Raleigh Specialization Shop - Service Manager III

PRIMARY FUNCTION:

Manage the activities of the Raleigh Construction Shop associates.

Serve as the primary liaison between the service shop, the customer, and other departments within the company on matters pertaining to shop repairs.

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:

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 components 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 repair being performed.


* Manage the billing process to ensure accuracy and fairness.

Fully document repairs accurately and professionally.


* Administer Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.


* Manage the customer notification of all PIP and PSP repairs.

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



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

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.


* Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work.

Administer all C.O.D.

transactions.


* 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 shop operations.

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

Personnel Development


* Recruit, hire, and retain qualified talent to service our customer's machines.


* Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.


* Provide regular career planning sessions with employees to assess performanc...