JOB DESCRIPTION

Title: Service Manager

Department: Service

Reports To: CEO

Revised: March 12, 2025

GENERAL PURPOSE

Responsible for the efficient and profitable operation of the Service Department, while ensuring exceptional customer satisfaction and loyalty. Manages and implements best practices for the best interests of the Service Department and the company whenever and wherever activities of the company and customers are involved. This role is 50% as Service Manager of day-to-day operations in Branch 1 but 50% Corporate Service Manager for all service operations across the company including Branch 2 and Branch 3.

ESSENTIAL FUNCTIONS - Personnel Management
• Takes primary responsibility for recruiting, hiring, training, and retaining skilled service technicians for the department and the company for Branch 1 and assists Branch 2 and 3.
• Reviews salary and compensation plans for service personnel in collaboration with the CFO for all branches and recommends necessary changes.
• Evaluates job performance of all department employees biannually, in conjunction with the Shop Foreman and Market Leaders in Branch 2 and Branch 3.
• Reviews manufacturer product training requirements for service personnel and coordinates scheduling with the Service Coordinator and Shop Foreman.
• Monitors and enforces employee adherence to all Loss Prevention Safety Rules and Employee Handbook policies, with emphasis on shop safety compliance.
• Maintains neat and orderly shop service facilities with the assistance of all service department personnel.

ESSENTIAL FUNCTIONS - Customer Service
• Proactively addresses customer service problems and works to improve customer satisfaction.
• Assists in scheduling and coordination of personnel for product demonstrations as requested by Sales and Rental Departments.
• Cooperates with the Sales Department in evaluating used equipment for trade-in.
• Establishes strong relationships with key manufacturers represented by Faris Machinery.
• Works with Sales Team and develops and implements proactive maintenance programs to minimize customer equipment downtime and optimize selling opportunities.
• Proactively follows up with customers on repair estimates and provides timely updates.

ESSENTIAL FUNCTIONS - Financial Management
• Establishes a practical annual budget for revenue and expenses in the Service Department.
• Initiates and implements continuous process improvements to increase profitability and efficiency.
• Monitors service department profitability and takes corrective action when needed.
• Works with the Warranty Administrator and Service Advisor to ensure warranty claims are filed timely and paid according to manufacturer requirements.

ESSENTIAL FUNCTIONS - Operational Efficiency
• Ensures accurate and timely work-order processing in the dealer operating system.
• Ensures timely closing of work orders.
• Implements a comprehensive equipment intake and outtake process including photos, videos, and checklists.
• Maintains strong working relationships with Parts Department management and personnel.
• Cooperates with the Yard Manager regarding facility maintenance and repairs.
• Directs the Service Coordinator to maintain service literature, instruction manuals, MSDS manuals, catalogs, and factory communications.
• Makes recommendations regarding service vehicle purchases and supervises fleet utilization.
• Ensures compliance with EPA, OSHA, SPCC, and safety requirements.
• Oversees implementation and training related to new diagnostic and remote monitoring technologies.

OTHER FUNCTIONS

1. Foster positive working relationships with fellow company members and collaborate across all departments.
2. Foster positive relationships with manufacturer personnel represented by Faris Machinery.

DIRECT REPORTS

1. Shop Foreman
2. Service Operations Coordinator
3. Parts/Service Representative
4. Service Advisor

JOB QUALIFICATIONS

1. Proven ability to lead, motivate, and develop a high-performing team.
2. Must be able to speak, read, and write English.
3. Strong organizational, communication, and customer relationship skills.
4. Understanding of industrial engineering principles, particularly hydraulic and electrical power systems.
5. Proficiency in NDS and Microsoft Office Suite.
6. Valid Colorado driver's license with no more than one moving violation in the past year.
7. Ability to lift, stoop, squat, bend, climb, and carry up to 75 pounds.
8. Bachelor's degree preferred. Candidates with five years of service management experience or ten years of overall management experience will be considered.
9. Strong understanding of accounting, business principles, and business operations.

WORKING ENVIRONMENT

1. Office, shop, yard, vehicle, customer locations, and job sites.
2. Exposure to rain, sleet, snow, dust, mud, heat, cold, noise, and construction-site conditions.
3. Exposure to fumes, gases, oils, grease, and certain acids.

STANDARDS OF MEASUREMENT

1. Service Department Profitability (Gross Profit Margin)
• Achieve and maintain gross profit targets.
• Monthly variance analysis and corrective actions.
• Optimize labor rates, parts pricing, and cost control.

2. Technician Utilization Rate
• Maintain 70% or greater utilization.
• Weekly monitoring and bottleneck identification.
• Minimize non-billable time.

3. Customer Satisfaction Scores
• Collect and analyze customer feedback.
• Address complaints and implement corrective actions.

4. Work Order Completion Time
• Monitor completion times daily.
• Improve workflow and eliminate bottlenecks.

5. Safety Incident Rate
• Maintain zero recordable incidents.
• Conduct regular inspections and safety training.
• Investigate incidents and implement corrective actions.
• Track near-miss incidents and improve procedures.

Note: This job description is not meant to be a comprehensive list of all duties, responsibilities, or qualifications related to this position's requirements.