General Description:
Oversee the day to day activities of the Product Support Departments, (Parts, Service, and Rentals) that service our Long Island customers along with day to day Branch functions, facilities and administration.
Responsibilities & Duties:
1. Manage service and parts personnel, processes, systems, equipment and tooling for efficiency and maximize customer satisfaction. Assist customers, especially with dispute resolution (and avoidance!), maintain positive relationships with manufacturers, manage billing, and all other functions of the Service and Parts Departments.
a. Manage all branch parts and service staff directly.
b. Follow-up with customers regarding open work orders and parts orders in process and promote outbound calling throughout the branch.
c. Coordinate fast and accurate repair estimates and manage the sale of the estimate to the customer.
d. Coordinate and effectively schedule shop technician’s time (or oversee supervisors). Keep technicians on task and trained (with assistance from Piscataway management). Minimize having to reduce the labor charged on a customer job due to poor execution of the repair.
e. Prioritize work – External, Warranty, Internal; and manage relationship and work for the Sales and Rental Departments.
f. Minimize expensed labor such as idle time, shop maintenance, etc.
g. Coordinate with other branches to share resources and work through peaks and valleys of activity
h. Promote a safe, healthy, respectful, and friendly work environment
i. Manage (with support from HQ) vehicle fleet to make sure all vehicles are safe, clean, and have proper documentation.
j. Maintain relationships with manufacturers, learn manufacturer systems and procedures, and manage operational procedures between Hoffman and manufacturers.
k. Manage branch’s warranty recovery. Maintain maximum recovery rates within the manufacturer’s ‘rules of the road’.
l. Make sure customer inbound calls get answered and call backs are quick in the service office and the parts counter.
m. Oversee parts inventory and parts procedures with coordination and approval from Parts Manager
n. Involve Doug Tully or escalate to upper management in parts emergencies when needed.
o. Manage the branch’s overall Customer Experience.
2. Repair Management and Technician Scheduling
a. Schedule all repairs for shop and field
b. Talk directly with all customers requiring service to discuss service needs and schedule repairs.
c. Manage all jobs from beginning to end insuring customer satisfaction throughout the entire process
d. Review all work orders once complete and previewed prior to invoicing.
3. Create and manage all estimates.
4. Update customers throughout the repair if the estimate needs to be adjusted so that the customer is not surprised at the end if the repair doesn’t equal the estimate.
5. Oversee branch facility, yard, and employee safety.
a. Manage the office, warehouse, yard, and shop areas and keep all safe, well organized, and clean.
b. Maintain an attractive and inviting entrance for customers with professional looking parts counter area.
c. Manage employee adherence to company safety policies, proper PPE (Personal Protection Equipment) and safe work practices.
d. Keep track of all equipment movements and equipment in the yard and ensure company procedures are adhered. Report equipment activity and inventory to sales department management.
6. Oversee administrative duties of the branch.
a. Manage the distribution of paper-work and reports to and from Piscataway
b. Manage customer payments and proper depositing of cash and checks
c. Be aware of IT, communications, and other equipment and oversee repairs, replacement, etc to ensure all functioning.
Job Type: Full-time
Pay: From $90,000.00 per year
Benefits:
Schedule:
Education:
Work Location:
Work Remotely:
Work Location: One location
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