Service Manager

Overview

The Service Manager leads the Service Technicians who perform on-site services including installation, maintenance, and repair of our equipment. They oversee the scheduling and training of Service Technicians and develop methods, guidelines, and policies to facilitate efficient service delivery and installation. Ultimately supporting the service, sales, and operational goals of the business that provide a strategic benefit to the company.

The Service Manager role will be assigned a territory within their designated region and will be responsible for servicing, maintaining, and growing accounts in a variety of different areas while following the Alliance Laundry Systems quality standards policies and procedures.

• Directs the Service Technicians to effectively perform the functions of equipment repair, installation, start-up, operation, and other duties as required to ensure customer satisfaction.
• Reviews Service Technicians’ work to ensure quality of work meets the established standards, techniques, and safety requirements; makes recommendations on requirements to improve quality and productivity.
• Manage staff relations including mentoring, training, and issuance of discipline.
• Develop and monitor budget, goals, and objectives to ensure departmental profitability.
• Maintains communication with vendors and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the Service Department
• Reviews work orders, invoices, and time reports for accuracy, and to ensure timely cash flow and maintain minimal account receivables.
• Specifies and makes sure that required parts are ordered in a timely fashion to ensure work deadlines are met.
• Monitors service vehicles to ensure they are in an acceptable condition to allow technicians to efficiently work out of the vehicle, and that an adequate inventory of parts and material are maintained.
• Keeps current with latest factory OEM training on current products, coordinates Service technician training and maintains training records to ensure personnel maintain proficiency in preventive maintenance, start-up, troubleshooting, and repair of supported equipment.
• Other tasks and responsibilities as required to maintain efficient department operations.

Education and Experience:

• Bachelor’s degree in business, Operations Management, or related field preferred.
• 2+ years of mechanical repair experience; laundry equipment experience preferred with working knowledge of electrical testing tools and/or other diagnostic/programming tools. 6+ years of work experience in management, leading a service team in a high-volume organization, strongly preferred. Equivalent combination of education, training, and experience will be considered.
• Working knowledge of management software programs including ERP Systems, Quick Books and SAP strongly preferred.
• Proficient computer skills including using Microsoft Office Suite.

Skills and Abilities:

• Strong analytical skills: able to gather and analyze large amounts of data, identify goals, explore, and select solutions, evaluate results, implement change, and report activities to upper management.
• Strong Mechanical Acumen;
  Ability to identify, diagnose, troubleshoot, and resolve mechanical and electrical issues. Ability to read, interpret, and understand electrical and mechanical drawings.
• Sales and business acumen;
  Ability to grasp understanding of business models and key drivers quickly;
  Ability to delegate responsibilities while maintaining organizational control of daily operations and customer service.
• Leadership skills: demonstrates trust and respect for others, looks for ways to build positive relationships on the work team, able to communicate expectations and coach and develop employees for success.
• Solid organizational skills;
  Ability to self-manage workload and multiple projects simultaneously while managing and meeting tight deadlines. Excellent written, verbal, and interpersonal communication skills;
  Communicate effectively and professionally across all levels of the…