Service Manager I

PRIMARY FUNCTION:



* Service customer repair needs and equipment in a timely and professional manner to ensure Customer Satisfaction.



* Manage company resources to maximize Financial Performance in terms of profit, productivity, Efficiency and return on capital.



* Manage people, space, tools, and money to optimize Resource Deployment.


* Create a stimulating environment to provide for Personnel Deployment.



* Maintain a safe environmentally responsible workplace to ensure Regulatory Compliance.

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 equipment 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.



* Inspect customer equipment whenever possible to provide a professional assessment to the equipment's condition.

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


* Monthly Review of KPI Metric and review of CI boards


* Conduct Weekly Toolbox Talks and previous week's accident review with technicians.

Financial Performance


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


* 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 insure maximum returns.

Plan and schedule routine maintenance insure EPA and OSHA/MSHA/DOT compliance and plan for future expansion.


* Review and approve of all performance reports.

Insure that reports accurately reflect actual expenses.

Make the necessary journal entries to correct any discrepancies.


* Business Planning - Develop an annual plan including budget (proforma); capital requirements; manpower requirements.

Resource Management


* Schedule all shop operations.

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