Service Manager

Job Description

Position Title: Customer Solutions Manager

Reports to: Director, Product Support

Position Summary:

Direct field service and shop operations in the assigned branch so that the Service business grows in volume and profitability in line with established business goals and objectives.

Principle Duties and Responsibilities:

1. Direct service operations in accordance with established operating methods, procedures and state/federal regulations.
2. Direct the enforcement of our Safety Program including conducting regular Safety Meetings and Safety Observation Tours.
3. Direct the recruitment, selection, hiring, development, and retain sufficient technical and support staff to implement operational plan in the assigned Branch.
4. Develop positive, long-term relationships with customer base and seek to capitalize on repeat business.
5. Manage operating costs and constantly seek to improve operating methods, safe operations, procedures and results.
6. Manage assigned corporate assets so as to maximize return on investment for the company.
7. Follow RLM Standards and support Raymond Lean Management in the branch.
8. Develop proficiency with EBS system to develop information necessary to manage business efficiently and profitably.
9. Direct and ensure proper levels of support for field service technicians with available resources to maximize effectiveness in field.
10. Direct manage van inspection and fleet safety programs to obtain desired results within the assigned Branch.
11. Direct technical training to ensure proficiency of field service and shop technicians.
12. Attend company management meetings and manufacturer's sales meeting as required.
13. Various additional responsibilities as assigned by management.
14. Work with all departments and employees to insure quality of customer service.

Special Skills and Experience Required:

Prior industry or similar management experience important; prefer at least five (5) years of industry specific experience including supervisory skills. Technical aptitude in relation to the industry, effective communication skills, excellent computer skills in MS Excel, MS Word, solid leadership and inter-personal skills and strong analytical and problem solving skills are needed in this position. Experience in Lean Operations and Management is desirable. Must maintain an acceptable driving record.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position requires repetitive use of fingers, wrists and hands for typing, word processing and 10-key. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception. Candidates must be able to verbally speak and hear with or without aid in order to accommodate heavy phone volume.

Position is: Salaried (Exempt) + Performance Bonus

Education Required: Bachelor's Degree or a combination of education and years of experience.

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