DESCRIPTION:
Directs and oversees Product Support to ensure an efficient and profitable operation to support Branch and Corporate objectives while maintaining the highest quality of service to the customer.
REQUIREMENTS:
- High school diploma required, college degree preferred
- Willingness to learn, be trained, and coach
- Management/Supervision experience in business operational procedures normally gained through five to seven years of management/supervision experience
- Experience in the construction machinery industry with knowledge of products, applications, services, and markets normally gained through five to seven years of experience
- Excellent interpersonal skills, and written and verbal communication skills
- Good working knowledge of computers, spreadsheets, word processing programs
ESSENTIAL FUNCTIONS:
- Analyze, interpret and monitor operating procedures and results; identify and correct inefficiencies and cost control deficiencies
- Develop and monitor annual budgets and objectives for Service Department - implement action plans to address areas not meeting budget or standards
- Investigate and resolve customer complaints, administer service policy and warranty to minimize customer controversies
- Travel to branches or other locations as required to perform assigned duties – maintain a valid driver’s license
- Ensure branch SMCS operations receive systems, procedures, training, and reports in a timely, cost effective manner
- Utilize knowledge and expertise of Service Management Team to solve technical problems, consult with Technical Communicators when necessary to maintain high quality service work
- Conduct staff meetings and departmental and safety meetings to keep employees informed on policies, procedures, new products, and product updates
- Ensure departmental safety inspections and meetings are conducted and that supervisors maintain safe working conditions
- Investigate employee work injuries and determine action to be taken to prevent recurrence
- Work with employees to set aggressive professional and achievable goals to enhance the employees performance
- Use coaching techniques to recognize employees’ accomplishments and strengths and to improve any other areas
- Evaluate employee performance on a regular basis and prepare the related position descriptions, performance appraisals, and salary administration
- Ensure all staff follow corporate and departmental standards and practices and take disciplinary action when required
- Perform other duties as necessary and/or assigned