Service Manager

Branch Service Manager

Position Purpose

Contribute to making Southern States TOYOTAlift a leader in the material handling industry by maximizing customer satisfaction by creating and maintaining service operations, which are responsive to customer and technician needs. This includes timely, high quality service operations at competitive costs to the customer while maintaining sufficient profit margins and professional image for Southern States TOYOTAlift.

Major Tasks, Responsibilities and Key Accountabilities

To support Technicians, service department associates, and branch management in the following ways:

Provide training on all company functions: policies, procedures, timekeeping, and safety; ensure that these items are being adhered to:

• Work to eliminate waste and lost time through training and coaching
• Maintain SSMH’s high company standards and ensure that all Technicians are taking care of and protecting the customers’ interests, and living up to our company standards
• Give assistance to all team members via phone and in person, as needed. When assisting team members, keeping time per company guidelines.
• Manage the WIP Reporting – delegate responsibilities as necessary
• Effectively manage service coordinator and dispatch team to include assigning tasks, setting team goals, and time/attendance recording.
• Monitor and encourage superior customer communications skills for all service department personnel.
• Possession of strong communication skills; ability to communicate successfully with a wide variety of individual personality types
• Conferring with customers as required for problem/solution resolution and proper supervision of equipment repair and maintenance.
• Take initiative in developing new methods and procedures for the service department as required
• Assist in technician performance reviews, and complete service team reviews
• Ensure all technician time cards are complete and accurate
• Monitor return to branch work orders and completed work orders for billing daily
• Conduct van inspections after each Technician meeting
• Participate in “ride-alongs,” as directed by branch management
• Participate in and bring value to all monthly team meetings
• Provide Branch Operations Manager with technical expertise, as needed, during customer disputes
• Report any Technician, employee, or customer safety or ethical issues that could result in harm to our company or our reputation
• Any task assigned by the BOM, Director of Service, GM, or VP of Ops
• Ability to work in a constant state of alertness and safe manner

Qualifications

• Prior company experience as a Road Service Technician or previous Service Manager experience
• Proficiency with MS Office including Word, Excel, Outlook
• Windows XP knowledge
• Demonstrate above average time management, organizational, and follow-up skills
• Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments
• Excellent verbal and written communication skills
• Positive people management skills
• Customer-focused with exceptional customer service skills
• Ability to effectively present information and respond to questions one-on-one and in small groups with customers, managers, and other employees
• Critical thinking and problem-solving skills
• Valid driver’s license with clean driving record

Education and Experience

• High school diploma or GED
• Technical school coursework in electrical, mechanical, or automotive field is preferred
• 5 years related work experience or combination of education and work experience

Nature and Scope

Position reports to the Branch Operations Manager with accountability to the Branch Manager

Environmental Job Requirements

Working environment consists of working at a desk setting using a computer. Occasional walking in shop area, and other areas of the facility are necessary. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Comfortable shoes should be worn depending on the work environment. The painting and shop areas can be dusty, noisy, and drafty depending on weather conditions as these areas are well ventilated and open to outside air. Work near moving mechanical parts 10%; Fumes or airborne particles 30%; Toxic or caustic chemicals 10%

Physical Job Requirements

Majority of this position requires sitting at a desk utilizing a computer, monitor, and phone - 40%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position - 40%. There is minimal outside exposure in this position, however, depending on employee needs, it may be necessary for the employee to spend time in the shop to answer a question - 10%. Of an 8-hour work day, time would typically be spent doing the following: standing 5%; walking 5%; sitting 80%; using hands 100%; reaching with hands and arms 5%; stooping, kneeling, crouching, or crawling 1%; hearing or talking 100%. In this position, moderate noise is expected, examples include typical business office noise from with computers and printers and exposure to noise from light traffic. Distance/near clear vision is critical. Ability to lift up to 10 lbs.

Job Description

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.

About Southern States TOYOTAlift – Toyota Industrial Equipment

We are Florida & Central Georgia's source for Material Handling Solutions with 9 branches in Tampa, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta, complimented by a full fleet of deployed mobile service technicians. For over 60 years we have been a leading provider of Toyota forklifts. We offer a single source solution for new and used material handling equipment sales and equipment rentals. Additionally, we offer OSHA compliant operator training and forklift parts and maintenance to ensure customers stay productive and profitable. Toyota has been the number-one selling lift truck in the U.S. since 2002.

Southern States TOYOTAlift is proud of our workforce who support and contribute to the company. We seek people committed to excellence with talent, skill, innovation. We offer a competitive salary, comprehensive benefits and a pleasant and challenging working environment. We are committed to innovation, quality, customer service and talent.

Our Values:

Honesty, Initiative, Teamwork, Competency, and Hardwork

Our Purpose - To help our client customers achieve competitive advantage and improve their profits, safety, and productivity.

Our Vision - To be the most successful and respected material handling equipment distributor in the U.S.

Our Mission - To sustain continuous profitable growth by providing the best customer experience.

Benefits Offered:

• Competitive salary, incentive programs, and service rewards
• Ongoing training and employee recognition
• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• Paid vacation and personal time
• 401(k) retirement plan with company match
• Company cell phone