Service Manager II - Earthmoving

Position Summary

The Service Manager is the team leader for the entire Branch Service Department and is responsible for ensuring that customer needs are met at the highest level. The Service Manager will support all Department personnel building a culture of teamwork throughout the Company.

Essential Responsibilities & Expectations

• Coach and direct Service Department employees
• Manage Work in Process to assigned metrics
• Monitor, improve, and maintain employee performance
• Ensure proper planning of jobs, quoting, parts availability, and manpower
• Effectively handle customer objections and concerns
• Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
• Monitor customer satisfaction and employee morale and take steps to improve both when necessary
• Minimize customer downtime with accurate and efficient job planning and repairs
• Effectively communicate with company personnel
• Coach and develop divisional supervisors as needed
• Dispatch technicians
• Ensure technicians understand and are on track with their projected career path and training requirements

Uphold the Core Values of Safe and Secure, Stronger Together, People of Integrity, and Driven to Serve.

Qualifications

Minimum Education:

• High school diploma or the equivalent required

Minimum Experience:

• Experience working as a service technician preferred
• Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
• Must possess or demonstrate the ability to quickly acquire the following required skills and competencies:

Skills and Competencies:

• Telephone / verbal / written communication skills
• Strong heavy equipment technical skills
• Microsoft Office Suite
• Microsoft AX2012
• Microsoft SharePoint

Job Training:

• Microsoft Word and Excel - basic and intermediate
• Supervisory skills training
• Business communication training
• OSHA & MSHA required training
• Vendor and technical sites
• Compliance training

Safety Summary

Working Conditions

• Work is normally performed in a Service Department shop office or shop environment.
• Exposure to physical risk and variable weather conditions is associated with this position.
• Standing on hard surfaces for extended periods of time is often required.

Physical Requirements

• Ability to speak, write, listen, and type effectively.
• Ability to safely grasp, stoop, kneel, and climb as needed for the position.
• Ability to safely lift up to 75lbs.

Job Hazards

• Tripping, slipping, falling
• Strains due to lifting
• Overexertion due to stress and fatigue
• Repetitive hand motion (computer work)
• Back and neck strain

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.