financial metrics and the ability to manage a department budget effectively.
  • Problem Solving: Strong problem-solving skills, with a focus on innovative solutions and operational efficiency.
Benefits:
  • 80 hours of paid vacation (prorated in year of hire)
  • 401k with up to 4% match of total compensation
  • HDHP & Co-pay medical plans with 80% of premium paid by employer for employee coverage (other coverages available)
  • Voluntary coverages offered for Dental, Vision, Voluntary Life, Accident & Critical Illness
  • Company provided STD, LTD, and Life Insurance
  • Yearly work boot allowance
  • Other benefits can be discussed with eligible applicants


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