Service Manager

Overview

Lead service team, manage scheduling, staff, customer issues, safety, and performance.

Key Responsibilities

• team management
• service scheduling
• kpi monitoring
• estimate preparation
• equipment planning
• customer resolution

Tasks

-Communicates with and coaches employees on assignments, providing technical expertise as needed. -Supervises service associates including employee relations issues, performance reviews, training needs, disciplinary action and termination. -Organizes, communicates, and delegates responsibilities and priorities to ensure the successful operation of the department -Develop business plans and goals to include staffing needs, tools and equipment, and service promotion strategies. -Provides regular and timely feedback that recognizes employee performance, motivating employees and promoting self-development -Regularly review JHA’s, review company wide safety incidents with the team to pass on lessons learned, enforce safety policies, etc. -Manages all service department personnel. -Maintains a safe, clean, neat and orderly work environment. -Monitor Key Performance Indicators and other available reports and adjust business plan and procedures/processes as appropriate. -Determines needs relating to special tooling, equipment, vehicles, and work hours, etc. -Oversees and assists scheduling work in service area in an effective manner that allows for the best use of the available space and the best service for our customers. -Works within and promotes vision, mission, and values of BMC. -Maintains a high level of customer satisfaction. -Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up. -Handles documentation and resolution of Goodwill claims with manufacturers. -Reviews work orders and ensure timeliness of completion and accuracy. -Selects, trains and develops employees consistent with department/division goals, providing coaching on career development -Resolving customer disputes to ensure fair value for the customer and company. -Interviews and hires personnel for service department. -Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc. -Handles customer related service functions such as job scheduling, job progress, warranty issues, etc.

Requirements

• mechanical experience
• computer skills
• associate degree
• supervisory experience
• customer service
• driving record

What You Bring

-Over 70 years of presence in the marketplace. -Must possess a clean driving record -Mechanical experience with the product lines we represent preferred. -Excellent customer service skills -Good oral and written communication skills -Completion of Lead Yourself for internal candidates is preferred. -Computer knowledge -Ability and willingness to work flexible hours -Two-year degree or equivalent experience and training preferred. -Prior supervisory experience or Service Management Training preferred. -Must have good leadership, detail and organizational skills.

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Benefits

-401(K) Plan -Maternity / Paternity Benefits -Paid Time Off (PTO) -SmartDollar – employer paid financial planning program -Employee Assistance Program (EAP) – including Health Coaching -Generous Retirement Plan: -Dental Insurance – 2 plan options -Voluntary Benefit options - Cancer Insurance/Accident/Hospitalization -10% Annual Retirement Employer Contribution, with an Additional 5% Discretionary Employer Contribution -10% guaranteed contribution by the company annually. -Vision Insurance -Basic Life/AD&D and Supplemental Life Insurance -Employer paid Short-Term Disability Coverage – 60% of base pay/salary -Health Savings Account – Employer contribution up to $1,300/year -Health Insurance – 3 plan options -Dependent Care Flex Spending Account -Up to an additional 5% discretionary contribution. -Long-Term Disability Coverage

About Butler Machinery

-Originally founded as a Caterpillar dealership, the company serves industries from construction to mining. -They offer new and used machinery, equipment rental, and parts & service for major brands like Caterpillar. -Butler Machinery has supported a wide range of sectors including agriculture, energy, and heavy civil construction. -The company has built a reputation for offering top-tier equipment solutions that optimize performance and productivity. -Projects range from major infrastructure developments to agricultural advancements and energy solutions. -They have earned recognition for their commitment to delivering quality machinery and exceptional customer service. -In addition to equipment sales, Butler Machinery is known for its strong service network and support offerings.

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