Hybrid Service Manager bei Central McGowan

Description

Under the direction of, and reporting to the Operations Manager, the Service Manager is responsible for planning, directing, and coordinating operations for the service department of Central McGowan.  This position is responsible for ensuring and improving the performance, productivity and efficiency of the service department through the provision of effective methods and strategies.       

PRIMARY RESPONSIBILITIES

Manages day to day operations, development and coordination of service department.

• • Aids in the recruitment of technicians with skills and qualifications necessary to carry out services and repairs offered at Central McGowan.
  • Supervise technicians’ performance and arrange, schedule and coordinate training programs to keep continually develop skills and foster a learning environment.
  • Prepare schedules and plan staff rotations to ensure servicing and repairs are completed as efficiently as possible.
  • Ensure service department understands the importance of customer satisfaction and develop training programs to improve customer service standards.
  • Addresses customer complaints and resolves problems.
  • Set up procedures for staff on sublet work, wholesale service and documentation.
  • Manage staffing levels including PTO.

Ensure the highest level of customer satisfaction by instilling and demonstrating strong customer service values.

• • Promote customer service to ensure repeat and loyal customers.
  • Identify and manage aspects that affect customer satisfaction, such as hours of operation, lead time, accuracy of costs, and quality of work.
  • Address customer and employee complaints and resolve problems, assure them of efficiency and productivity in service offered.
  • Responsible for controlling costs, building loyal clientele, maintaining quality customer relationships, setting  and obtaining profit objectives and maintaining service records.
  • Satisfy service concerns of all customer, ensure service is performed at the highest level and operate the department profitably.
  • Meet in house customers and schedule equipment repairs.
  • Communicate with customers on diagnostics and repair estimates and repair authorization.
  • Communicate with customers for parts look up, service scheduling or service issues.
  • Coordinate warranty repair issues.

Schedule service department field and in house maintenance and repairs.

• • Schedule field service repairs, preventative maintenance and calibrations based on priority and coordination with account managers.
  • Coordinate and communicate with vendors on various topics.
  • Keep up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
  • Order spare and repair parts from manufacturers.
  • Coordinate and communicate with vendors on equipment information, parts availability issues, and shipping delays.
  • Coordinate and communicate with companies regarding sub-contracted work, warranty work or field service repair.

Directs procurement and maintenance of all service department equipment, tools, and shop supplies.

• • Ensure shop equipment, supplies, and facilities remain clean and maintained to prevent operational delays in servicing equipment as well as appear presentable to customers.
  • Select equipment and tools to improve quality and productivity of service department. 

SECONDARY RESPONSIBILITIES

Perform miscellaneous projects and complete various tasks as requested by management.         

Qualifications

• High School degree or equivalent preferred.
• Bachelor’s Degree in Business Management or related field preferred.
• 2 – 5 years of management experience preferred, preferably in the distribution industry.
• Experience in welding and industrial equipment sales and/or field-related tasks preferred.