Service Manager

Job Type Full-time Description Guiding with Principles and Passion! Newman Tractor is a family-owned heavy equipment sales, rentals & parts dealership. We paired our dealership with used equipment and a wide array of attachments to serve the construction, utility, mining, energy, and agricultural industries. Newman Tractor was named a Top 5 Dealership from Sany Global in 2023. We continue to grow and have expanded to 5 locations across KY, FL, and OH, renting nationwide. Newman Tractor is founded on strong principles that guide us, our employees, and our customers to always do what is right and pour into those we serve. We strive to be an employer of choice providing our employees with a trusting and nurturing work environment. Our aim is to hire humble & hungry individuals looking to grow in their career both personally & professionally. We believe in sharing our success not only with our employees but also with our greater community and invite you to learn more by applying to our open position! The Service Manager at Newman Tractor is responsible for overseeing the daily operations of the service department, ensuring the highest levels of customer satisfaction, service quality, and operational efficiency. This role involves managing a team of service technicians, coordinating with other departments, and ensuring that all service operations align with company standards and customer expectations. The Service Manager will focus on key performance indicators (KPIs) to enhance productivity, profitability, and overall performance. Requirements KEY RESPONSIBILIITES Daily Operations Oversee the day-to-day activities of the service department, including scheduling, assigning work orders, and managing workflow to maximize technician utilization and labor recovery Ensure all service activities are conducted safely and in compliance with company policies, environmental regulations, and industry standards Monitor technician performance, providing coaching, mentoring, and support to enhance skills and productivity. Manage customer communications, including addressing concerns, providing status updates, and ensuring satisfaction with service outcomes Coordinate parts availability and order management with the Parts Department to minimize downtime and enhance service efficiency Track and manage daily service KPIs, focusing on labor recovery rates, quoted labor variance, technician rework rates, rent-ready quality control, and expense management Weekly Operations Review weekly service performance reports, analyze trends, and identify areas for improvement Conduct weekly team meetings to communicate goals, review performance metrics, discuss ongoing projects, and address any issues Develop and implement action plans to improve labor recovery, reduce quoted labor variance, minimize technician rework, and maintain high standards of rent-ready quality control Collaborate with the Rental Department to ensure equipment is serviced and ready for rent on schedule, meeting quality and safety standards Monitor and manage inventory levels, working closely with the Parts Department to ensure adequate stock of high-demand components and supplies Provide weekly updates to the Regional Service Director on service department performance, including KPI status and action plans Monthly Operations Prepare and review monthly financial and operational reports, focusing on service department profitability, expense management, and KPI performance Conduct monthly performance reviews with service technicians, providing feedback on areas of strength and opportunities for improvement Analyze technician efficiency and productivity, implementing training programs or corrective measures as needed to meet departmental goals Ensure compliance with labor regulations, safety standards, and company policies through regular audits and assessments Develop and maintain relationships with key customers, vendors, and partners to enhance service department reputation and business opportunities Plan and execute monthly safety meetings, ensuring all team members are trained and aware of best practices in safety and environmental compliance KEY PERFORMANCE INDICATORS (KPIs) Labor Recovery Maximize the percentage of billable hours versus available hours for service technicians Implement strategies to reduce unbilled time and improve overall department productivity Quoted Labor Variance Monitor and minimize the difference between estimated and actual labor hours on service jobs Ensure accurate quoting processes, consistent job tracking, and effective management of time and resources Technician Rework Track and manage rework cases, aiming to reduce the frequency and cost of rework by enhancing service quality and technician training Develop standard operating procedures (SOPs) and quality assurance checks to prevent repeat issues Rent Ready Quality Control Oversee the inspection and preparation of rental equipment to meet quality and safety standards before customer delivery Implement a rigorous quality control process to reduce turnaround time and enhance customer satisfaction Expense Management Monitor and control service department expenses, including parts, labor, and overhead costs Develop strategies to reduce waste, optimize resource allocation, and improve overall profitability Key Competencies Leadership and Team Management: Ability to motivate and develop a team, manage performance, and drive continuous improvement Customer Focus: Strong commitment to providing exceptional customer service and building long-term relationships Analytical Skills: Proficiency in analyzing data, identifying trends, and developing actionable insights Financial Acumen: Understanding of financial metrics and the ability to manage a department budget effectively Problem Solving: Strong problem-solving skills, with a focus on innovative solutions and operational efficiency BENEFITS 80 hours of paid vacation (prorated in year of hire) 401k with up to 4% match of total compensation HDHP & Co-pay medical plans with 80% of premium paid by employer for employee coverage (other coverages available) Voluntary coverages offered for Dental, Vision, Voluntary Life, Accident & Critical Illness Company provided STD, LTD, and Life Insurance Yearly work boot allowance Other benefits can be discussed with eligible applicants

Created: 2024-11-05