SERVICE MANAGER SUMMARY OF FUNCTIONS

The Service Manager oversees repair and rework operations for the organization. They analyze and respond to customer complaints and requests regarding repair or rework of goods the organization sells, provide cost estimates, ensure sufficient resources to make repairs or rework parts, schedule work, and invoice customers. In addition, they measure and analyze work performed and recommend improvements to service processes.

SERVICE MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES

• Discuss problems with customers and, if they are unsure of what repair/rework they want or what is needed, order diagnostic testing prior to actual rework or repair
• If it is determined that repair/rework is needed, fill out a work order and cost estimate (including estimated delivery date)
• Order parts and supplies if not in stock
• Oversee and occasionally perform repair (rework)
• Handle customer complaints, questions, and concerns
• Coordinate activities of service personnel conducting research and testing program on automotive equipment considered for acquisition based on such factors as operational performance, costs of operation and maintenance, operational safety, and compliance with environmental laws and regulations.
• Proposes modifications to service processes and/or materials used
• Directs procurement of equipment and materials, supplies, and parts required to maintain repair and storage facilities
• Coordinates repair / rework / maintenance in order to obtain optimum utilization of equipment and personnel and prevent or alleviate operational delays in other departments
• Perform other job-related duties, as needed

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Operations Manager. Works in conjunction with Design & Development, Sales, and Procurement (Purchasing) departments.

PROCEDURES

The Service Manager Job Description is mentioned in the following procedures:

SERVICE MANAGER QUALIFICATIONS

A high school diploma or GED is required, as is 5+ years of experience as a mechanic, machinist, or technician; must be able to perform essential service duties.

Must have demonstrated ability to lead a team of 3 or more; shop supervisory experience is preferred. Must have good communication skills and the ability to work well with people at all levels. Strong organizational, managerial, mathematical, and reasoning skills are required.

Candidate needs to have current ASE, AIR, CNC, etc., certification in repairs / maintenance.

Experience with inventory tracking, work order tracking / management software is required.

SERVICE MANAGER PHYSICAL DEMANDS

Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

Occasional heavy lifting (20+ lbs.) while performing repairs, etc., can be expected. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, printers) and perform repairs, when needed.

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting and, on occasion, on a shop floor. Extended periods of sitting while using a computer are interspersed with movement about the production / warehouse facility, performing repairs and carrying out other essential duties.