2 years of experience in a service manager role preferred
Strong computer skills, including Microsoft Office and Excel
Excellent verbal, written, and interpersonal communication skills
Effective management of internal processes
Ability to read and understand written information
Strong customer service skills
Ability to manage high work volume and adapt to change
High productivity with troubleshooting and problem-solving skills
Responsibilities
Assist in scheduling customer service appointments
Input customer inquiries into work orders and dispatch appropriately
Follow up on active tickets with Service Technicians and customers
Resolve repairs by communicating with Technicians and Parts Department
Respond promptly to customer inquiries in person or via phone
Track all work orders dispatched to Service Technicians
Maintain flow of assigned jobs throughout the Service department
Assign jobs based on Technician capabilities
Audit work orders for accuracy and ensure timely closure
Train Service Writers on ticket closure
Respond to corrections needed by the Accounting department
Manage daily activities of Service Department staff
Assist in coaching employees and writing performance reviews
Order office and shop supplies, processing invoices
Ensure Technicians have up-to-date certifications and track expirations
Benefits
No Night/Weekend/Holiday shifts; OT optional
Generous Vacation & Sick paid time off
9 Paid Holidays
401k with 4% company match
Comprehensive Medical, Dental, Vision, Life Insurance, and Short Term Disability
Full Job Description
You will be responsible for the daily management of Service production in Norwalk, CA. This position ensures that all tickets are dispatched and completed in a timely manner, meeting all internal and external customer expectations. This includes directly supervising the Service Writing counter and Technicians
Your Responsibilities willinclude but are not limited to:
Assist in scheduling customers for service appointments.
Ensure that all customer inquires are input into a work order and dispatched appropriately.
Follow up on all active tickets that have been dispatched to Service Technicians; ensuring proper follow up with the customer.
Resolve repairs for customers by communicating with the Service Technicians, Parts Department and most importantly the customer.
Quickly respond to customers either in person or via phone, to ensure that customers receive prompt, courteous, and effective assistance.
Responsible for keeping track of all work orders dispatched to the Service Technicians.
Maintaining and controlling work orders to ensure flow of assigned jobs throughout the Service department.
Assign jobs to the proper technician based upon the Technician's capabilities and training to ensure that highest quality of work is delivered.
Properly complete work orders, auditing tickets for accuracy and ensuring they are closed by the end of the week.
Responsible for providing final review of all Repair Orders, monitoring for accuracy and proper billing.
Train Service Writers to properly close their tickets.
Respond to any corrections needed by the Accounting department.
Manage the day to day activities of the Service Department staff; including managing of PTO requests and daily timekeeping.
Assist in ongoing coaching of employees, including assisting in writing annual performance reviews.
Responsible for ordering office supplies, shop supplies, uniforms and equipment and processing the invoices for accounting.
Ensure Technicians have up to date certifications and develop a system to track due dates/expirations.
You will need to have:
2 year of previously related experience in a service manager role, preferred
Strong computer skills, including Microsoft Office, Excel, and internet skills.
Excellent verbal, written, and interpersonal communication skills
Highly effective management of internal processes.
Ability to read and understand information and ideas presented in writing.
Ability to work on multiple projects while maintaining focus on details required for individual assignments.
Strong interpersonal/internal customer service skills.
Ability to handle a high volume of work, rapidly adapt to changing environment and possess strong work ethics.
High degree of productivity and skill in troubleshooting, and problem solving
We offer a great benefit package including:
No Night/Weekend/Holiday shifts. OT optional/available.
Generous Vacation & Sick paid time off.
9 Paid Holidays
401k with 4% company match
Medical, Dental, Vision, Life Insurance, Short Term Disability, and more.....
