Service Manager_Appleton, WI

Job Title: Service Manager

Reports To: Store Manager

FLSA Status: Exempt

Summary: This role is a key position which requires strong leadership skills including the ability to coach and lead the team effectively to obtain store goals. This position will require excellent communication and customer service skills and is responsible for maximizing service department performance. Prior leadership experience is required. Experience with agriculture equipment is preferred.

Duties and Responsibilities include the following. Other duties may be assigned.

1. Responsible for the efficient management of each service technician’s time and labor.*

2. Responsible for on-site parts personnel.*

3. Manages facilities and technician work environments with Krone personnel safety in mind at all times.*

4. Communicates and interacts with retail and field employees.*

5. Responsible for matching staff with proven skills to perform tasks accordingly.*

6. Initiates and monitors work orders for the proper/appropriate use of the parts personnel and service technicians’ time to include parts being used and labor expended.*

7. Assists with the shop/service as needed to meet special deadlines.*

8. Responsible for facility maintenance.*

9. Keeps track of Key Performance Indicators for shop efficiency. These include warranty work, warranty recovery, absorption rate, recovery of technician hours for customer work, and parts sold through the service department.*

10. Creates strategies to improve absorption and parts sales through service.*

11. Responsible for training, mentoring, and increasing the technician abilities and compentencies.*

12. Communicates all new policies, procedures, updates, changes, and company information on a timely basis.*

13. Responsible for adhering to all State and Federal guidelines for the Environmental Protection Act, the Occupational Safety and Health Act, and the handling of hazardous materials to provide a safe working environment for all technicians.*

14. Manages parts and service vehicles to ensure they are properly equipped, serviced, and repaired, as needed.*

15. Schedules training utilizing company sessions, bulletins, and meetings to ensure the needs are met for working with retail and field personnel.*

16. Handles parts and service complaints or disputes to achieve a satisfactory solution for all parties involved.*

17. Reviews departmental expenses, capital expenditures, and financial results monthly with the Regional Technical Support Manager.*

18. Assists with product demonstrations as needed.*

19. Handles company equipment transfers during after hours, weekends, and holidays, as needed.*

20. Responsible for facilitating or assisting with customer meetings, as needed.*

21. Must be able to travel overnight in US and internationally.*

Supervisory Responsibilities:

Directly supervises employees in the Service and Parts Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel, DIS/SAP accounting software, and payroll systems.

Education/Experience:

Bachelor's degree (B. A. / B. S.) from four-year college or university; and four to six years related experience and/or training; or equivalent combination of education and experience.

Specialized Training:

Mechanical aptitude

Certificates and Licenses:

· Valid driver's license

· Valid Passport for International Travel

Equipment:

· Forklift

· Power tools

· Service crane/hoist

Knowledge, Skills and Other Abilities:

· Oral and written communication skills

· Professionalism and leadership skills

· Decision making skills

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 talk or hear. The employee is frequently required to stand; walk; sit; use hands; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee is occasionally required to climb or balance; and taste or smell. The employee must occasionally lift and/or move up to 75 pounds.

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 work near moving mechanical parts; and outdoor weather conditions. The employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to wet or humid conditions (non-weather); work in high, precarious places; toxic or caustic chemicals; extreme cold (non-weather); extreme heat (non-weather); risk of electrical shock; and vibration. The noise level in the work environment is usually loud.

Thank you for your interest in Krone NA, Inc.