Service Operations Mgr-I (M)

PRIMARY FUNCTION:

Responsible for the overall manpower growth, team development and customer experiences of the Compact Construction Shop, Hydraulic Cylinder Shop, Hydraulic Pump Shop and Hydraulic Product Support Sales Team. Serve as primary liaison between Raleigh Service Department, the customer, and other departments of the Company on matters pertaining to Construction Shop repairs. Oversee your Service Management Team to ensure maintenance of customer credit policies and timely resolution of customer complaints. Promote goodwill, good customer relations, safe work practices, efficient operation, and excellent workmanship.

ESSENTIAL DUTIES:

1. Control expenditures to budget, monitor financial reports and required profit for total service divisions for all branches.
2. Resolve customer complaints by taking prompt and appropriate action to maintain excellent customer relations. Encourages associates to be fair, courteous, honest and appreciative for our customers’ business.
3. Controls Field Operations by daily monitoring and controlling labor and parts cost to meet required profit objectives.
4. Develops and monitors Service Shop Operations in order to control labor and cost to meet required profit objectives.
5. Ensures productive scheduling and dispatching of all service technicians to perform daily service/repairs.
6.       Monitors work order closings to ensure invoicing occurs within 7 days of last work activity on each job on all accounts checking for accuracy, completeness, and ensuring timely processing and closing.
7.       Monitors all warranty work orders for proper administration of claims to manufacture and works directly with the warranty analyst to ensure the highest level of warranty recovery possible.
8. Ensures all warranty and policy decisions are mutually fair to the customer, the manufacturer and Gregory Poole.
9. Adequately ensures offices, shops, yards, vehicles, tools and other company property are properly   maintained in a professional and safe manner to promote excellent customer service.
10. Assures compliance of corporate policies.  Monitor all phases of the department’s operations, performance and customer satisfaction.
11. Performs employee evaluations and insures proper administration of wages and salaries.
12. Assist in training and mentoring of other managers reporting to this position (i.e. Field Service Manager, Power Quality & Controls Manger, etc.).
13. Schedules all needed training classes for technicians and other personnel under their direct reporting level.  
14. Prepares annual service department budget and objectives and capital expenditures requests.
15. Provide technical assistance for service departments when needed.
16. Maintains managerial contact and support for technicians, resolving various problems and promoting customer contacts and participates in meetings to promote all manufacturers that GPEC represent.
17. Assists sales department with special projects and technical problems when needed.
18. Work with various departments within the company, such as:  Human Resources Department for personnel information and compliance with regulations; Credit Department for opening new accounts, collections, and problems;   Rental and Used              Department for pricing and repairs; and Accounts Payable Department for financial statement accuracy.  Assures intra-company relations to strengthen the Company. 
19. Ensures maintenance of company credit policies.
20. Conducts informative department and branch meeting.
21. Serve as prime liaison between parts, service, sales, and customers.
22. Participates in development of divisional policy, goals and objectives.
23. Direct backup for management decisions needed in the absence of the General Service Manager, as needed.

MINIMUM REQUIREMENTS:

Education:

A four-year college graduate in business or related field with at least seven years of service industry experience and three years managerial experience or an associate’s degree with nine years of service industry experience with three years of managerial experience. Or an equivalent combination of education and experience may be considered.

Work Experience:

Basic accounting knowledge needed in this position.  Person needs to posses previous experience and knowledge of similar equipment design and repair. Experience in managing people is a must.

Physical:

Must be able to sit and use the telephone and P.C. for extended periods of time.

Must be able to periodically travel, mainly day trips, to customers and for other business purposes; Some overnight stays could be needed for training or conferences out of town.

Other:

This position requires an aggressive, personable, service-oriented individual with a technical aptitude who is self motivated, well organized, mature and possesses sound business sense.  Good customer relations is a must;

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.