Service Manager II

PRIMARY FUNCTION:

Manage and direct the activities and resources of the Construction Service Department in a manner which contributes to the company's business objectives while maintaining maximum customer and associate satisfaction with our products, services and operation.

Bilingual English/ Spanish Preferred

ESSENTIAL DUTIES:

Customer Satisfaction


* Serve our customers in a timely, professional manner and provide high quality services at a value-based price.


* Provide prompt response to customer needs and minimize downtime.

Turn customer machines around in the shortest amount of time possible.


* Ensure that the work we do is done right the first time.

Minimize rework.



* Maintain daily contact with the customer to keep them apprised of the status of the repairing of their machine.


* Be available to support customers 24 hours a day providing over the phone troubleshooting, equipment specifications and transportation regulation guidelines.


* Manage PM ,TM&R and on-site maintenance programs for the department.


* Manage all special labor agreements for the department.


* Manage the billing process to ensure accuracy and fairness.

Fully document repairs accurately and professionally.


* Administer Warranty/Policy Guidelines for both Cat and Allied equipment to minimize customer expense while protecting our relationships.


* Manage the customer notification of all vender requested repairs.

Assist the customer in scheduling these repairs at a mutually convenient time.



* Inspect customer machines whenever possible to provide a professional assessment to the machines condition.

Make recommendations for needed repairs, maintenance procedures and operating parameters.


* Ability to work with and coordinate jobs through the Rental Coordinator & Asset Manager while reporting directly to Branch/Service Manager.

Financial Performance


* Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.


* Manage company assets, including facilities, vehicles, equipment, tooling and personnel to minimize return of capital.


* Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.


* Manage company assets including vehicles, equipment and tooling to ensure maximum returns.

Plan and schedule routine maintenance, ensure EPA and OSHA compliance and plan for future expansion.


* Review and approve of all performance reports.

Ensure that reports accurately reflect actual expenses.

Make the necessary journal entries to correct any discrepancies.

Resource Management


* Schedule all construction service operations.

Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.


* Manage the ma...