Branch Service Mgr
Summary
Oversee service operations for a heavy-machinery territory, driving growth and profitability through budgets, quotes, staffing, and 24/7 customer support.
- Develop a clear business plan for the allocated territory to drive maximum growth, profitability and customer satisfaction.
- Prepare and establishes budgets and forecasts
- Work closely with the locations Field Service Manager when dealing with customer, employee, and business needs
- Develop a clear business plan for the in-house shop development. Establish budget needs for implementation
- Configure and generate quotes to sale service work performed in house or on site
- Manage the P&L Statements to maximize growth and profitability for the regions trade area in parts and service.
- Continuously monitor service quality, and technical training and ability followed by recommendations for improvement and implementation of plans
- Timely and effective resolution of customer/machine problems. Ensure proper response to customer concerns and provides resolution of issues and/or complaints
- Manage a continuous, 24 hour by 7 day a week, support network in response to customer calls for service/ parts.
- Support the business by identifying customer needs and life cycle management requirements.
- Assesses manpower needs and identifies short falls, respond and follow up with employee issues and resolutions.
- Responsible for primary hiring, performance appraisals, coaching/counseling, employee development and necessary communications in regards to performance issues.
- Other duties as assigned