Machine Service Manager

Overview

Responsible to set the standard for customer satisfaction as a Customer Service Representative. Schedules service department work activities among technicians, monitors work for completeness and timeliness, responds to customer service scheduling needs and answers their service questions, by performing the following.

Responsibilities

• Responsible for the overall financial performance that includes budgets and capital expenditures.

• Provide leadership direction to the entire service department. 

• Communicate and influence direct reports effectively to develop good working relationships and teamwork.

• Responsible for employee satisfaction utilizing turn-over metric, employee surveys and developing action plans.

• Aligns, partners, and collaborates with assigned HR representative to proactively manage staffing, workforce development, employee communication, employee relations and support / develop business unit objectives.

• Maintain customer satisfaction with timely and accurate communication - Interviews Service customers, analyze service needs and provide cost quotes, answer customer service questions and prepare work orders.

• Plans work schedule to meet work order commitments and assigns work to technicians and monitors progress.

• Provides decision-making support to technicians in the analysis and resolution of service/parts problems.

• Prepares customer invoice for work performed.

• Effectively analyze and proactively seek out all options to provide the best solution for the customers and Quinn.

• Elevate customer issues to Product Support Manager when appropriate.

• Responsible and accountable for maintaining and promoting a safe work environment.  Promote Safety First culture.  Complete Employee Injury Report promptly and accurately.

• Promoting a seamless product support to the customer to achieve Quinn Company objective of Caterpillars PINS target numbers.

• Demonstrate and promote Quinn Company core values of Integrity, Teamwork, Respect, Quality and Customer Service.

• Must be willing visit customers and suppliers. Must be able to work occasional weekends.

Supervisory Responsibilities

• Overall supervision of employees in a Machine Service Department. 

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. 

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance using the PADS process; rewarding and disciplining employees; addressing complaints and resolving problems.

#LI-Onsite

Wages

Starting wage will depend on experience and education. We also offer a total compensation package in addition to base salary. $86,500 - $100,000

Qualifications

Bachelor's degree in Business Administration or Mechanical discipline preferred, five year's heavy equipment experience or equivalent combination of education and experience. Experience to include supervisory and computer skills, and general mechanical service abilities.

Quinn is an Equal Opportunity Employer M/F/V/DV

Quinn Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status. Quinn Group, Inc. has established an Affirmative Action Plan to promote the employment and advancement of members of those covered groups identified by statute and regulations, including minorities, women, qualified disabled individuals and all Veterans and disabled Veterans