SERVICE MANAGER

Description/Job Summary

Hugg & Hall Equipment Company is a leading supplier of Material Handling and Construction Equipment. Representing multiple lines, we are a turnkey operation offering new, used, parts, service and rental for industrial and construction equipment needs. Hugg and Hall knows that an environment where the employee is valued, well-trained, and confident will bring satisfaction to the customer or client. If you are seeking a career with a company that can offer opportunity and respect as a team member then you should consider employment with Hugg & Hall Equipment Company. Our team includes sales representative, service technicians, and a variety of other positions that will work together to make our customers' needs our own.

Hugg & Hall offers competitive compensation and benefits including medical, dental, vision, 401K and paid vacation.

The Service Manager is responsible for ensuring that our field & shop technicians perform their work safely and with the highest level of quality and proficiency in the industry; managing & leading our service management and administration team to achieve company goals & objectives; and communicating with our customers pertaining to all Service Department needs, services, opportunities and concerns. This position is expected to create and maintain a work environment that has high regard for employee satisfaction and customer satisfaction through which a high return on investment is realized.

Key Objectives:

• Safety
• Manage Service Department - Processes, Procedures & Profitability
• Strengthen Customer Retention and Develop New Service Business
• Recruit, Develop, and Evaluate Personnel

Duties:

Ensure the Safety of employees and customer personnel; Protect the company and its customers from loss or damage of property by:

• Having zero accidents
• Working with training manager to ensure our technicians are qualified to perform required repairs
• Understanding and communicating that responsibility and risk to our technicians in the repair of equipment
• Having knowledge and understanding of company and customer safety policies
• Having knowledge and understanding of safe repair procedures allowing for quick visual inspections and quick recognition of when inadequate procedures are in use.
• Working to hold employees accountable who fail to perform their work safely, are caught violating company and/or customer safety policies and procedures and who are involved in preventable accidents
• Working to recognize and record near misses, use these near misses or actual accidents as coaching and teaching opportunities
• Working to consistently inspect our fleet of service vehicles, buildings & grounds, and tooling to ensure they are kept in safe working condition and maintained per the manufacturers recommendations &/or company policies
• Working closely with the service department management team to train & hold them accountable to all the same essential job duties above as they relate to their specific group of field & shop techs
• Working closely with the Shop Manager to identify risks or deficiencies of all service techs that help drive new safety policies and procedures or justify the need for tooling or other capital investments

Create premium value by delivering industry leading Quality through:

• Oversight of FSM's dispatching field technicians and Shop Manager's management of the shop techs for equipment repair and maintenance
• Oversight of FSMs & Shop Manager as they work closely with new hire technicians
• Working closely with Training Manager on the development plans of our technicians
• Meeting consistently with team on an individual & team basis for the purpose of proper planning
• Oversight of the status of repairs / PM's through Central Dispatch and communication with technicians to ensure the flow of work is continuous with minimal interruptions.
• Determining the fleet mix, specification of vans and trucks, and managing the overall cost of the vehicle fleet and maintenance.
• Working with the Parts Department and their inventory processes to ensure service vehicles are adequately stocked as an effort to have a high rate of "first time fixes" through a high percentage of parts availability being serviced off the van or truck
• Conducting annual performance reviews of your FSMs, Shop Manager, & Service admin team in a timely and effective manner incorporating honest, objective, and constructive feedback. Provide compensation recommendations.
• Oversight of FSM's & Shop Manager's performance reviews for their assigned techs to ensure they are timely & effective and incorporate honest, objective, and constructive feedback. Approve compensation recommendations
• Providing leadership to the entire Service Department team. This will include all things related to their specific professional development as technicians and managers and in general as employees of Hugg & Hall Equipment.
• Recruiting talented personnel for the Service Department to serve as technicians, managers, & service administration

Create consistent sales growth at established gross Profit levels; maintain the financial health and increase the net Profit contribution of the Service Department by:

• Oversight of & direct communications with the customer when things change
• Being aware of the true cost of discounting our services
• Maximizing our total number of labor hours available for sale
• Understanding the combinations within service with which to generate revenue and profit and when to use them, i.e. flat rated repairs vs. time & material
• Approving initial PM pricing & promoting frequent reviews of the PM database to encourage renewals & purging of the undesirables
• Setting Full Maintenance pricing through thorough evaluation of the equipment application, hours of usage, make and model of equipment to be used, the environment in which the equipment will be used, distance to customer location from the Branch and technician(s) available with adequate knowledge to perform maintenance with the highest level of efficiency.
• Oversight of the FSM & PSSR team managing your full maintenance accounts: thorough understanding of maintenance and repair items included and excluded as outlined in the full maintenance contract, identification of damage done through abuse, both caused by operator error or by the application/environment, consistent record keeping of hours of usage so any associated "overtime" charges are realized
• Creating and maintaining procedures for identifying, quoting & getting customer approvals of additional recommended repairs, especially those related to the safe working condition of the equipment
• Creating and maintaining procedures for adequate record keeping and customer acknowledgement of safety deficiencies as noted by our technicians
• Oversight of Service Coordinators providing customer quotes to ensure the accuracy and timeliness of the delivery to the customer.
• Controlling costs for all Service Department activities through weekly, monthly, quarterly, & annual reviews of the Service Department's income & gross profit statement reports as well as daily & weekly reviews of expense invoices
• Managing the profit potential related to OEM warranty repairs & product updates

Qualifications: Must be able to fulfill essential job functions in a consistent state of alertness and safe manner

Minimum 3 years management experience

Prefer 5 years management experience in service related or equipment industry

Strong operational leadership and management skills

Ability to use technical knowledge

Strong computer skills

Excellent communication and customer service skills

Ability to foster a strong sense of teamwork and maintain good morale

Effective administrative skills

Ability to be efficient and effective in time management

Ability to obtain forklift certification

Education:

College degree preferred

High school diploma or equivalent

Physical Demands/Environmental Conditions

This position will be working in indoor office environment with a controlled climate.

This position may work outdoors traveling to customer locations. The employee will encounter varying weather conditions and temperatures. The normal auto hazards will apply.

This position will frequently walk in discussions with personnel in various office and warehouse parts areas, service shops and facility yards.

This position requires sitting at a computer desk for extended periods of time with use of a computer keyboard and use of hands to type.

This position will continuously talk, hear, and read in verbal and written communication.

This position is deemed a Safety Sensitive job for purposes of the Arkansas Medical Marijuana Amendment, the Oklahoma Medical Marijuana and Patient Protection Act and the Louisiana Therapeutic Marijuana Act.