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Service Manager in Harrisburg, PA at ITW Food Equipment Group

Date Posted: 11/26/2018

Job Snapshot

Job Description

The Service Manager is responsible for the service supervisory functions of an assigned group of technicians. Service Manager will assure operational excellence and safety in our service operations.  Responsible for training and supervising an assigned group of technicians. 

Responsibilities:

Leadership
  • Responsible for all recruiting, hiring, training (recommends appropriate service schools), retention, personnel development for direct reports.
  • Responsible for maintain a safe workplace and ensuring compliance with safety requirements, including safety training and effective use of PPE.
  • Responsible for providing training to Service Technicians and when necessary, responsible for selecting and assigning experienced Service Techs as mentors to assist in providing the necessary training (including OJT and on-line training).
  • Responsible for Technician Performance Reviews, to include development plans, promotions, reclassifications and merits.
  • Responsible for maintaining effective communications with assigned team.  This includes appropriately cascading messages, including presentations on the assigned topics from the branch monthly meeting templates with assigned technicians. 
  • Responsible for being a positive role model while supporting company culture and vision, mission and values. 
Operational Excellence
  • Work with technicians to ensure customer facing metrics (FCC, Days to Complete, Response Time and Call Backs) are achieved.  Coach technicians on ways to improve these metrics.
  • Increase technician productivity: supervise and mentor technicians to increase effectiveness in troubleshooting and repair of assigned product group, also decreasing the amount of call backs on service calls.
  • Improve First Call Completion and Time to Complete: continually evaluate technician inventory based on serviced product line. Add inventory to technicians’ vehicle based on inventory usage and historical inventory of high FCC technicians or other means devised to increase effectiveness.
  • Monthly review of technician performance metrics. Identifying areas of opportunity and working with the technicians to improve. Provide feedback mechanism for technicians.
  • Responsible for ensuring adherence to Safety standards and maintaining acceptable safety metrics for assigned technicians.
  • Randomly audit service calls and order processes monthly.  This includes follow-up with customers and reviewing completed calls to ensure satisfaction.  Includes auditing FSA and DAX procedures and technical diagnosis of the call
  • Work with Service Technicians and parts personnel to control accuracy and appropriate parts inventory in vehicles, including cycle counts and inventory replenishment per company guidelines.
  • Responsible for Problem Resolution and making the necessary decisions to rectify Customer complaints or redeploy resources as needed.
  • Makes service calls with Service Techs when a complaint or problem arises that could adversely affect customer relations; diagnoses the problem area and assists Service Tech in correcting malfunction; or assigns another Service Tech to assist in correcting malfunction.  
  • Manage regular maintenance for service vehicles.
  • Maintains working knowledge and provides technical support to the technicians in this area.
  • Coordinate with the assigned Dispatcher(s) to maximize efficient tech routing and to ensure that inspections are scheduled on a timely basis. 
  • Create, review and follow up on quotes for service.
  • Manages / Schedules necessary overtime and time off per corporate guidelines and ensures On-Call protocol is up to date and communicated.
  • Ensures Technician complete all service work per Customer requirements on a timely basis ( 3rd party check in/out, NTE’s, required signatures) to enable payment of invoices.
Market Development and Customer Relations
  • Responsible for Customer Satisfaction and Facing activity for assigned technicians.  Problem resolution to deliver on the Brand Promise is critical  
  • Meet assigned financial targets for revenue (contracts and TM)
  • Develops and maintains relationships with existing and new key customers in assigned territory. 
  • The above description covers the most significant duties performed but does not include additional work which may be assigned by management
Minimum Qualifications
  • Experience effectively managing customer relations dealing directly with customers
  • Ability to effectively demonstrate productivity tools, i.e. Microsoft Office
  • Achieve targets and goals with minimal supervision.
  • Strong communication skills verbal and written
  • Electrical and mechanical service experience
  • Valid driver’s license
Preferred Qualifications
  • 5-7 years demonstrated proficiency in a field service role
  • Service product knowledge
  • Ability to understand financial information such as margins, labor cost, mark-ups and expense control
  • Working knowledge of Branch operating systems
  • Customer Relations Management /Sales experience
  • Associates degree or prior Hobart Service supervisory experience
Physical Requirements 
  • Office and field environment
  • Up to 25% overnight travel
  • May be exposed to noise, heat, cold, slippery, wet conditions
  • May be required to sit/stand/walk for extended periods of time
  • May be required to lift 50-75 lbs ( with or without assistance)
  • May be required to climb a ladder
  • Driving company vehicles for extended periods of time
 
NO PHONE CALLS PLEASE
 
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
 
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
 
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

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