Service Manager - Construction Equipment (42135)

Service Manager (Construction Equipment)
$2000 Sign-on Bonus

At Arnold, we believe that no company can promise exceptional customer satisfaction without the right people behind it. That’s why we’ve built the most comprehensive machinery support team in the Western U.S. Our associates are the key to our reputation, and with the training we provide, our Service Manager ensures we maintain that high standard.

Job Summary

The Service Manager is responsible for overseeing and prioritizing repair and setup work for customer and internal equipment, managing associate performance and communication, handling customer relations, invoicing, and financial management of the service department.

Essential Duties and Responsibilities

• Supervise and maintain staffing, training, and retention of technicians, coordinate with internal departments, and assign after-hours tasks as needed.
• Ensure all invoicing is completed on time and accurately.
• Resolve customer complaints quickly, maintaining our commitment to Silver Service.
• Accurately quote repair costs and acquire new business.
• Promote safety through education and training, while controlling workers' compensation expenses.
• Manage maintenance and inventory of service truck fleet.
• Resolve issues with manufacturers, including warranty-related concerns.

Physical Demands and Working Conditions

• Ability to use a computer and sit for extended periods.
• Supervise clerical and service repair work.
• Ability to visit customers and vendors by driving.
• Occasional travel, approximately 6 times per year, for assignments away from the home branch.

Knowledge, Skills, and Abilities

• Strong written, verbal, and interpersonal communication skills.
• Proficiency in operating a computer and various software programs.
• Skilled in performance management, negotiation, leadership, problem-solving, and motivation.
• Ability to manage stress while maintaining a Silver Service attitude.
• Strong organizational and prioritization skills with attention to detail and deadlines.
• Knowledge of repair requirements, inventory, financial reporting, and expense control.
• Ability to provide training opportunities for self and staff.
• Experience in marketing and acquiring new business.

Education and Experience

The minimum qualifications for this position are as follows:

• Education: Two years of higher education.
• Experience: 3-5 years of relevant work experience in:
  • Marketing
  • Customer relations
  • Machine setup and repairs
  • Management and supervision of people and procedures
• License: Current and clean Class B CDL.

The duties listed in this job description outline general responsibilities and should not be viewed as an exhaustive list. The description may be revised or modified at any time, without prior notice to the incumbent.

Measurements of a Good Service Department

The following key performance indicators will be used to evaluate the success of the service department:

• Administration ratio
• Customer billing rate
• Gross margin on labor
• Gross margin
• Expenses
• Net profit
• Average technician billing
• Technician expense hour
• Rework
• Policy adjustment measure for required training

Benefits Offered

• Paid Sick Leave
• Paid Vacation
• Paid Holidays
• 100% Company-Paid Medical Premium for Associates and Family
• Dental and Vision Plans
• 401(k)/Roth with Company Match
• Quarterly and Yearly Bonus Programs