Service Manager

The Service Manager will play a vital role in the day to day operations whereby they will work closely with the coordinators and technicians to ensure all work is completed efficiently. The Service Manager will also visit customer sites to perform audits on our customers equipment and our technician’s maintenance of their equipment.

This position will engage customers for sales/service work to help support our regional and corporate goals to expand the region. This position will be part of the regions succession planning and ensure that there is coverage in absences of the General Manager.

Essential Functions:

• Daily Reporting to Regional MGR on all updates
• 24/7 availability to phone for emergency call outs
• Scheduling of all field service technicians
• Daily interaction with our field technicians assisting in all facets of their work
• Ensure all costs and billable materials are on the calls along with monitoring billable/indirect time.
• Submit all warranty items within the timelines.
• Maintain daily contact with customers to confirm work, schedule and progress of each job
• Training for new systems and assist with new technology for the technicians
• Review and confirmation of all work orders from the technicians in order to bill appropriately per job, either time and material and or quote
• Meet or exceed budget goals; responsible for delivering expectations on all goals surrounding expenses and revenues to maintain established profit margin.
• Manage and promote Parts and Service for assigned regions; ensure maximum utilization of Mi-Jack facilities and Staff.
• Generate Service KPIs to measure productivity, profitability, and efficiencies for assigned service region.

Additional Responsibilities:

• Log and confirm full safety orientation and requirements for all technicians monthly
• Maintain existing service contracts
• Communicate daily with sales team/management on the status of jobs and customer concerns.
• Maintain and enhance own product and technical knowledge in the heavy equipment and crane industry.
• Follow-up on leads and application opportunities.
• Product support for customers
• Actively work to hire, develop, maintain and build a cohesive team 
• Ensure compliance in all safety, health, and environmental regulations, policies and procedures for a goal of zero incidents and injuries; Assist in delivering required training to ensure that all coworkers have the necessary skills to perform their jobs properly and safely.
• Communicate consistently on all activities to appropriate individuals (internal & external).
• Advise management of any potential service issues as soon as possible.
• Provide back-up as needed for other positions
• Special projects or work as assigned 

Experience/Training/Education: 

Required:       High School Diploma or equivalent required.

                        5 years of industry related work history.

                        Strong customer service background

Desired:         Associates or Bachelor’s degree

Knowledge/Skills/Abilities:

Strong managerial and leadership skills required.  Knowledge and understanding of field and shop service scheduling, parts procurement, service sales, and financial acumen.  Knowledge of industrial equipment repairs. Requires knowledge of workplace safety. Must have a good understand of Microsoft Office applications experience with one or more ERP systems (ideally Epicor E10). Experience with Salesforce CRM and Salesforce Field Service Lightning. Competencies include but not limited to Business Acumen. Communication Proficiency. Problem Solving/Analysis. Project Management. Strategic Thinking, Employee Engagement, Customer Service.

Physical and Environmental Elements:

Employees work in office, shop and field environments with potential numerous hours sitting and working using computer and telephone.  When working in field or production environment will have exposure to noise and machinery. Accurate hand/eye coordination is required.  Finger dexterity is required, as well as hand strength, with the ability to grasp, lift, push and pull.  Position may be required to lift up to 30 lbs.

Special Requirements/Certification:

N/A

Lanco is an equal opportunity employer.  All employment-related decisions, including but not limited to hiring, compensation, promotion, discipline (including termination), evaluation, training and development opportunities, etc., are made without discrimination on the basis of race, color, sex, sexual orientation, gender-related identity, pregnancy, national origin, ancestry, religion, age, military status, protected disability, citizenship, genetic information or any other category protected by applicable law.