Service Manager for Outdoor Equipment

2 weeks ago

Nashville, North Carolina, United States Ace Hardware Full time

Position Overview - Service Manager

Essential Qualifications

  • A minimum of five years of experience in diagnosing and repairing engines or equipment, with a proven history of success in sectors such as agricultural machinery, automotive, outdoor power tools, recreational vehicles, construction machinery, and small engine repair. A valid driver's license is required.
  • Willingness to work a standard 40-hour week, with the possibility of extended hours to meet customer needs.
  • Capability to lift and manage heavy items weighing up to 70 lbs.

Key Responsibilities:
SALES/PARTS/SERVICE

  • Oversee the monthly performance targets of service technicians to ensure a high standard of professional service.
  • Provide coaching to service technicians to enhance their performance, safety, and technical expertise.
  • Maintain the cleanliness and organization of the service area, both inside and outside, to reflect the professionalism of the service team and the dealership's commitment to excellence.
  • Engage with customers to guarantee a positive interaction with both the service department and the sales team.

Daily Responsibilities:

  • Start each day with a positive mindset, motivating technicians to achieve their daily and weekly objectives.
  • Foster a collaborative atmosphere within the service department and across other departments.
  • Continuously improve service department processes to enhance customer satisfaction.
  • Update the service goals board daily and communicate the results of daily activities to management.
  • Prepare service tasks and parts for technicians to help them meet their daily targets.
  • Ensure all work orders are completed with the necessary information.
  • Follow up on the status of ordered parts.
  • Verify that each piece of equipment undergoing repair has been checked for additional issues, using the appropriate Maintenance Inspection Checklist. Ensure customers are informed of any extra service needs and have consented to proceed.
  • Confirm that all repairs have been tested under challenging conditions and that the issues noted on the work order have been resolved.
  • Manage warranty claims to ensure full recovery of labor and parts costs.

Weekly Responsibilities:

  • Meet with the Management Team to review departmental goals and objectives for the week, discussing marketing strategies and sales opportunities.

Service Reference Material Updates:

  • Assess tools and equipment to ensure they are functioning properly.

Monthly Responsibilities:

  • Conduct one-on-one meetings with each employee to evaluate performance based on previous and upcoming goals. Implement improvement strategies as necessary.
  • Meet with management to review last month's results and set goals for the upcoming month, addressing any employee performance issues.

Quarterly Responsibilities:

  • Collaborate with service personnel to brainstorm ideas for improving efficiency within the service department, with each member expected to propose one actionable idea for the next quarter.
  • Discuss necessary improvement processes with management for implementation in the upcoming quarter.

Annual Responsibilities:

  • Engage with the Management Team to review year-end results and set objectives for the upcoming year.
  • Meet with service personnel to discuss year-end outcomes and outline goals for the next year.

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