JOB PURPOSE:

• Manages service operations within the company to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction.
• Grows profitable service labor sales and exercises disciplined expense control.
• Attracts, retains, and effectively engages department personnel.

SUPPLEMENTAL DUTIES:

• The Service Department Manager plans, directs, or coordinates activities designed to create or maintain a favorable public image or raise issue awareness for the company or client; or if engaged in sales functions, plans, directs, or coordinates activities to solicit and maintain client/sales for the company.
• Must plan, direct, & coordinate supportive services for the Sales Department.
• This position is responsible for the continuous customer service improvements, the company’s spot-free reputation, and ensure the company’s quality assurance of our customers’ needs are being professionally and immediately handled by performing the duties personally and/or through subordinates.
• Duties may include keeping records, distributions, and planning & maintaining the Sales Department administrative needs are implemented, coordination of issues are resolved and follow-up with customers on up-dates of services, repairs, maintenance, or problem resolutions are handled timely and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop, communicate, enforce and monitor effective Service Department Processes to ensure internal and external customer satisfaction
• Create annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
• Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals
• Coordinates customer clinics, field days and related promotional events
• Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge
• Reviews work orders for completeness and accuracy prior to customer billing 
• Ensures all departmental tools , equipment and vehicles are in good working order
• Works effectively with HR Department to manage employee developmental activities , proactive recruiting and staffing to grow the Service Department

SUPERVISORY REQUIREMENTS:

• Accountable for managing people, setting direction and deploying resources; typically is responsible for performance evaluation, pay reviews, and hire/fire decisions
• Results are primarily achieved through the work of others, and typically depends on the manager’s ability to influence and negotiate with parts of the organization where formal authority is not held
• Progression within Career Band reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities
• Accountable for business, functional, or operational areas, processes or programs
• Accountable for departmental safety training is provided to all employees, with assistance from a safety coordinator or HR, as needed.
• Demonstrate commitment and understanding of safety through team meetings, praise, and by setting an example.
• Ensure compliance with applicable occupational safety and health regulations.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

• A Bachelor’s Degree in Business and 3+ years of experience in Service Department operations or equivalent experience of 7+ years in customer service to include Service Department operations and management.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements are representative of the knowledge, skill, and/or ability required.

PREFERRED SKILLS AND ABILITIES:

• Excellent communication skills are required, both written and oral
• Skills and ability in excellence in customer service is required
• Negotiating skills and sales skills; ability to sense and relate observations to business opportunity
• Skills to operate (i.e.; Sales Force/Visual Enterprise/Microsoft Office/ECI) software programs specifically tailored to sales and customer service functions, such planning and management systems
• Basic understanding of financial principles relative to Service Department operations
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends if necessary to meet deadlines
• Excellent customer service skills
• Must maintain a valid Colorado Driver’s License, ability to obtain a US Passport, and may be subject to a Background Check.

AMERICANS WITH DISABILITY SPECIFICATIONS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

• Ability to read, analyze and interpret general business professional journals; sitting, standing, lifting, working long periods on a computer, and some travel appropriately 25% maximum (sales fairs/customer service meetings/presentations/conferences, etc.).
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger; handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally lift and/or move 25 – 50 pounds.
• Reaching above the shoulder heights, below the waist or lifting as required to repair or perform maintenance work throughout the day.
• Proper lifting techniques required.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• The work environment characteristics of a manufacturing company described here are representative of those an employee encounters while performing the essential functions of this job. The performance of this position may require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. The noise level in the manufacturing site is usually loud, while the work environment is usually moderate. In addition, performance of this position may require travel to customer sites and being exposure to outside weather conditions, farming sites where the use of personal protective equipment such as safety glasses, hard hat, etc. and mandatory hearing protection, while servicing customer equipment or problem solving specific matters. For the most part, the incumbent’s is typically around ambient temperatures, lighting and traditional office equipment as found in a typical office environment.

APPLICATIONS

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