Service Manager

Covington, LA

Posted: 01/17/2019 Industry: None Job Number: 44182
FTS is seeking a Service Manager that is a strong leader that directs and manages all service operations for our client in marine engine products industry. Qualified candidates should have the vision of providing the best customer and workplace experience in the industry. Optimizes efficiency of service team and continually seeks innovative methods of servicing customers. Possesses high level of focus on customer service in this demanding, fast paced role.
Behavior Expectations
  • Organized
  • Calm under Pressure
  • Strong Leadership and Team Building Skills
  • Strong Communication Skills
  • Willing to face difficult challenges
  • Problem Solver
  • High Energy
  • Personally Accountable for the team
  • Positive Attitude
  • High Quality & Performance Standards
  • Committed
  • Trustworthy
Management of Service Department
  • Develop, implement and manage effective departmental processes and procedures
  • Manage the daily operations of the Service Department
  • Oversee and approve all Covington Service payroll, billing, and expenses
  • Develop departmental budgets, KPI s and Goals with V.P. Operations
  • Develop and implement strategies to achieve the budgets, KPI s and Goals for the department
  • Responsible for the accuracy and quality of all Covington Service Paperwork and Reports.
  • Provide input for annual billing rates
  • Management of all internal data and systems (Customer, Engine, Service Reports, etc.)
  • Coordinate with other managers to manage and continually improve the cross departmental interaction between Service and all other department and branch operations
  • Ensure the Service Vehicle Fleet is maintained and prepared for dispatch at all time. Maintain files on all service vehicles
  • Develop redundancy of roles and responsibilities to ensure continuity regardless of personnel

Technician Management and Development
  • Maximize Technician Utilization
  • Manage the daily assignments and dispatching for each technician on your team in conjunction with Service Coordinator
  • Ensure technicians are dispatched with all the necessary parts, tools and expertise to successfully execute their job
  • Ensure that each technician understands where they will start each day and what their next project will always be
  • Create a Performance Development Plan for each Service Team Member and ensure that the plan is executed, and their goals are achieved
  • Manage the performance development of each Service Team Member and make recommendations for performance compensation, general compensations changes and removal from the team, when necessary.
  • Maintain a team of capable technician to effectively achieve the goals of the department
  • Develop a pipeline of capable technicians to ensure continuity and continual improvement of the service team

Customer Management
  • Develop and Manage relationships and communications with all Service Customers
  • Effectively communicate with customers throughout the service process to keep our customers informed of progress and any developments that come up
  • Visit customers to build relationships and continually assess the performance of our team
  • Over communicate with customers on when faced with repetitive challenges or long-term solutions and exceed customer expectations
  • Customize service solutions to the needs of our customers

Vendor Management
  • Develop strong working relationships with all major engine and product vendor engineering and service representatives
  • Manage Warranty Programs for all Vendors
  • Develop and execute processes to ensure accurate and effective warranties are filed
  • Work with Accounting Department to ensure timely payment of all Warranty Claims
  • Coordinate and execute product improvement and warranty campaigns
  • Communicate with vendors on repetitive or ongoing service challenges to achieve resolution

Service Dealer Involvement
  • Develop relationships and coordinate with our Service Dealer Network for all products to ensure service and support of our customers anywhere they operate
  • Communicate any Service Bulletins or Product Improvement Programs with our dealers to keep them informed of product or processes changes
  • Coordinate with Dealers for the effective filing of Warranties for all our products
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