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Heavy Equipment Service Manager

Rosedale, MD

Order: 1763994
DirectHire

Prominent East Coast Heavy Equipment Distributor has an immediate career opportunity for an experienced Service Manager to provide efficient and profitable operation of their Baltimore service department. Management experience in automotive or industrial equipment is required. This opportunity offers competitive pay, benefits package, 401k, and paid time off.

 

Responsibilities:

  • Coordinate with Product Support Manager the daily field service work within service department in terms of manpower and equipment.

  • Control and direct activity for the field service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service vehicles follow determined safety requirements. Communicate with supervisor as to updating tools when relevant for offsite repairs.

  • Schedule PIP improvements to be done in the field.

  • Maintain driver qualification files on all field technicians as per DOT regulations

  • Coordinate trouble shooting diagnostics with technicians and manufacturer.

  • Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels.

  • Resolve service problems in a prompt and efficient manner, this includes on site information, directions to work site, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up.

  • Actively communicate status of repair work with customers and or internal department managers.

  • Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exceptions.

  • Coordinate with parts department for all road parts requirements, including pre-pulling and ordering parts.

  • Efficiently process all field service work orders from order status to invoice status and maintain efficient control of technicians’ hours.

  • Submit all warranty documentation with respective manufacturers. Monitor the warranty until final credit memo is issued.

  • Document factory recall procedures and update appropriate departments via correspondence as needed.

  • Review, coordinate and attend with Product Support Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry.

  • Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits. Provide guidance and direction to employees to assist in their professional development.

  • Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances.

 

For immediate consideration; please submit resume with salary requirement.