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Service Manager

Company: Macqueen Equipment Inc
Location: Ankeny
Posted on: January 7, 2021

Job Description:

Description:About MacQueenWith 10 locations in Minnesota, Iowa, Illinois, Indiana, Missouri, Nebraska, North Dakota and Wisconsin, the MacQueen Group is one of the largest heavy equipment and fire apparatus dealer networks in the Midwest. We provide a complete line of municipal and emergency equipment solutions, along with parts, service and training. The work we do impacts your daily life, and we're proud to improve the quality and safety of the communities we serve.The MacQueen Group is growing, and we're looking for qualified job seekers to grow with us. We offer a family-first, flexible environment with ample opportunities for professional development.At MacQueen Group, we make work play. We tackle complex challenges, work hard, high-five and celebrate. We're risk-takers, fast learners and trailblazers. We pride ourselves on integrity and work to improve the lives of everyone who dedicates their talents to our company. Together, we're redefining an industry in desperate need of a shakeup.Position PurposeReporting to Senior Service Manager, the primary purpose of the Service Manager is to manage the day to day operations of the service department. The position leads the service team to obtain the highest levels of customer satisfaction and department performance while assuring that company processes and procedures are followed and non-conforming conditions are corrected.Duties & ResponsibilitiesManagement

  • Control performance of department using dealer operating system
  • Open / Review / Close work orders in CDK as required to maintain steady workflow in the shop
  • Prepare estimates for customers
  • Select new hires and provide internal training
  • Perform employee performance reviews based on job descriptions and department objectives
  • Manage and control special tools and equipment
  • Manage unapplied time and non-billable hours
  • Update technicians on latest technical information
  • Oversee upkeep of shop, including facility and equipment maintenance and housekeeping
  • Maintain efficiency and productivity control
  • Manage in-shop and in-field service and repair of equipment
  • Manage new and used equipment preparation and repair
  • Manage warranty repairs and administration
  • Ensure compliance with all safety and environmental compliance rules and regulations
  • Obtain and exceed department financial performance goals
  • Conduct performance coaching of staff to include supervision and guidance required for them to reach both their corporate and personal goals
  • Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage employee participation and personal growth
  • Maintain appointment and scheduling system
  • Sell needed and additional labor
  • Assist with diagnosing incoming vehicles as needed
  • Test drive and QC completed vehicles as needed
  • Prepare estimates and quotes
  • Establish payment method and obtain credit approval as required
  • Establish and communicate deviations in promise times as needed
  • Assign work to appropriate technician (based on skill level and time promised)
  • Follow up on work in process
  • Advise customers of changes in time or price commitments
  • Assist technicians with work in process, check quality of technicians work
  • Check vehicles for required maintenance that has not been performed
  • Check vehicles of open recalls
  • Return unsatisfactory work to technician for redo
  • Advise customer of vehicle completion and arrange delivery optionsCustomer Satisfaction
    • Maintain highest levels of customer satisfaction
    • Provide support and clear communications to internal customers
    • Maintain liaison with vocational and technical schools
    • Interact with factory representatives and support personnel. Requirements:Skills & Experience
      • Solid shop floor management knowledge
      • Good understanding of financial reporting principles
      • Supervisory and management training in related fields
      • Leadership skills in a specialized repair environment
      • Working knowledge of shop layout and utilization principals
      • A solid understanding of pricing principles and discounting effects
      • Microsoft Office skills to include Excel and Word
      • Dealer Operating System experience required, CDK experience a plus
      • Excellent people and customer relations skills
      • At least 2 years service and parts management experience
      • At least 5 years experience in the automotive, heavy truck or emergency equipment industry
      • Four year degree or combination of two year degree and equivalent experience required
      • Authorized to work in the USAMacQueen is an Equal Opportunity/Affirmative Action Employer. PM18

Keywords: Macqueen Equipment Inc, Ankeny , Service Manager, Executive , Ankeny, Iowa

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