Service Manager

SUMMARY: The Service Manager uses independent judgment to oversee all aspects of service technicians at the assigned Pacific Ag Rentals branch. This individual will provide leadership in motivating, managing, and evaluating the service technicians team members. This individual will develop and implement the service operations plan and maintain a customer relationship process in an effort to achieve lasting brand and store loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

OPERATIONS:

• Demonstrate leadership in all aspects of the store.

• Responsible for the installations and repairs for customer-owned and PAR-owned vehicles.

• Ensure customer satisfaction. Work with the service team to know the customer’s current and future expectations and work with all branch departments to resolve customer concerns.

• Manage the scheduling of all service work and assignments, including design, material availability, and dispatching equipment.

• Ensure repair work orders are charged out in a timely, profitable manner.

• Manage inventory and assets.

• Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.

• Foster a great place to work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.

• Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers.

• Effectively recommend hiring, termination, promotions, and disciplinary actions based on performance evaluations, business needs, and compliance with company policies;

• Oversee employee performance evaluations, goal setting, and coaching to drive development;

• Address performance issues and recommend disciplinary actions, including terminations, subject to final approval by the Branch Manager and/or HR;

• Ensure adherence to workplace policies and compliance with state and federal employment laws;

• Maintain a safe and productive work environment, implementing necessary training and compliance measures.

• Collaborate with senior management on staffing strategies, succession planning, and process improvements.

CUSTOMER SERVICE:

• Monitors fulfillment of repair orders to ensure a high level of customer satisfaction.

• Assures that the PAR and Star rentals are serviced or replaced quickly in the event of a breakdown or other problem. Coordinate and/or conduct field demonstrations as well as operate machinery at customer work site.

• Maintain strong knowledge of used equipment values and be able to evaluate properly for trading purposes.

• Work in conjunction with the Branch and District Managers, responsible for follow-up and expediting of repair orders.

• Accountable for timely follow-up on each sale to ensure customer satisfaction.

• Coordinate and/or communicate with customers and applicable departments to ensure timely delivery and pick up of equipment as needed.

GENERAL REQUIREMENTS:

• Working knowledge of agricultural and construction equipment systems, with general mechanical aptitude and familiarity with service practices, repair processes, tools, and materials used to support technicians and customers.

• Establishes and maintains effective channels of communications with management, co workers, vendors and all other business contacts.

• Ensures the use of equipment and materials in a safe and acceptable manner, following established safety procedures, using appropriate safeguards, and observing common sense rules of safety in all on the job activities.

• Conducts self in a manner reflecting credit on PAR and STAR and encourages others to do the same.

• Is organized, independent and self motivated, enthusiastic, dependable, detail oriented, flexible in scheduling and prioritization, and driven by excellence.

• Directs tasks in accordance with changing deadlines and priorities to ensure positive outcomes.

• Demonstrates proficient written and verbal communication skills, including accurate grammar and business correspondence.

• Required to maintain a valid Class C driver’s license and a good driving record (if authorized to drive by Safety Manager).

• Must be eligible to be added to company insurance.

• A good sense of humor and belief in working as a cohesive team.