What are the responsibilities and job description for the Service Manager position at RAKA?
RAKA Rentals is expanding its footprint in the Midwest Region and we’re looking for top talent to grow and serve our customer base. At RAKA Rentals, we believe that authentic relationships are the driving force of our success…we value the relationship over the transaction. This personalized approach gives us an opportunity to serve the local communities that we live and operate in by providing tailored equipment rental solutions.
RAKA Rentals is looking for a Service Manager to lead the product support efforts and manage service operations to attain parts and service revenue goals while improving overall GP and profitability for the region. This extremely important position drives customer satisfaction and loyalty strategies in order to facilitate customer growth. This includes safely managing a team of experienced and highly productive Technicians to best serve RAKA Rentals loyal and growing customer base.
If you have any questions prior to applying, please reach out to our Recruiting team at recruiting@rakagrp.com or 402-891-7555.
PRIMARY JOB DUTIES*:
Acts as primary contact for customers in all matters pertaining to service and parts such as technical issues, diagnosing equipment failures, invoice and repair inquiries, etc.
Open, manage, and close service calls within the branch, and manage open Work In Process on a daily basis. Coordinate with internal resources to ensure processes are followed to allow timely billing to customer after each service is completed – daily labor entries by technicians, parts inventory accuracy, etc.
Initiates contact with customer regarding current and future service needs by reviewing service history, warranty records and product improvement and support programs. Makes policy and re-work decisions based upon best interest of RAKA Rentals and customer.
Plans, manages and controls all service-related activities associated with service repair work including effective execution of preventative maintenance scheduling program and customer satisfaction initiatives.
Oversee and manage all rental fleet within assigned area of responsibility, ensuring routine maintenance is scheduled and performed, while meeting repair and maintenance targets.
Ensure all warranty claims are filed per respective OEM requirements, including submission within stated timeframe.
Strives for constant improvement and development of service department by researching and developing new techniques and procedures to increase overall efficiency of service department operation.
Manages employees within the department including but not limited to hiring, training and developing employees, delegating work assignments, writing and conducting performance appraisals, coaching and counseling employees, and administering disciplinary procedures.
Develops and expands relationships with existing clients by analyzing financial needs in order to sell and cross-sell products and services in support of established branch revenue/profitability and customer acquisition/ retention objectives. Resolves escalated customer issues. Follows-up on customer satisfaction survey results.
BENEFITS:
Medical (and FSA/HSA plans), Dental, Vision Insurances
Paid Vacation and Holidays
Company-paid Basic Life Insurance
Supplemental Term Life Insurance
401(k) with Profit Sharing
Tuition Reimbursement and In-house Training Dept.
Paid Military Leave
Short and Long-Term Disability
Safety Glasses and Boot Program
ABOUT RAKA RENTALS:
The RAKA Rentals business model was forged to serve the growth in our local communities. We begin with a customer experience that values the partnership over the transaction. Our personalized approach to developing relationships allows RAKA Rentals to provide tailored equipment rental solutions to those who strengthen our communities.
RAKA Rentals is an equal opportunity employer and affords equal opportunity to all applicants for all positions. RAKA Rentals shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.
The job duties listed in this job posting do not constitute a complete and exclusive list. RAKA further reserves the right to modify job duties, at any time and in its sole discretion, to meet the needs of the Company.