Service Manager

NorMont Equipment Co. • Full-time • Great Falls, Montana, United States • $60k - $70k / year • 1m ago

JOB DESCRIPTION

Service Manager

NorMont Equipment is seeking a Service Manager with a strong commitment to customer service and the continued development of an already successful service team. The Service Manager will guide the service department in delivering equipment packages, upgrades, and repairs to our customers on time and on budget, and will champion our goal of “Every Detail, Every Time.”

Essential Duties & Responsibilities

Work Orders & Labor Tracking

· Open and close work orders for the company, ensuring each work order is allocated to the correct unit and customer with accurate dates before closing

· Create repair orders for the Service Techs that outline the scope of work based on customer quotes and cost worksheets provided by the Sales Department

· Verify that all labor, parts, and other sales labor have been accurately added to work orders before closing

· Maintain accurate labor tracking by ensuring technicians are clocked in and out on the appropriate work orders; adjust labor as necessary

· Verify employee labor hours daily, monitor parts department timekeeping records, and audit yard and warehouse time entries with special attention to delivery-related activities

· Review the WIP (Work in Progress) report frequently; closing work orders in a timely manner is critical to all departments

Scheduling & Shop Operations

· Schedule and assign jobs and work areas to service department employees according to their skills and knowledge

· Coordinate with other departments to ensure parts have been ordered and are on-site before scheduling service technicians for upcoming jobs

· Schedule repairs and custom work with outside vendors (e.g., custom parts being fabricated for upcoming projects)

· Hold weekly production meetings with service technicians so they are prepared for what is coming and can work at the highest level of efficiency possible

· Create detailed repair orders with a clear scope of work so the end user receives what was promised or expected

· Break down repair and install estimates into labor and parts before a job is started so technicians are aware of time allowances and parts needed for the project

· Ensure consistency and attention to detail across all build projects so every unit delivered to the customer meets the same high standard regardless of the technician performing the work

· Quality-check completed work for accuracy and completeness

· Maintain and create streamlined processes so the service department can operate at the highest level of efficiency and profitability

· Coordinate route deliveries with the Parts Department utilizing company owned equipment

Customer Service

· Greet all customers promptly, whether by phone or walk-in

· Prepare quotes for service jobs with fair and accurate information on the cost and time required for repairs and maintenance

· Keep customers up to date on their equipment repairs: what was found, what parts are needed, and when the work will be done

· Establish and maintain good working relationships with customers to encourage repeat and referral business

Team Leadership & Development

· Provide direction and technical assistance to employees in the shop/service department

· Assist in hiring new employees for the company

· Work with other managers on disciplinary actions as needed and create incident reports if incidents occur

· Schedule equipment manufacturer training classes (in person or virtual) for service technicians as available

· Attend training classes (in person or virtual) for the business operating system and equipment manufacturers

Vendor & Manufacturer Relations

· Coordinate and maintain relationships with other shops and vendors to help further our business

· Work with vendors and manufacturers to obtain accurate information on technical issues

· File warranty registrations with manufactures for equipment sold or installed

· File warranty claims with manufacturers and see the process through so the company is reimbursed accordingly

Financial & Administrative

· Attend weekly manager meetings prepared with requested details and documents

· Review service department financials with other managers as needed

· Prepare, administer, and maintain an annual operating budget for the service department

· Stay aware of new equipment and tools available and recommend purchases that will increase department productivity and efficiency

Fleet & Compliance

· Create a maintenance schedule for company-owned vehicles and equipment and maintain service records of all work performed, accessible to other departments

· Schedule annual DOT inspections for all company equipment that requires them

Qualifications

· Experience managing a service department with multiple technicians

· Proficient with Microsoft Office (Word, Excel, Outlook)

· Strong verbal and written communication skills

· Ability to multi-task and work independently and efficiently without close supervision

· Excellent problem-solving and organizational skills

Compensation

· Competitive salary

· Benefits package includes Paid Time Off, Holidays, Medical/HSA, 401(k) with match, and paid training

How to Apply

Please send your resume (and references, if available) to sryan@nmeqco.com or apply in person at NorMont Equipment Co., 2101 9th Ave NW, Great Falls, MT. Visit www.nmeqco.com for an overview of our company.

Note: This job description is general in nature and is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits: