Service Manager-Milford

General Summary

Manage the service department and staff to ensure the highest level of customer satisfaction.

Essential Job Functions

• Oversee the appearance and organization of the service department and associated outside areas.
• Interact with customers to ensure a positive experience.
• Continuously refine the service department processes to enhance experience by the customer.
• Monitor service technician goals to maintain an appropriate level of service. Update service goals board and report results to team and management.
• Coach Service Technicians to improve performance, safety and enhance technical skills. Create a sense of teamwork in the department and across other departments. Review ideas from staff, discuss year-end results and provide encouragement while maintaining a positive attitude.
• Stage service work and parts for team to ensure daily goals are achieved.
• Oversee warranty claims and ensure 100% of labor and parts are recovered.
• Ensure work orders are completed with required information. Follow up on availability of ordered parts.
• Evaluate tools and equipment to ensure good working condition.
• Ensure all equipment repairs are tested under extreme operating conditions and that problems as indicated on work orders have been properly repaired.
• Ensure each piece of repaired equipment is inspected for other issues using appropriate Maintenance Inspection Checklist. Notify customer if additional issues are discovered and obtain consent to complete additional repairs.
• Meet with management to discuss year-end results, improvement processes, employee issues and improvement plans to correct performance issues, goals and objectives and to discuss marketing/sales promotions.
• Update service reference materials (bulletins, manuals, publications).
• Ensure Service Technicians maintain a clean and orderly work area by keeping tools, equipment and supplies in proper places, that they minimize waste and properly dispose of waste material and that they perform all related cleaning of equipment and work areas according to Housekeeping Plan and SSC procedures.
• Ensure Service Technicians perform work safely so as to not cause harm to themselves, customers, co-workers, equipment or inventory. Ensure they utilize Personal Protective Equipment (PPE) as required. Ensure all equipment is operated according to SSC policy and regulations. Ensure compliance with OSHA regulations, Southern States Environmental Health and Safety (EHS) standards, work rules and policies.

Supervisory Responsibility: Provide leadership and guidance to service technicians. Evaluate and manage the performance of those individuals.