1+ months

Service Manager

MacQueen Equipment Group
Lincoln, NE 68514
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  • Job Code
    105327454
Description:

Position Purpose


Reporting to Director of Service and Parts Operations, the primary purpose of the Service Manager is to manage the day to day operations of the service department. The position leads the service team to obtain the highest levels of customer satisfaction and department performance while assuring that company processes and procedures are followed and non-conforming conditions are corrected.


Duties and Responsibilities


Management


• Control performance of department using dealer operating system, warranty data from vendors and customer satisfaction feedback

• Select new hires and provide internal training

• Perform employee performance reviews based on job descriptions and department objectives

• Manage and control special tools and equipment

• Manage unapplied time and non-billable hours

• Update technicians on latest technical information

• Oversee upkeep of shop, including facility and equipment maintenance and housekeeping

• Maintain efficiency and productivity control

• Manage in-shop and in-field service and repair of equipment

• Manage new and used equipment preparation and repair

• Manage warranty repairs and administration

• Ensure compliance with all safety and environmental compliance rules and regulations

• Obtain and exceed department performance goals

• Conduct performance coaching of staff to include supervision and guidance required for them to reach both their corporate and personal goals

• Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage employee participation and personal growth

• Maintain appointment and scheduling system

• Prepare repair orders

• Sell needed and additional labor

• Assist with diagnosing incoming vehicles as needed

• Test drive and QC completed vehicles as needed

• Prepare estimates and quotes

• Establish payment method and obtain credit approval as required

• Establish and communicate deviations in promise times as needed

• Assign work to appropriate technician (based on skill level and time promised)

• Follow up on work in process

• Advise customers of changes in time or price commitments

• Assist technicians with work in process, check quality of technicians work

• Check vehicles for required maintenance that has not been performed

• Check vehicles of open recalls

• Return unsatisfactory work to technician for redo

• Advise customer of vehicle completion and arrange delivery options


Customer Satisfaction


• Maintain highest levels of customer satisfaction

• Provide support and clear communications to internal customers

• Maintain liaison with vocational and technical schools

• Interact with factory representatives and support personnel


. Requirements:

Skills and Experience


• Solid shop floor management knowledge

• Good understanding of financial reporting principles

• Supervisory and management training in related fields

• Leadership skills in a specialized repair environment

• Working knowledge of shop layout and utilization principals

• A solid understanding of pricing principles and discounting effects

• Microsoft Office skills to include Excel and Word

• Dealer Operating System experience required, CDK experience a plus

• Excellent people and customer relations skills

• At least 2 years service and parts management experience

• At least 5 years experience in the automotive, heavy truck or emergency equipment industry

• 4 year degree or combination of 2 year degree and equivalent experience required


Description: <p><strong>Position Purpose</strong></p><p><br/></p><p>Reporting to Director of Service and Parts Operations, the primary purpose of the Service Manager is to manage the day to day operations of the service department. The position leads the service team to obtain the highest levels of customer satisfaction and department performance while assuring that company processes and procedures are followed and non-conforming conditions are corrected.</p><p><br/></p><p><strong>Duties and Responsibilities</strong></p><p><br/></p><p><em>Management</em></p><p><br/></p><p> Control performance of department using dealer operating system, warranty data from vendors and customer satisfaction feedback</p><p> Select new hires and provide internal training</p><p> Perform employee performance reviews based on job descriptions and department objectives</p><p> Manage and control special tools and equipment</p><p> Manage unapplied time and non-billable hours</p><p> Update technicians on latest technical information</p><p> Oversee upkeep of shop, including facility and equipment maintenance and housekeeping</p><p> Maintain efficiency and productivity control</p><p> Manage in-shop and in-field service and repair of equipment</p><p> Manage new and used equipment preparation and repair</p><p> Manage warranty repairs and administration</p><p> Ensure compliance with all safety and environmental compliance rules and regulations</p><p> Obtain and exceed department performance goals</p><p> Conduct performance coaching of staff to include supervision and guidance required for them to reach both their corporate and personal goals</p><p> Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage employee participation and personal growth</p><p> Maintain appointment and scheduling system</p><p> Prepare repair orders</p><p> Sell needed and additional labor</p><p> Assist with diagnosing incoming vehicles as needed</p><p> Test drive and QC completed vehicles as needed</p><p> Prepare estimates and quotes</p><p> Establish payment method and obtain credit approval as required</p><p> Establish and communicate deviations in promise times as needed</p><p> Assign work to appropriate technician (based on skill level and time promised)</p><p> Follow up on work in process</p><p> Advise customers of changes in time or price commitments</p><p> Assist technicians with work in process, check quality of technicians work</p><p> Check vehicles for required maintenance that has not been performed</p><p> Check vehicles of open recalls</p><p> Return unsatisfactory work to technician for redo</p><p> Advise customer of vehicle completion and arrange delivery options</p><p><br/></p><p><em>Customer Satisfaction</em></p><p><br/></p><p> Maintain highest levels of customer satisfaction</p><p> Provide support and clear communications to internal customers</p><p> Maintain liaison with vocational and technical schools</p><p> Interact with factory representatives and support personnel </p><p><br/></p>. Requirements: <p><strong>Skills and Experience</strong></p><p><br/></p><p> Solid shop floor management knowledge</p><p> Good understanding of financial reporting principles</p><p> Supervisory and management training in related fields</p><p> Leadership skills in a specialized repair environment</p><p> Working knowledge of shop layout and utilization principals</p><p> A solid understanding of pricing principles and discounting effects</p><p> Microsoft Office skills to include Excel and Word</p><p> Dealer Operating System experience required, CDK experience a plus</p><p> Excellent people and customer relations skills</p><p> At least 2 years service and parts management experience</p><p> At least 5 years experience in the automotive, heavy truck or emergency equipment industry</p><p> 4 year degree or combination of 2 year degree and equivalent experience required</p><p><br/></p> <img src="https://analytics.click2apply.net/v/nkJXbjcmDlw2CExah4AVK">
Posted: 2018-11-02 Expires: 2019-01-03

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Service Manager

MacQueen Equipment Group
Lincoln, NE 68514

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