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Service Manger

Company Name:
Patten Industries
POSITION SUMMARY: The Service Manager is accountable for all aspects of the Service Department and plays a vital role in the overall success of Patten Caterpillar in the territory. The Service Manager must possess a deep knowledge of construction equipment maintenance and repair, the skills necessary to ensure efficient shop operations and a continuous improvement mindset.

PRINCIPAL FUNCTIONS AND RESPONSIBILITIES:
The Service Manager is responsible for all Shop Service and support activities associated with the shop at one Patten Branch location. Responsibilities include, but are not limited to the following:
Exemplify our Corporate Values of Integrity, Customer Focus, Accountability and Teamwork
Provide leadership and direction as required to achieve the highest levels of customer satisfaction, employee engagement and profitability
Responsible for the Shop Service P&L
Conduct regular meetings to coordinate activities, provide guidance, gather information and communicate company strategy
Manage day-to-day activities of Service Department personnel
Manage work-flow and scheduling to achieve the highest levels of customer satisfaction and shop efficiency
Manage service, repair and reconditioning of machines and components
Manage new and used equipment inspection, service and preparation for the Sales Department
Manage shop customer communications
Manage the work order process from opening jobs through job invoicing
Develop quotes for complex jobs and quote approvals
Consistently enforce work rules and company policies
Effectively manage all Work In Progress (WIP)
Conduct semi-annual performance reviews for all direct reports
Ensure operations conform to industry and company performance metrics and benchmarks
Occasionally participate in sales calls with Sales Reps.
SUPERVISORY RESPONSIBILITIES: Direct Reports: Service Supervisors, Service Writers, Service Clerks, Technicians, Helpers

EDUCATION/QUALIFICATION/EXPERIENCE:
Bachelor degree with minimum of five years management experience in construction equipment service and repair, or a minimum of ten years of management experience in construction equipment service and repair.
Experience as an Equipment Manager or Service Manager/Supervisor a plus
Advanced user of all Microsoft Office products to include Excel
Working knowledge of Caterpillar programs DBSi, DSI, SMIS 2 and PSEL a plus
Working knowledge of CODA a plus
SKILLS/ABILITIES:
Working knowledge of a P&L and financial statements
Ability to understand, interpret and leverage performance metrics related to efficiency, productivity, profitability, safety, market share, resource deployment and general operations.
Exceptional communication, management, leadership and interpersonal skills
Working knowledge of OSHA and EPA regulations as they relate to the industry
Ability to carry on effective communication with customers to maintain a high level of customer loyalty

EEO M/F/Vet/Disability


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