Senior Service Manager

Posted on Dec 19, 2018 by MacQueen Equipment Group

Saint Paul, MN 55106
Immediate Start
Annual Salary

Position Purpose

Reporting to the Director of Service and Parts Operations, the Senior Service Manager will be responsible to lead the various location service managers to ensure best service practices and procedures are followed and that established goals and sales projections are obtained.

Duties and Responsibilities

• Monitor, report on and develop action plans based on service department metrics

• Review/develop daily processes to be used by all service employees

- Develop service portion of location score card

• Lead the creation, refinement and success of preventative maintenance plans for all product lines

• Develop procedures and metrics to ensure the effectiveness of and look for opportunities to expand the resident field tech program

• Ensure compliance with all safety and environmental compliance rules and regulations.

- Conduct audits at all locations

• Based on observations and VOC inputs, implement programs and policies to maximize service sales at all locations

• Function as the lead in the escalation path for customer concerns, warranty and internal issues

• Monitor and create actions plans to increase the levels of customer service

• Other tasks as assigned

. Requirements:

Skills and Experience

• Bachelors Degree in Business, Finance or related field, or an equivalent combination of education and experience

• 4+ years supervisory or management experience

• 5+ years experience in service, technical support or customer care management

• Strong knowledge of service measurement, tracking and reporting standards

• Able to multi-task and work independently

• Strong understanding of financial aspects of service management

• Proven leadership and performance management skills

• Demonstrated sales experience

• Excellent written and verbal communications skills

• Very strong Microsoft Office skills to include Excel, Word and PowerPoint

• Dealer Operating Systems experience desired, CDK experience a plus

• Excellent people and customer relationship skills

• Able to work with and garner the support of varied managers and department leaders

• Travel up to 50% at times is required

The MacQueen Equipment Group is an Equal Opportunity, Affirmative Action Employer.


Reference: 597240108

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