Service Manager - TESTING ONLY

Guide and direct the activities of the service team to ensure tasks are completed effectively and efficiently. 

• Performance Management: Monitor employees’ work, including routine ride-alongs and technical evaluations, provide feedback and performance reviews, and address any issues to improve employee satisfaction and efficiency. 

• Training & Development: Train new employees in company procedures, safety, and work processes to ensure a competent workforce. Continuously develop team with technical, safety and quality advice and training.

• Staffing: Work with Area Manager to manage staffing needs, including hiring and evaluating employees, to maintain a motivated and competent team.

• Customer Service: Ensure the highest quality of customer service and customer satisfaction by addressing concerns promptly and effectively.

• Relationship Building: Build and sustain strong, positive relationships with customers, clients, and other stakeholders, including manufacturing reps and dealers. 

• Problem Resolution: Act as the primary point of contact for resolving customer complaints and other service-related problems in a fair and consistent manner. 

• Service Delivery: Oversee all services and operations to ensure business needs are met and service requirements are satisfied.

• Policy & Procedure Implementation & Development: Implement and enforce service standards, policies, and procedures to enhance service delivery. Work with Area Manager to develop any new / needed policies or procedures.

• Performance Monitoring: Track and analyze service metrics, such as response times and resolution rates, to identify areas for improvement.

• Process Improvement: Continuously evaluate and improve service delivery processes to increase efficiency and effectiveness.

• Inventory Management: Oversee all activities related to a company’s inventory for designated shop. Ensure materials and products are available when needed while keeping costs under control.

• Fleet Management: Manage and keep maintenance records for all vehicles assigned.

• Industry Knowledge: Stay updated on industry standards, new innovations, materials, tools, and processes to benefit the company.

• Compliance: Ensure that services are delivered in compliance with relevant laws, regulations, and industry standards.

• Quality: Ensure that services are delivered at the expected level of quality of workmanship.

• ISO: Understand and mentor team on ISO requirements. Ensure that services provided under our ISO program are assigned to qualified technicians and that their work meets the appropriate standards.

• Leadership: Take a proactive approach to safety with your team and provide routine toolbox talks.

• Mentorship: Monitor and coach your team on safe execution of job duties. 

• Compliance: Implement and follow any and all applicable safety checks (daily, monthly, etc.) as required.

• Be an Example: Champion safety and participate in all applicable corporate drug and alcohol testing programs and fleet safety programs.

NEITHER THIS JOB DESCRIPTION NOR ANY OF ITS TERMS ARE INTENDED TO CREATE A CONTRACT OF EMPLOYMENT OR CONTAIN THE TERMS OF ANY CONTRACT OF EMPLOYMENT. THE COMPANY RETAINS THE SOLE RIGHT TO CHANGE, AMEND, OR MODIFY ANY TERM OR PROVISION OF THIS JOB DESCRIPTION WITH OR WITHOUT NOTICE.