Sr. Manager, Service

POSITION PURPOSE:
The Sr. Manager, Service provides the vision, direction and support to ensure customer satisfaction while maintaining company profitability through defined empowerment and supervision of the Service Department and its team members. Ensure a safe working environment through partnership with leadership and the Director, Environmental Health & Safety to report such issues. Ensures all Briggs Equipment standards are adhered to and executed consistent with company direction.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Manage the strategic direction of the branch Service Department, while providing leadership to all Branch Service team members, to include the service department financial performance (P&L), training, safety, department processes, customer services & pricing, vendor products/systems and equipment awareness
Lead safety meetings, ensure near miss reporting policy compliance and partner with the Safety Department to investigate safety incidents
Coach and develop direct reports on employee relation issues, to manage customer orders and repairs, ensure proper job openings, quote completion, job changes, closing and invoicing
Motivate the Service Department to perform at a high level and ensure accountability of them to include quality and efficiency
Monitor & manage the selection, hiring, development, training and new hire procedures
Manage the communication and relationships with customers by building trust and ensuring customer satisfaction through regular customer visits
Practice positive customer conflict resolution strategies to mutually benefit the Company & Customer
Serve as liaison between Briggs Equipment, its customers, and manufacturers, in problem resolution while maintaining profitability
Manage and maintain a fleet of road service and delivery vehicles for maximum performance and controlled expense while meeting federal and local DMV requirements
Represent the Service Department’s brand and gain additional Service revenue through support of Account Managers
Provide support for HY Fleet Management program by ensuring process compliance and maximum profitability
Manage department needs associated with maintaining supplies, uniforms, building maintenance, and equipment, within budgeted guidelines and as demands are presented
Performs other related duties as assigned

minimum qualifications

Basic Knowledge & Competencies:

Knowledge of business and management principles

Ability to develop direct reports through coaching and reinforcement (Hard Skills/Soft Skills)

Mechanical aptitude and technical knowledge preferred

Excellent verbal and written communication skills are required for this position

Excellent intrapersonal, customer service, math, reading comprehension and problem solving skills

Proficient with Microsoft Outlook, PowerPoint, Excel, and Word

Previous Experience/Education:

Bachelor’s Degree or equivalent experience preferred
High School Diploma or G.E.D. required
5+ years management experience in forklift repair or related industry preferred

PHYSICAL REQUIREMENTS

Standing, walking, lifting, twisting and bending on a frequent basis

Ability to lift up to 40 pounds