- Computer Skills
- Mechanical Knowledge
- Retirement Plan
- Health Insurance
- Paid Time Off
Martin Implement Sales, an equipment dealer since 1945, has a fantastic opportunity for a service manager to join our team. We're a proud recipient of the Top Dealer award that's presented annually by SATISFYD; the customer survey service that serves as the barometer for the equipment industry. The position offers a base salary plus incentive pay and comprehensive benefits (insurance, paid time off, retirement plan, etc.). Come learn and work for a company that's considered one of the best in the business!
The role of Service Manager will be to meet or exceed financial goals, provide responsive customer service, maintain shop efficiency and conduct all work in a safe manner. These goals are achieved through appropriate utilization of service staff, quality repair performance and customer outreach through calls, visits & marketing. Managers must uphold the company’s standards and philosophies of integrity, work ethic and quality results.
Service Manager assignments at Martin Implement include but are not limited to:
Oversee service department operations; which include hiring and supervision of service personnel, work scheduling, staff training and ongoing meeting coordination, and discussions with vendor reps in regards to warranty and repair issues.
Lead, mentor and supervise service staff with daily activities and performance growth in a positive manner, and delegate responsibilities among staff to achieve efficient department operation.
Ensure department metrics are achieved and goals communicated to all staff; share progress towards goals and department achievements and voids on a regular basis.
Prepare and review monthly billing performance reports with technicians; recognize individual and team accomplishments and implement improvement plans when performance voids are present.
Implement action plans needed to drive service growth, improve customer service and increase profitability; evaluate customer repair history in developing plans to capitalize on growth opportunities and reverse voids in loyalty.
Provide warranty expiration notifications to customers and encourage machine inspections to identify issues during coverage period.
Prepare repair estimates for customers and provide reconditioning estimates to sales and rental departments when required.
Review summarized repair orders for completeness, accuracy and billable time. Question technicians for any time or description discrepancies. Seek verification from Assistant Service Manager or General Manager concerning time allotments for specific jobs. Forward reviewed repair orders for final billing.
Maintain a high satisfaction rating through accurate, timely and consistent fulfillment of customer needs; resolve complaints quickly and efficiently within profitability boundaries and customer expectations; follow up on customer surveys and feedback reinforcing the value of loyalty.
Organize training for new hires and ongoing departmental training for existing staff; implement corrective actions for sub-par performance; supply documentation and feedback to company leadership if termination is necessary due to unresolvable performance voids.
Consistently reinforce shop safety guidelines; making sure work is performed in a correct manner, protective devices are utilized, tools and equipment conform to OSHA and EPA regulations and the repair shop is kept clean and free of hazards.
Ensure activities are performed in accordance with company, vendor and customer policies and procedures.
Leadership and morale building ability with the capacity to inspire outstanding team effort
Technical knowledge of mechanical components; covering engine, hydraulic and electrical functions
Repair background and diagnostic skills
Strong written, verbal, math and computer skills
Excellent listening and customer relations skills
High sense of urgency and the ability to prioritize and execute plans within a deadline
Attention to detail and accuracy
Good understanding of pricing/discounting effects and financial reporting principles
Commitment to ongoing learning and personal growth for self and team