Service Manager

Job Details

Job Location:

Mt Pleasant, MI 48858

• Ensuring all SROs, SSBs, Warranty Claims, and Invoices are processed correctly and in a timely manner.
• Ensuring Spudnik Aftersales Standard Operating Procedures are being followed.
• Maintaining the cleanliness and organization of the Store to expected levels.
• Reviewing and approving SROs for accuracy to ensure correct billing, parts usage, and reasonable hours have been recorded.
• Overseeing scheduling and dispatching of Service Technicians.

• Hiring top talent.
• Ensuring employees receive the training and equipment needed to be successful in supporting customers in-store and in-field.
• Ensuring all Technicians understand and follow safety protocols.
• Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development.
• Resolving major performance issues through disciplinary actions, and terminations as needed.

• Being available and approachable so all Customers feel they can bring up questions and concerns.
• Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times.
• Proactively working with Customers to understand their equipment needs and then meet those needs through Machine Checks, maintenance advice, and upgrade options.
• Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.

• Increasing the number post-season and pre-season machine checks so customers become accustomed to this service.
• Marketing new upgrade kits, and other products and programs.

• Maintaining a broad awareness of machine population and Technician capability in the Dealer’s area, and supporting as needed to ensure a positive customer experience.

Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.

Other duties and responsibilities may be assigned as necessary.

• Experience managing field service or mechanical repair teams.
• Strong understanding of agricultural or industrial equipment.
• Excellent scheduling, time management, and prioritization skills.
• Strong customer service and communication skills.
• Knowledge of service documentation and warranty processes.
• Ability to train and enforce safety procedures.
• Familiarity with service management software.
• Prolonged periods of sitting or standing at a desk and working on a computer.
• Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.