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Dodge City, KS 67801
The Service Manager provides leadership and assumes accountability for the people they manage, and the performance of their service operations. Responsible for financial and operational results for the department, adhering to company values and policies, and promoting satisfaction of all stakeholders including employees and customers.
Job Responsibilities (ranked in significance):
Company Values: Ensures all company values are adhered to and promoted. This would include leading by example and participation in employee recognition programs.
Financial Objectives: Achieves the financial objectives for the service department, including revenue, margin, expense, and operating profit. Develops annual financial plan in concert with the Store Manager. Ensures each individual in his department have goals such as efficiency, that relate to the overall financial goals of the department.
Operational Objectives: Achieves or exceeds all assigned operational objectives for the department, including work in process, warranty, training, and efficiency objectives. Adheres to all internal and manufacturer requirements, procedures and timelines. Organizes job scheduling for the most efficient performance of the department. Ensure all paperwork is completed in a timely and accurate manner. Flat rates jobs, opens and completes work orders as required. Ensures all customers are called before invoices are sent.
Employee Recruitment: Accountable for recruiting new personnel for the service department, leveraging local candidates, job fairs, internet sites, and technical schools. Follows defined recruiting processes to ensure candidate competency and legal requirements
Employee Performance and Development: Responsible for effectively managing and motivating all service personnel. Ensures all employees have an individual performance / developmental plan including efficiency targets and good work habits; conduct professional formal annual evaluation each year for all employees; take corrective action as needed in conjunction with Store Management and HR. Ensures all employees are compliant with required vendor training.
Trucking Operations (if applicable): Responsible for the efficiency and safety of trucking operations, including optimum scheduling, customer satisfaction with service, and fleet maintenance.
Employee Satisfaction: Ensures high level of employee satisfaction as measured by employee surveys, management location reviews and employee conversations. Ensures adherence to company communication guidelines and responsiveness.
Customer Satisfaction: Ensures high level of customer satisfaction as measured by customer surveys, feedback from calling customers on billings, customer events and interactions, and random customer contact. Take effective action in a non-confrontational manner, to resolve any customer questions or issues that occur.
Retail Operations: Ensures location is staffed appropriately for all weekday, weekend, and afterhours support. Assists Store Manager as needed in overall facility maintenance and upkeep.
Personal Development: Stay current with education of new products, vendor / warranty requirements and processes.
Administration: Ensures all corporate policies and procedures are followed, including Accounting, HR, and other operational requirements.
Marketing: Helps Sell KanEquip Service to the local market. Responsible for creativity and execution of local marketing activities, including customer events, vendor events, local advertising, and participation in regional / corporate activities as needed. Responsible for optimizing programs such as WinterFix for their store.
Facility Management / Safety: Ensures the service department is kept clean and orderly. Repair and acquire tools, shop items within authority capability; recommend larger improvement projects to Store Manager for consideration. Ensure a safe environment for all employees, ensuring employees follow safety practices in the department, and appropriate safety training is periodically conducted. Ensure all shop vehicles are clean and maintained per guidelines.
Communications: Ensures good communication with all location personnel, particularly technicians, service writers, salespeople, parts personnel. Ensure good feedback to parts personnel on stocking levels, and sales personnel on equipment status and priorities. Maintain excellent relationship with other stakeholders including vendor service representatives
Policy / Procedures: Ensures local operation is in compliance with all policies / procedures.