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Service Manager- Orlando,FL

SUMMARY:
This position is primarily responsible efficiently manage and direct all aspects of the service department operations. Ensure
customer satisfaction and maximum profits for the dealership. Coordinate activities and cooperate with other departments to
best serve the service needs of the customer. Help business to be more profitable.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
1. Schedule all service work and assign to the technicians. Oversee work to ensure satisfaction for the customers.
2. Advise customers of repairs and estimated cost of repairs. Charge out all service, customer, internal and warranty
tickets in a timely, profitable manner.
3. Work with customers to resolve any complaints.
4. Maintain a clean and orderly shop area at all times.
5. Keep special tools up-to-date.
6. Work with sales staff on prompt and cost-effective reconditioning of used equipment.
7. Assist technicians when needed.
8. Control expenses of the service department while maintaining productive services for our customers.
9. Prepare and follow a sales and operating budget.
10. Conduct regular service department meetings.
11. Control nonproductive time, breaks, protected time off, sick leave, and personal leave.
12. Hire and ensure service technicians are being trained.
13. Ensure that the shop is in safe operating order.
14. Provide programs to ensure the productivity of each employee.
15. Assure that at least one person is qualified to fill any specific job position including the manager’s position.
16. Review employee performance on an annual basis with the Branch Manager.
17. Develop programs to upgrade all employees capable of and desiring advancement.
18. Work closely with the parts department personnel to ensure that parts required are available.
19. Make recommendations regarding the purchase of service vehicles and maintain the fleet.
20. Attend training classes and store meetings.
21. Work harmoniously with all co-workers.
22. Assist other department personnel to ensure customer satisfaction.
23. Establish and maintain good client/vendor relations.
24. Attract, train, and retain critical skilled personnel; takes quick action to fill vacancies, provides performance
management to subordinates; provides development for team, minimizes voluntary turnover.
25. Ensure all subordinate employees understand the direction, plans, and monthly results of the service department
through communication.
26. Review warranty claims.
27. Handle customer’s equipment damage issues as they occur.
28. Help PSSR on specific equipment repairs to create prices approach to close the deal.
29. Track Service revenues against measurements to exceed revenue goals.
30. Complete injury reports for all accidents within the first 24 hours, safety issues and workers compensation claims.
31. Assist Branch Manager with any special projects or requests.
32. Ensure employees observe the company’s safety standards in accordance with OSHA and state regulations.
33. All other duties related to the position and requested by Branch Manager.
SUPERVISORY RESPONSIBILITIES:
Directly supervises Service department staff. Is responsible for the overall direction, coordination, and evaluation of all units.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include
participate with the HR Department in the process of interviewing, hiring and training of employees; planning, assigning, and
directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
 Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully;
Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with
emotional topics.
 Project Management – Develops project plans; Coordinates projects; Communicates changes and progress; Completes
projects on time and budget; Manages project team activities.
 Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to
continuously build knowledge and skills; Shares expertise with others.
 Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits
customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
 Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and
welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to
build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
 Delegation – Delegates work assignments; Matches the responsibility to the person; Gives authority to work
independently; Sets expectations and monitors delegated activities; Provides recognition for results.
 Managing People – Includes staff in planning, decision-making, facilitating and process improvement; Takes
responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback;
Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external);
Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory
skills.
 Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
 Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically;
Upholds organizational values.
 Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and
consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on
commitments.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or five to seven years related experience
and/or training; or equivalent combination of education and experience.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems;
Database software; Design software; Development software; Human Resource systems; Internet software; Inventory software;
Manufacturing software; Order Processing systems; Payroll systems; Project Management software; Spreadsheet software and
Word Processing software.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or
hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk;
climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift
and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception
and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles; toxic or caustic
chemicals and risk of electrical shock. The employee is frequently exposed to risk of radiation and vibration. The employee is
occasionally exposed to wet and/or humid conditions (non-weather); working near moving mechanical parts; outdoor weather
conditions; extreme cold (non-weather) and extreme heat (non-weather).
The employee is frequently exposed to moving mechanical parts and fumes.
The noise level in the work environment is usually loud.

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