Service Manager

Customers come to depend on Parallel Ag to get any job done and we are looking to add a highly motivated Service Manager to our team! This position is responsible for scheduling and managing repair orders and does so by managing the Service Technicians to facilitate maximum productivity while achieving customer satisfaction and economic goals.

 Essential Job Functions:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Oversees daily activities of the department to maximize scheduling and real-time utilization of resources; analyzes and recommends service technician mix dependent upon customer needs.
• Works with other store management to ensure smooth coordination of workflow processes for the Service Technicians and staff.  Identifies needs and receives direction regarding challenges and/or obstacles
• Enacts contingency plans as needed in order to achieve customer service excellence;
• Services escalated issues/activities as necessary
• Will identify potential problems, troubleshoot and escalate issues to senior management if needed
• Will participate with senior management to post-analyze issues and offer input for future process improvements.
• Reviews ongoing performance of employees taking appropriate action (operational, pay or corrective) as authorized by senior management.
• Participates in daily, weekly, monthly and annual planning processes as needed.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
• Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.
• Projects a favorable image of the company to promote its aims and objectives and foster and enhance public recognition and acceptance of all of its area of endeavors.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative course of action which may be taken.
• Performs all necessary supervisory functions to effectively and efficiently manage the employees of the department.
• Maintains a qualified staff.
• Communicates areas of accountability and performance expected of employees assigned to department.
• Determines standards of performance as a basis to review progress of employees assigned.
• Recommends salary adjustments, transfers, promotions and dismissals.
• Ensures proper training of all Service employees assigned.
• Fosters a cooperative and harmonious working climate conducive to maximize employee morale and productivity.
• Develops individuals for future advancement.
• Performs other duties and responsibilities as required or requested

Supervisory Responsibility:

This position manages all employees of the Service department and is responsible for the leadership, performance management and hiring of the employees within the Service department.

Competencies

• Customer/Client Focus
• Technical Capacity
• Problem Solving/Analysis.
• Leadership.
• Project Management
• Communication Proficiency.

 Experience, Education, Knowledge, Skills and Other Requirements

• High school diploma or the equivalent is required.
• Advanced education such as a Mechanical/Technical Industry Certificate or College Degree is preferred
• Customer service in a mechanically oriented work environment (diesel engines, hydraulics) experience with Farming or small Construction equipment preferred
• Strong ability to communicate well both orally and in writing.
• Ability to establish and maintain positive working relationships with Co-Workers, Vendors and Customers.
• Ability to professionally manage difficult customer situations.

 WORK ENVIRONMENT

The job primarily operates in a workshop environment.  However, travel to off-sites such as the Customer site, Training sites, etc. will take place also.

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear.  This job is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing.  The employee must frequently lift and/or move items over 75 lbs.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position.  Days and Hours of work are Monday through Friday, 8:00am – 5:00pm   Early morning, evening, weekend and work on Holiday’s may be required as job duties demand.

 Additional Notes

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.