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Service Manager

Company: Equipment Depot
Location: Itasca
Posted on: July 23, 2019

Job Description:

Requisition Number 19-0263 Post Date 7/8/2019 Title Service Manager - Itasca, IL City Itasca State IL DescriptionOur Itasca team is in search of a Field Service Manager to support a team of Field Service Technicians.

POSITION SUMMARY

Manages the day-to-day service operations at the local level (service support team and technicians will report directly to this individual). Will be required to assemble and lead a high-performing, customer-focused team. Insures that his/her people work

as a team to provide a hassle-free experience for our customers. Effectively drives change within his/her organization to insure one consistent way of doing business with other Equipment Depot locations. Achieves business objectives (as measured by Key Performance

Indicators) by improving the skills and professionalism within our service operation. Improving the efficiency of his/her service organization will be a key responsibility.

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)


  • Communicates and promotes the Equipment Depot vision and mission within their team.

  • Is a positive role model. Inspires and motivates others to perform at a higher level. Treats others with respect.

  • Ensures that his/her team performs with a positive attitude and a great sense of urgency in order to exceed customer expectations. Will earn the trust and respect of people both within and outside his/her organization.

  • Insures that service KPI's (relating to efficiency, productivity, and customer satisfaction) are consistently met.

  • Will be required to handle disciplinary issues involving personnel if/when they occur.






    • Works with his/her Operations Manager to develop and implement short- and long-term strategic plans, objectives and goals for each location under his/her responsibility, along with a plan of action about how to achieve them.






      • Handles customer requests, concerns, and complaints in a prompt and professional manner.






        • Completes performance reviews as/when required for everyone within his/her organization.

        • Works with his/her Operations Manager to identify trends within the organization or business environment and develop plans to address.






          • Wage administration for direct reports.



            • Provides feedback/recognition for reports in job functions.



              • Assists in the recruiting and development of his/her service organization including training assessments of service support team .






                • Assists in the implementation and use of the Service Automation system.



                  • Present and maintain professional image/manner in performing role.

                    POSITION QUALIFICATIONS

                    Competency Statements


                    • Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company

                      products and services, and maintains pleasant and professional image.
                    • Decision making/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions,

                      uses consensus when possible, and communicates decisions to others.
                    • Managing conflict - Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.

                    • Team leadership - Anticipates and resolves conflicts, turns team diversity into an advantage, uses unique team talents, defines processes and goals, and works for consensus.




                      RequirementsSKILLS AND ABILITIES


                      • Good communication, leadership and team-building skills.
                      • Proven problem solving ability. Adept at conflict resolution.
                      • Ability to prioritize and manage time sensitive deadlines.
                      • Basic technical knowledge of industrial equipment. (IC vs. Electric, etc)
                      • Preferably has prior experience in leading a service team.
                      • Has the ability (or can learn) to interpret and understand financial statements and budgeting/forecasting.

                      • Can develop, manage, motivate, and lead a diverse work force.
                      • Ability to manage individuals at off-site locations, while coordinating their roles and activities to meet customer needs and be in line with the centralized effort.

                      • Ability to communicate across all functional groups and geographic locations ("One Equipment Depot" mindset).



                        EDUCATION AND QUALIFICATIONS

                        Education: Minimum high school diploma, preferred college education or equivalent working experience in aftermarket service environment

                        Experience: prefer at least 2 years proven hands-on management experience.

                        Computer Skills: Basic knowledge of computer operation and ability to use Microsoft Office products such as Word and Excel

                        Other Requirements: Strong organizational, communication, and conflict resolution skills. Ability to facilitate change. Training experience

                        WORK ENVIRONMENT

                        Work environment varies from office to off-site locations We would also include shop environment

                        OUR CORE VALUES

                        Passion to Perform – We are passionate to perform and focus on concrete achievements

                        Trust to Act – We are empowered to act, and act in a powerful way

                        Act Responsibly – We are responsible for our actions and the consequences they have for our stakeholders and our environment

                        Make it Fun! – We are serious about making work fun; it's the way we do things





                        • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
                        • Please view Equal Employment Opportunity Posters provided by OFCCP

                          here.
                        • 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)

Keywords: Equipment Depot, Waukegan , Service Manager, Executive , Itasca, Illinois

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