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Service Manager

Company: Western States Equipment
Location: Pasco
Posted on: April 1, 2021

Job Description:

DescriptionESSENTIAL FUNCTIONS: Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; authority to hire and terminate employees. Manages annual budget. Updates and revises budget yearly in accordance with company guidelines. Manages expenses. Communicates Service goals, provides resources and direction, and ensures goals are met. Coaches and advises Customer Service Representatives (CSRs), Team Supervisors, and Field Service Supervisors, where applicable and as needed, to ensure positive employee and customer relations including the execution of Technician Development Plans, employee appraisals, customer care consistent with brand promise, adherence to the work order process, repair quality control and financial performance expectations. Works with the Corporate Safety Director and employees to provide a safe and productive work environment. Uses Sales Link for customer information for updates, call reporting and lead generation. Maintains a high level of customer relations and responds to customer inquiries and resolves customer complaints in conjunction with the CSRs. Grows Western's position in the markets it serves. Evaluates customers' expectations and demands and analyzes Western's ability to meet those expectations and demands. Works with employees' to ensure customer needs are being met. Confirms business is being conducted in alignment with our core values Ensures warranty, service policy, and goodwill is addressed and processed within company guidelines. Monitors customer surveys. Resolves any outstanding issues. Evaluates tool needs and ensures purchases are completed correctly according to Western State's guidelines. Resolves employee and work group problems. Analyzes financial statements and initiates changes where problems are located monthly. Works with CSRs and Team Supervisors to manage work in progress and ensures timely closing of work orders. Maintains good working relationships with staff and other departments. Use DBS, INFOCAST, SIS, KPIs, SalesLink and any other applicable system to perform daily job duties. Promotes and manages all customer care standards. Actively cares and advocates safety at Western States. Adheres to all applicable safety policies, procedures and standards. May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives. Works within and promote corporate vision, mission, and values of the organization. Performs other duties as assigned. KNOWLEDGE SKILLS AND ABILITIES: Knowledge and use of Microsoft computer products or other comparable systems required. Knowledge or ability to learn DBS, Infocast, and Sales Link. Proven conflict resolution skills. Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building. Ability to set and manage priorities. Must be a self starter and able to work without supervision. Consistent attendance. EDUCATION AND EXPERIENCE: Proof of high school diploma or General Education Degree (GED). Associates Degree from an accredited vocational school preferred. Five years experience in a heavy equipment and/or truck environment required. Caterpillar experience preferred. Three years of supervisory experience required. Valid driver's license and acceptable driving record required. Must be able to communicate (speak, read, comprehend, write in English). PHYSICAL CHARACTERISTICS: Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting. Able to lift up to 50 lbs in accordance with Western States' Lifting Safe Work Practice to include amount and approach. Must be able to meet all safety requirements for applicable safety policies. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Keywords: Western States Equipment, Pasco , Service Manager, Executive , Pasco, Washington

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