Job Description

General Summary:

The Service Manager is responsible for overseeing the daily operations of the service and equipment department. The work schedule for this position is open and flexible: day or night shift, Sunday through Saturday.

Primary Responsibilities and Duties:

• Supervise and oversee 15 to 20 technicians on daily service jobs.
• Create service job quotes, open jobs, and order parts as needed for work performed.
• Follow service jobs from beginning to end to ensure efficient work and billing is completed.
• Monitor hours on completed jobs and manage lost time manhours.
• Answer calls from techs to provide assistance when needed.
• Implement policies and procedures that enhance customer service experience.
• Hire, train, and manage service department staff.
• Monitor team performance, provide feedback, and develop improvement plans.
• Develop and implement strategic plans to improve service efficiency.
• Coordinate with other departments to ensure consistency of service.
• Analyze service data and generate reports on performance and productivity.
• Establish and monitor departmental budgets.
• Communicate with customers and build strong relationships to encourage repeat business.
• Manage customer complaints and ensure issues are resolved in a timely manner.
• Ensure compliance with health and safety regulations.
• Stay updated with the latest industry trends and introduce new services as necessary.
• Maintaining a strong working knowledge of all industry standards and practices as well as the company's products and services
• Prepare, complete and submit, in a timely manner, the paperwork required.
• Communicate with the service dispatcher.
• Responsible for the completion of special projects or the assignment of other duties as assigned by the supervisor.

Position Requirements:

• Minimum high school diploma or equivalent.
• Minimum of 2 years of service management experience with supervisory preferred.
• Extensive knowledge of equipment and service.

Position Competencies:

• Ability to work independently as well as with a team.
• Ability to work in a fast-paced environment, performing multiple duties/tasks within defined deadlines.
• Proven experience identifying problems of varying complexities and finding effective solutions with few guidelines.
• Responsive to the needs of customers internal and external.
• Sense of urgency and commitment with strong follow up skills.
• Proven precision and attention to detail with a high level of accuracy.
• Demonstrate a professional and positive attitude in all internal and external customer interactions.
• Excellent interpersonal skills, written and verbal communication, and listening skills.
• Self-driven and motivated individual with excellent planning and organizational skills.
• Display proficiency with Microsoft Office Word, Outlook, PowerPoint, etc.

Working Environment:

The work of this position is performed in both inside and outside environments in heat/cold, wet/humid, and dry/arid conditions. The position requires the ability to lift, push, and pull up to 75 lbs. Frequent bending, stooping, and climbing is required. In this position, associates may be exposed to hazardous materials, vapors, fumes, and extreme weather conditions. Proper PPE is provided for employees working in these conditions.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.

The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled

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