Service Manager - Greensboro, NC

Job Summary

The Branch Service Manager is expected to lead their team to success and overcome every challenge and adversity that presents itself to do so. As a leader in the service department the Branch Service Manager must be well familiar with all service department processes. This position will be responsible for the following:

• The Branch Service Manager will guide the service team as needed in service processes, paperwork flow, and planned maintenance completion under the direction of the Corporate Service Manager.
• The Branch Service Manager will arrange for the re-delegation of branch service tasks when a member of administration is out or fill in for that position as needed. The capability of stepping into the role of any service administration position is a must.
• The Branch Service Manager will monitor the Work in Progress of all service jobs at the respective branch to keep the WIP to an absolute minimum.
• The Branch Service Manager will have the assignment of quoting, oversee the quoting, and obtain guidance for quoting all service jobs at the branch. Then making sure the job stays on quote (or the customer is advised of changes) using the administration and technician personnel as a team.
• The Branch Service Manager works with the Parts, Rental, Product Support, Sales, and Accounting departments to help achieve the mutual goals Tri-Lift has established.
• The Branch Service Manager takes the lead in resolving parts issues so that the technicians can proceed with their tasks without delay.
• The Branch Service Manager will monitor and help procure purchase orders from customers as needed by monitoring administrative personnel and getting directly involved when necessary.
• The Branch Service Manager will have a large role in processing warranties working with the service team to keep warranty claims accurate and flowing.
• The Branch Service Manager will assist the shop foreman and take the lead in communicating with customers about job progress.
• The Branch Service Manager will help Grow Tri-Lift by selling service and actively procuring new accounts. This may be through the direction of technicians, personal calls, and cooperation with product support personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed may be required as deemed necessary by your supervisor or service manager.

• Arrange to cover positions when a member of the service administration team is out by temporarily re-delegating assignments or directly filling in.

• Open road service work orders as needed. Close work orders when complete.

• Directing technicians how to comply with customers’ policy and procedures.

• Review and confirm accuracy of paperwork and terminology.

• Keep records and notes of work in progress.

• Communicate with customer with estimate time of arrival and follow up of service provided.

• Set planned maintenance with customer and efficiently with tech schedule.

• Work with parts department and technicians to insure that parts are ordered in a timely and correct manner.

• Schedule any short notice training for technicians as required.

• Focus on making every work hour a profitable hour for the company.

• Review tech time cards to ensure they are being kept up to date in real time.

• Ensure tech time cards correspond with work orders.

• Post techs time into the system properly when needed to fill that role.

• Make sure completed jobs are quickly moved along for processing.

• Complete final check of road service jobs and close.

• Check with each technician directly assigned to them at the end of the day and note all issues requiring priority attention.

• Recruit and hire technicians and admin personnel as per policy.

• Prepare the tech schedule for the next day.

• Verify that technicians are aware of any changes from their normal schedule.

• When using a company vehicle you are responsible for the safe operation of the vehicle and to follow all traffic laws. Company vehicles are to be used for company business only.

• Any traffic violations, citations, fines, related to driver’s…