Service Manager - Essex Location
This role will operate out of a new Kubota facility in Essex. Southpoint Equipment represents the legendary Kubota brand, as well as other shortlines. We are a customer-focused business, and require a team member that fits our culture.
Our farm, lawn and garden and industrial equipment sales business requires a Service Manager to oversee and manage the daily operations of the service department. The Service Manager will be responsible for the supervision and leadership of the branch's Service department and respond to customer complaints and inquiries in a courteous and professional manner. They will effectively and efficiently manage the development and direction of the service team to drive the growth of revenue, technical productivity, quality assurance, and to promote a high level of customer satisfaction. The Service Manager's responsibilities will also include the assurance of accurate work order creation and assignment, sourcing and costing, as well as the management of all staff, resources and inventories.
Job Responsibilities:
Duties and responsibilities may include, but are not limited to the following:
- Actively lead and participate in the morning service scrum (service manager/shop foreman, service writer).
- Work with the service writer on more complex service jobs/quotes and provide technical support to warranty work assigned
- Provide technical support to techs on difficult assignments
- Participate in decision making around shop resource requirements -tools/process development
- Monitor workflow through the shop
- Promote a positive work environment in the shop
- Promote a safe work environment
- Manage quality assurance - setting quality standards, maintaining quality of all garage activities.
- Ensure completion of shop maintenance and repair work.
- Address customer complaints and inquiries in a courteous, professional manner.
- Conduct regular performance appraisals for all Service department staff (annual/periodic).
- Provide coaching and mentoring to all subordinate staff.
- Ensure compliance with company standards for cost control, waste reduction, quality, safety, and complete and on-time delivery.
- Oversee and direct Service department resource and workforce issues for the organization.
- Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary.
- Responsible for appropriate staff levels to meet requirements of the shop.
- Responsible for recruitment, hiring, terminations and performance management with support and guidance from HR. Ensure that all reporting employees adhere to company policies and procedures.
- Manage morale in the shop by setting and demonstrating a strong business ethic for dealing with employees, suppliers, and customers.
- Provide leadership for problem resolution to facilitate faster improvements and improved working relationships.
- Enhance and develop policies, procedures and service systems to meet the goals of the department.
- Analyze and report on the department's daily, monthly and annual key performance indicators and industry trends.
- Measure and monitor key indicators of the service delivered.
- Review and use the monthly Profit and Loss statements to ensure expense control and proactively plan service and sales goals. Examine reports (e.g., inventory, sales and daily reports) to determine the operational activities of the company and ensure optimum performance. Monitor financial performance to ensure the department is meeting or exceeding budgetary commitments.
- Maintain the cleanliness of the shop (including work bays and general cleanliness).
- Strong commitment to Health and Safety
- Review work orders for completeness and accuracy prior to customer billing, while ensuring that any open work orders are being closed off in a timely manner.
- Ensuring that service vehicles are being maintained, and that tools and equipment that technicians require to perform their job responsibilities are available and in good working order.
- Fostering a sense of customer satisfaction and repeat business, building new and existing relationships with customers.
- Preparing quotes and maintaining a high level of communication with both the customer and internal staff
- Coordination of shipping with sales staff, customers and internal teams
Other Duties
- Following: rules related to workplace health and safety, protection of company property
- Committing to: working hours, shift schedule, and breaks defined by the supervisor
- Treating company materials, products, and other property with due diligence and care
- Committing to the training programs required to fulfill the functions of this role
- Performing tasks required by the integrated quality and environmental management systems; cooperating to protect the environment (e.g., sorting and recycling waste); reporting environmental accidents immediately
- Performing all other duties as assigned by your supervisor
Core Competencies
- Core Competencies
- Customer Focus
- Communication
- Energy and Stress
- Teamwork
- Quality Orientation
- Time Management
- Adaptability / Flexibility
- Creative and Innovative Thinking
- Decision Making and Judgement
- Planning and Organizing
- Problem Solving
- Result Focus
- Accountability and Dependability
- Ethics and Integrity
- Mediating and Negotiating
- Providing Consultation
- Leadership
- Coaching and Mentoring, Staff Management
- Enforcing Laws, Rules and Regulations
- Mathematical Reasoning
- Development and Continual Learning
Requirements
- 5+ years in equipment sales/ or equipment sales and service/ service management
- Strong knowledge of agricultural equipment, construction and landscaping equipment
- High School diploma, G.E.D. or equivalent.
- Post-Secondary diploma or degree in a mechanical/technical or business field preferred.
- Effective leadership skills, with a strong focus on operations and business processes.
- Able to identify key issues and creatively and strategically overcome internal challenges or obstacles.
- A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.
- Effective attention to detail and a high degree of accuracy.
- High level of integrity, confidentiality, and accountability.
- Proven mechanical abilities, and strong working knowledge of mechanical application and repair techniques.
- Ability to work independently in a busy environment.
- Experience with routine maintenance operations.
- Demonstrated knowledge of inventory control techniques and procedures.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing.
- Able to work well under pressure.
- Strong attention to detail.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Availability to work Saturdays and/or extended hours periodically to meet the needs of the business.
Working Conditions
- Ability to sit prolonged times
- Physical ability to lift up to 50lb.
- Safety equipment will be required, e.g. steel-toed safety boots, safety glasses/goggles, etc.
- Overtime as required.
- Hazards associated with the trade.
- Work both indoors and outdoors.
- May be exposed to high levels of noise.
Cooperation with other departments
- The employee is expected to work in collaboration with other teams as necessary.
External relationships
- The employee represents Southpoint Equipment and as such, is expected to behave respectfully to other employees and company visitors.
- The employee is subject to the confidentiality agreement signed when you joined the company.
What We Offer
- Very Competitive Compensation
- Top Benefits Package
- Training and Development
- A Place you will enjoy working. Many staff have been here their entire career
Job Type: Full-time
Pay: $75,000.00-$90,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
Ability to commute/relocate:
- Essex, ON N8M 2Z1: reliably commute or be willing to relocate with an employer-provided relocation package (required)
Experience:
- equipment sales and service/ service management : 5 years (required)
- agricultural, construction & landscaping equipment: 3 years (preferred)
Work Location: In person
