Service Manager

Our construction equipment group is seeking a full-time Service Manager for our Waukegan, IL branch. This role is responsible for the efficient use of shop space and equipment and for coordinating the work load of the service department. In conformance with sales and customer orders and requirements, advises and makes recommendations to the Product Support Manager with respect to the best interest of the service department. Must conduct oneself in the presence of customers in a manner demonstrating both personal and company professionalism. Must be polite and courteous at all times and demonstrate willingness and ability to work with all fellow employees.  Responsibilities include, but are not limited to:  Supervises the quality of work performed and sees that standard of performance are maintained. Conducts discussions with customers, supports the integrity and reputation of the company as applied to equipment and service department responsibilities. Knows the status of current jobs and keeps customers and/or associated internal department(s) informed of progress. Develops reasonable annual objectives for the service department to include customer service, sales goals and profits. Prepares annual budget and forecast of sales. Assigns service tasks and work areas to employees under their supervision. Selects and appoints lead man necessary to supervise and assist mechanics in performance of their service. Maintains proper balance of qualified personnel to service work load. Accountable for warranty repair work. Conducts correspondence and assists Product Support Manager in preparation of claim to manufacturer. Determines and advises Product Support Manager the extent and justification for other service adjustments. Sees that shop tickets are properly written and completed in a timely fashion; keeps abreast of parts ordered; makes sure proper entries are made concerning time and overtime and that the parts and equipment used are accounted for. See that a proper library of manuals, service bulletins, instructions and references for mechanics, equipment and service operations is maintained and properly used. Requests training assistance when appropriate and takes an active part in the conduct of the training in conjunction with manufacturer’s service representatives. Keeps abreast of shop methods, best practices, tools and techniques. Reports to the Product Support Manger any problems encountered in relation to customer dissatisfaction with service or product performance. Performs other duties as assigned by the Product Support Manager. Maintains proper balance of qualified personnel to service work load and makes recommendations regarding employment of personnel to Product Support Manager. Ensures that sublet repairs are properly scheduled, completed, posted and that the payments for such work are in order. Directs and supervises the maintenance program, building, equipment, grounds, safety prevention and housekeeping as directed by the Product Support Manager. Maintains working relations with parts, sales and rental department personnel. Makes Recommendations to Branch Manager for any Building/Facility issues or upgrades that are needed. Evaluates the performance of service technicians vs. job descriptions and makes recommendations with regards to positions and compensation. Ensures the company meets all contract requirements for union represented employees. Maintains proper records, submits required reports, checks customer credit status, and conducts other administrative details as required by management. Cooperates with the sales department in evaluating used equipment for trade-in; performs emergency service work; assists in demonstrations, when necessary. Directs mechanics in pre-delivering new equipment and repair of used equipment. Ensures equipment is in clean/ready-to-go condition. Makes recommendations for purchase of specialty shop service tools. Responsible for annual inventory and inspection of these tools. Insures all tools are properly maintained and in safe operational condition. Also responsible for the maintenance of the Field service trucks and the associated equipment. Accountable to the company for lost or broken tools. Overall responsibility for service department safety, fire prevention and housekeeping. Includes keeping service areas in compliance with all applicable OSHA and EPA (Environmental Protection Agency) requirements. Responsible for the recycling and disposal of all waste products in accordance with governmental agency requirements. Qualifications Must be fluent in the operation of a personal computer, Business system, & suite of Microsoft Office products. Bachelor’s Degree in business management or related field preferred. Minimum of 5 years’ service department experience. Possesses a clear understanding of the Service Department and all related activities. Possesses excellent problem solving, administration, and management skills.