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Service Manager- Construction Equipment

Service Manager- Construction Equipment

Job Description

Basic Function

Responsible for the efficient and profitable operation of the service department and insuring complete customer satisfaction on a daily basis across all represented product lines.

Responsibilities

  • Coordinate with Product Support Manager the daily field service work within service department in terms of manpower and equipment

  • Control and direct activity for the field service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service vehicles are in compliance with determined safety requirements.  Communicate with supervisor as to updating tools when relevant for off site repairs

  • Schedule PIP improvements to be done in the field

  • Maintain driver qualification files on all field technicians as per DOT regulations

  • Coordinate trouble shooting diagnostics with technicians and manufacturer

  • Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels

  • Resolve customer/service problems in a prompt and efficient manner, this includes on site information, directions to work site, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up.  This is to minimize customer inconvenience and maximize the dealership's business image with the customer

  • Actively communicate status of repair work with customers and or internal department managers

  • Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exceptions

  • Coordinate with parts department for all road parts requirements, including pre-pulling and ordering parts

  • Efficiently process all field service work orders from order status to invoice status and maintain efficient control of technicians hours

  • Submit all warranty documentation with respective manufacturers.  Monitor the warranty until final credit memo is issued

  • Document factory recall procedures and update appropriate departments via correspondence as needed

  • Review, coordinate and attend with Product Support Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry

  • Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits.  Provide guidance and direction to employees to assist in their professional development

  • Individuals must comply with all safety requirements and be able to lift and move up to 70 lbs.

  • Make yourself available for overtime, understanding the equipment repair business may call for it from time to time

  • Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances

  • Cross train for product knowledge and procedures for all products represented by Jesco.

      PERFORM other related duties as assigned

Job Requirements

Skills


Oral Communication Skills

Written Communication

Technical Communication

Reading & Math Skills

Computer Literacy

Customer Relations

Diplomacy

Professionalism

Time Management


Education/Training/Licenses

Degree:  Associates Degree or Equivalent Experience

Valid Drivers License – Must meet underwriting requirements

 

Experience

Prior service management and/or customer service experience helpful.

  

Job Snapshot

Employment Type Full-Time
Job Type Management, General Business
Education 2 Year Degree
Experience At least 3 year(s)
Manages Others Yes
Relocation No
Industry Construction
Required Travel Not Specified
Job ID Service Mgr WP
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Service Manager- Construction Equipment


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