Company Overview
Quality Equipment is a multi-location dealership dedicated to serving both commercial and residential customers. We specialize in the sales, service, rentals, and parts for leading brands in the industry, supporting diverse sectors such as agriculture, construction, manufacturing, and warehousing. Our team is committed to delivering exceptional customer service, innovative solutions, and reliable equipment support.
Job Summary
We are seeking an experienced Service Manager to lead our service department with professionalism and enthusiasm. The Service Manager will oversee daily operations in Faribault, manage a team of technicians and service writers, and ensure the delivery of high-quality equipment, repair and maintenance services. This role is vital in maintaining customer satisfaction and ensuring operational efficiency. The ideal candidate will possess strong leadership skills, extensive equipment knowledge, and a passion for delivering outstanding service. Prioritizes jobs based on customer’s needs, severity, and nature of call. Communicates with customers on job status and lead times. Assist service technicians in meeting customer repair needs.
Duties
- Promotes an atmosphere of good will and accountability between the company and the customer. Acts in professional manner and provides a superior level of customer service and satisfaction.
- Answers and details incoming service calls. Creates service call tickets with detailed customer information for technicians.
- Dispatches technicians to service calls based on customer needs, severity, and nature of call.
- Lead and supervise the service department to ensure efficient workflow and high standards of quality.
- Maintain excellent customer relations by addressing inquiries professionally and ensuring customer satisfaction throughout the service process.
- Oversee daily operations including scheduling, and workflow management to meet customer needs promptly.
- Effectively communicates with customer status of open jobs. Provides update on lead times.
- Provides customers with service solutions to reduce customer downtime.
- Works collectively with technician and parts department to procure needed parts for repair jobs.
- Communicates back with sales teams on customer needs and requests regarding equipment and services.
- Sells repair estimates to customers.
- Reviews and processes work orders for invoicing.
- Efficiently manages repair jobs and technicians time resulting in revenue generating service invoicing.
- Cooperatively performs additional duties when assigned by service management.
- Oversees daily activity, workflow coordination, scheduling priorities of service and parts personal.
- Communicates and reports to service director on staffing needs regarding technicians.
- Works with equipment manufactures and reports on warranty situations / troubleshooting steps etc. on equipment to aid service technicians in repairing. File warranty claims as needed.
Requirements
- Prior experience working as a service writer or management experience is highly desirable with service technician or mechanic background.
- Strong leadership skills with the ability to motivate a team of technicians and service writers.
- Excellent customer service skills with a focus on building long-term client relationships.
- Effectively communicates with customers, co-workers, and management in person, over the phone, and via email.
- Advanced customer service skills.
- Computer skills, familiar with operating systems and general Microsoft programs.
- Ability to multi-task and maintain organization in fast paced / high pressure environment.
- Knowledge of material handling industry
Work is performed in primarily an office environment with exposure to a maintenance environment.
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
