What are the responsibilities and job description for the Service Manager position at Hawthorne Machinery Co.?
Overview
POSITION SUMMARY: Under the direction of the Product Support Manager – Pacific Region, the Service Manager exists to ensure quality service repairs and processes by enforcing quality standards and supervising staff.
Responsibilities
ESSENTIAL FUNCTIONS:
Identifies current and future customer support programs, provides assistance with equipment commissioning, and ensures responsive service calls by establishing rapport with customers, management, technical personnel, technicians, and other persons in a position to understand servicing.
Achieves financial objectives by preparing an annual service department budget, scheduling expenditures, analyzing variances, initiating corrective actions, and providing information for profit meetings.
Maintains service staff by recruiting, selecting, orienting, and training employees. Maintains a safe and secure work environment and develops personal growth opportunities.
Ensures production operations by determining work priorities, scheduling overhauls and repairs, maintenance, and installation of machines, tools, and equipment.
Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results, coaching, counseling, and disciplining employees, initiating, coordinating, and enforcing systems, policies, and procedures.
Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommending system improvements.
Protects employees and visitors by maintaining a safe and clean working environment.
Maintains technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
Contributes to team effort by accomplishing related results as needed.
Qualifications
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
A high school diploma or equivalent is required with five to seven years’ experience in a service department.
Associate’s Degree in a technical curriculum is preferred with a minimum of three years’ of experience in a similar role at a management level.
Must have good communication skills and proper business etiquette.
Ability to multitask and establish priorities required.
Ability to maintain organization in a changing environment required
Ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines required.
Must have good working knowledge of MS Office programs.
Must have a valid Drivers’ License with a good driving record.
PHYSICAL DEMANDS:
Walking: Moves about on foot, often through uneven terrain.
Handling: Seizes, helps, or works with hands.
Lifting: Raises or lowers miscellaneous paperwork.
Reaching: Extends hands and arms in any direction.
Stooping: Bends body downward and forward by bending at knees or waist.
Standing: Remains in standing position if required to perform various functions of the job.
Climbing: In and out of equipment.
Vision: Reads paperwork, employment files, and records on the computer.
Talking: Communicates by radio, phone, and in person.
Sitting: Sits at desk, in equipment, and in vehicles for extended periods.
ENVIRONMENTAL:
Noise: Works in conditions with constant or intermittent noise.
Temp/Weather: Works in an office environment, outside, and in shop with variations of temperature and weather.
Exposure: Subject to foul odors, fumes, and harsh substances.
ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.
Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D
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