Job Type
Full-time
Description
Job Purpose:The Service Manager oversees the Service Department, including marketing, growth, recruitment, retention, and customer service. They uphold company values through accountability, integrity, and commitment to positive experiences, lifelong learning, innovation, and effective resource management.
Essential Duties and Responsibilities:Honor Commitments:- Quality: Set and enforce standards, conduct audits, and foster improvement.
- Customer Satisfaction: Seek feedback, exceed expectations, address concerns, and anticipate needs.
- Follow-Through: Set goals, develop action plans, monitor progress, and hold everyone accountable.
- Leadership: Lead with integrity, communicate openly, empower team members, provide feedback, and treat everyone with respect.
Create Positive Experiences:- Respond to customer inquiries and resolve issues
- Provide post-repair follow-up and build customer relationships
- Manage escalations and collect customer feedback
- Develop knowledge base and improve processes
- Maintain product knowledge and communication skills
- Practice active listening, problem-solving, patience, and empathy
- Maintain a positive attitude and teamwork
- Be proficient in technology, multitasking, adaptability, and time management Foster Lifelong Learning:
- Engages with customers regularly to identify learning opportunities.
- Identifies relevant training programs for themselves and their team.
- Fosters a growth mindset within the team. Exhibit Pioneering Spirit:
- Embrace innovation
- Drive continuous improvement
- Market the Service Department to grow the business Demonstrate Good Stewardship:
- Recruit qualified technicians with HR.
- Delegate tasks and authority to department leaders.
- Manage resources (time, labor, equipment, materials) efficiently.
- Adhere to budget, monitor expenses, and maximize revenue.
- Prioritize customer satisfaction by delivering high-quality service.
Other Duties as Assigned:- Adapt to the evolving needs of the organization and undertake additional responsibilities as required, reflecting our commitment to flexibility and responsiveness in meeting business objectives.
The above list reflects the general details necessary to describe the principal and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Qualifications:- High school diploma or equivalent ?Associate degree preferred)
- Five or more years of related experience, including supervisory responsibilities
- Valid driver's license ?CDL required or ability to obtain)
- Previous experience as a Service Technician
- Supervisory or leadership experience in a service environment
- Conflict resolution skills
- Proven leadership skills
- Track record of people development
- Excellent customer service, communication, and multitasking skills
- Intermediate computer skills (Google apps, computer-generated business systems)
Employee Benefits:Insurance:- Medical - PPO and HDHP options
- Flexible Spending Account (FSA)
- Health Savings Account (HSA) with company match
- Dental Insurance
- Vision Insurance
- Accident & Critical Illness Insurance
- Group Term Life Insurance (company paid)
- Short and Long-Term Disability (company paid)
Paid Time Off:- Paid Time Off (PTO)
- Paid Holidays
- Volunteer Time-Off
- Paid Maternity/Paternity Leave
- Bereavement/Funeral
Compensation:- 401(k) Retirement Plan with company match
- Incentive Programs
- Shift Differential Program
- Tool Rewards Program
- Safety shoe and glasses program
Other:- Employee Assistance Program (EAP)
- Wellness incentives
- Company paid and provided uniforms
- Training: In-House, Instructor-Led, and Online
Physical and mental demands:The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.
- While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk; or hear. The employee is frequently required to use a phone, personal computer, copier, and printer/scanners. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Salary Description
$82,000-$103,000/year based on experience
