Assistant Service Manager

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Title & Dept: ASSISTANT SERVICE MANAGER

Direct Supervisor:
Product Support Mgr (if applicable)

Those Directly Supervised:
Service Personnel at Branch Level J

Requisites: The individual in this position should be personable, a problem solver, a leader of people, ethical, intelligent and able to adapt to all of the forces around them - customers, suppliers, department managers, co-workers, and manufacturers personnel. The individual should have strong organizational skills, good communication skills, excellent customer relations skills, and good computer / systems knowledge. Additional requisites are good working knowledge of equipment operations and mechanical functions;

solid shop floor management knowledge; good understanding of financial reporting principles; a solid understanding of pricing principles and discounting effects; ability to give leadership in specialized repairs; supervisory and management training.

• Reports to VP-PS for all job responsibilities.
• Interprets and implements Service Department policies and procedures as specified by the VP-PS.
• Makes recommendations to the VP-PS in reference to the procedures, as they relate to the operations of the Service Department.
• Makes recommendations as it relates to growing and improving the Service Marketing effort.
• Review financial reports on a monthly basis - working with the VP-PS to insure that all goals and objectives are clear and understood and that a continuous effective plan is in place to control cost and to increase profitability.
• Insure that sufficient work is processed to maintain a high level of retail work and that proper measures are taken to achieve goals set.
• Take customer calls for field and shop work; accept jobs brought in for repair to the shop, and dispatch all Field Servicemen - as needed.
• Provide the direction and leadership required to achieve professional technical services at profitability and quality standards.
• Supervises the quality of work performed and sees that standards of performances are maintained. Conducts discussions with customer, supports the integrity and reputation of the company as applied to equipment and Service Department responsibilities.
• Knows at all times the status of current jobs and keeps the Sales Department and management informed of progress.
• Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage co-worker participation and personal growth.
• Assist the GM-PS in determining service repair methodologies and job flows to maximize the effectiveness, the efficiency and the quality of the repairs. Job Description - SERVICE MANAGER
• Monitor performance standards and measurements (reviews with Product Support Manager on a monthly basis).
• Develop and maintain all service efficiency and management reports and reporting methods.
• Observe service personnel in repair circumstances and provide the coaching necessary to develop diagnostic, safety, clean, efficiency and effective high quality work.
• Supervise all direct reports and provide individuals the guidance required for them to reach both their corporate and personal goals.
• Sees that shop tickets and work-orders are properly handled, that proper entries are made concerning time and overtime, and that parts and equipment used are accounted for correctly.
• Insures that sublet repairs are properly scheduled, completed and that the cost and payment associated with such work are in order.
• Insures that necessary shop tools and equipment are available and maintained in good order. That new machines and machines going out on demo are clean and in ‘ready-to-go’ condition. That follow-up service is conducted as required and in line with factory warranty.
• Assist safety director in seeing that we comply to all safety guidelines set forth by OSHA:
• See that co-workers are informed about safety rules and have proper safety equipment.
• See that CEC’s safety rules are enforced and keep a safe working area. This is to include keeping all equipment in a safe usable condition.
• Document all accidents and see that injured party gets proper…