Service Operations Supervisor

2 weeks ago

West Columbia South Carolina, United States Blanchard Machinery Company Full time

Overview:


The Service Operations Supervisor will oversee and guide the daily activities of their division by organizing workflows, engaging with clients, and managing the efforts of technicians, all while emphasizing exceptional customer service and cultivating a positive workplace atmosphere.


Blanchard Machinery Company is dedicated to nurturing a high-performance culture that presents challenging opportunities, inspiring outstanding results.

Some of the advantages of being part of our team include:

Competitive Compensation.

Benefits:
Medical, dental, vision, 401K, profit sharing, generous paid time off and holidays, uniforms, and much more.

Access to premier CAT training and development programs.

A welcoming and supportive workplace.

Continuous opportunities for learning and exposure to new technologies.

Paths for career advancement.

Responsibilities:
Foster a positive work environment and uphold the vision, mission, and values of BMC.

Oversee service operations to ensure profitability.

Supervise the workgroup and ensure tasks align with company objectives.

Engage with clients to assess needs, prioritize actions, and implement solutions.

Strategize and act to expand the business.

Maintain the highest levels of customer satisfaction.

Encourage high levels of employee engagement.

Manage expenditures in accordance with the budget; review financial reports and ensure profitability for the entire branch.

Address customer complaints promptly and appropriately to sustain excellent customer relations; motivate team members to be fair, courteous, honest, and appreciative of our customers' business.

Oversee Shop & Field Service maintenance by consistently monitoring and controlling labor and parts costs to meet profit objectives.

Ensure effective scheduling and dispatching of all service technicians for daily service and repairs.

Monitor work order closures to guarantee invoicing occurs within five days of the last work activity on each job; verify all accounts for accuracy and completeness, ensuring timely processing and closure.

Oversee all warranty work orders for proper claims administration to the manufacturer.

Ensure all warranty and policy decisions are equitable for the customer, the manufacturer, and the dealer.

Ensure that offices, shops, vehicles, tools, and other company assets are maintained professionally and safely to promote excellent customer service.

Ensure compliance with corporate policies; monitor all aspects of the department's operations, performance, and customer satisfaction.

Conduct employee evaluations and ensure proper administration of wages and salaries.

Organize all necessary training sessions for technicians.

Prepare the annual service department budget, objectives, and capital expenditure requests.

Provide technical support for service and parts departments when feasible.

Maintain managerial contact and support for technicians, resolving various issues and promoting customer interactions; participate in meetings to advocate for Caterpillar products.

Collaborate with the sales department regarding any relevant developments.

Assist the sales department with special projects and technical challenges when possible.

Work with various departments to sustain the service department:

Conduct informative department and branch meetings.

Act as the primary liaison between parts, service, and customers.

Other duties as assigned.

Qualifications:
A high school diploma is required; a BS degree in a business-related field is preferred.

Previous supervisory experience is preferred.

Experience in the diesel or construction equipment industry is preferred.

Ability to interact positively and effectively with all levels of employees, management, and customers.

Ability to adapt to changing priorities; meet deadlines and perform well under pressure.

Must possess a customer-centric mindset and the ability to build strong relationships.

Excellent interpersonal, written, and verbal communication skills.

Strong work ethic and self-motivated; able to manage multiple tasks and priorities effectively while adapting to change.

Must maintain a professional and friendly demeanor and be able to quickly establish rapport with customers in person and over the phone.

Ability to learn and navigate new software swiftly.

Personal commitment to continuous improvement and service excellence.

Ability to work independently with minimal supervision.

Working Conditions

The physical environment requires the employee to work indoors throughout the year.

The job entails standing, stooping, squatting, pushing, pulling, twisting, turning, and lifting.

Visual acuity, reading, writing, and physical presence at the job location are necessary to fulfill job responsibilities.

Utilization of computers and other forms of technology is required to complete job responsibilities.

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