Service Manager

Reports to:   Branch Manager


Primary Responsibility:    Organize, plan, direct and control the service department in such a way to meet the company and customer objectives.


Duties and Responsibilities:


1.    Hiring and Training:

  • Hire the necessary personnel to accomplish service department’s budgeted sales.
  • Assure that technicians are properly trained technically and according to procedure.
  • Perform a formal review and evaluation of all departmental personnel semiannually.


2.    Safety:

  • Assure that company policy and OSHA rules are implemented in the service department.
  • Assure necessary safety training is provided to employees under direction.
  • Assure that necessary safety equipment is available to employees under direction.


3.  Planning and Organizing:       

  • Participate in establishing budgets for service department.
  • Accomplish budgeted sales and cost goals.
  •  Establish pricing strategy that meets company objectives.       
  • Evaluate and set key results for the dispatcher and CSR
  • Supervise dispatching in a manner that uses labor resources effectively and efficiently.


4.    Customer and Employee Satisfaction:

  • See that customer complaints are resolved(performance based, invoice questions and/or customer satisfaction)
  • See that employees have job satisfaction and are motivated.
  • See that employees in the service department develop a team attitude with each other and with others in the company.


5.    Service Growth:

  • Establish a profitable growth plan for the service department
  • Provide market feedback to the Field Service Director in respect to service opportunities


6.    Control:

  • Establish and implement effective internal paperwork procedures.
  • Implement corporate growth initiatives.
  • Assure procedures are followed.
  • Assure that tools and vehicles are available and maintained.
  • Assist with the control of service vehicle inventory(quarterly inventories and re-order points established).


Key Results:


  • Acquire the budgeted sales volume at the proper gross profit.
  • Build new customer relationships. Establish customer relationships with top ten service customers
  • Set safety standards for the service technicians thru the use of JSA’s and LPO’s.
  • Evaluate service technician skills and implement educational and practical goals
  • Maintain service truck inventory schedule.