Job Summary

The Branch Service Manager is expected to lead their team to success and overcome every challenge and adversity that presents itself to do so. As a leader in the service department the Branch Service Manager must be well familiar with all service department processes. This position will be responsible for the following:

• The Branch Service Manager will guide the service team as needed in service processes, paperwork flow, and planned maintenance completion under the direction of the Corporate Service Manager.
• The Branch Service Manager will arrange for the re-delegation of branch service tasks when a member of administration is out or fill in for that position as needed. The capability of stepping into the role of any service administration position is a must.
• The Branch Service Manager will monitor the Work in Progress of all service jobs at the respective branch to keep the WIP to an absolute minimum.
• The Branch Service Manager will have the assignment of quoting, oversee the quoting, and obtain guidance for quoting all service jobs at the branch. Then making sure the job stays on quote (or the customer is advised of changes) using the administration and technician personnel as a team.
• The Branch Service Manager works with the Parts, Rental, Product Support, Sales, and Accounting departments to help achieve the mutual goals Tri-Lift has established.
• The Branch Service Manager takes the lead in resolving parts issues so that the technicians can proceed with their tasks without delay.
• The Branch Service Manager will monitor and help procure purchase orders from customers as needed by monitoring administrative personnel and getting directly involved when necessary.
• The Branch Service Manager will have a large role in processing warranties working with the service team to keep warranty claims accurate and flowing.
• The Branch Service Manager will assist the shop foreman and take the lead in communicating with customers about job progress.
• The Branch Service Manager will help Grow Tri-Lift by selling service and actively procuring new accounts. This may be through the direction of technicians, personal calls, and cooperation with product support personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed may be required as deemed necessary by your supervisor or service manager.

• Arrange to cover positions when a member of the service administration team is out by temporarily re-delegating assignments or directly filling in.

• Open road service work orders as needed. Close work orders when complete.

• Directing technicians how to comply with customers’ policy and procedures.

• Review and confirm accuracy of paperwork and terminology.

• Keep records and notes of work in progress.

• Communicate with customer with estimate time of arrival and follow up of service provided.

• Set planned maintenance with customer and efficiently with tech schedule.

• Work with parts department and technicians to insure that parts are ordered in a timely and correct manner.

• Schedule any short notice training for technicians as required.

• Focus on making every work hour a profitable hour for the company.

• Review tech time cards to ensure they are being kept up to date in real time.

• Ensure tech time cards correspond with work orders.

• Post techs time into the system properly when needed to fill that role.

• Make sure completed jobs are quickly moved along for processing.

• Complete final check of road service jobs and close.

• Check with each technician directly assigned to them at the end of the day and note all issues requiring priority attention.

• Recruit and hire technicians and admin personnel as per policy.

• Prepare the tech schedule for the next day.

• Verify that technicians are aware of any changes from their normal schedule.

• When using a company vehicle you are responsible for the safe operation of the vehicle and to follow all traffic laws. Company vehicles are to be used for company business only.

• Any traffic violations, citations, fines, related to driver’s actions are the responsibility of the employee to pay as ordered when operating a company vehicle or personal vehicle on company business.

• Our insurance carrier conducts annual driver record screening. You must meet the qualifications and be insurable by our insurance carrier to operate a company vehicle or a private vehicle while conducting company business.

• Be involved with disciplinary actions with employees under the supervision of the Corporate Service Manager.

Core Competencies:

• Explaining situations clearly: Provides clients and team members with the information they need to make informed choices about repairs. Gives technicians the information they need to move on situations safely and effectively.

• Dealing with conflict: Defuses conflict effectively without giving in or backing down; uses conflict as an opportunity to solve problems.

• Interpersonal savvy: Displays a high degree of tact and diplomacy; builds good rapport with clients; can explain the causes of mechanical failures in a way that is informative but not accusatory.

• Reading others: Picks up quickly on clients’ reactions; figures out where their hot buttons are and what will satisfy their needs.

• Active listening: Pays careful attention to the client’s problem and asks appropriate clarifying questions; lets the client or operator explain himself/herself completely; can restate a conversation accurately.

• Demonstrates empathy: Understands the client’s problems and concerns and displays a motivation to be helpful.

• Accommodating to clients: Balances client’s and own organization’s needs to make sure that the client is satisfied.

• Level-headedness: Keeps cool under pressure; maintains an even temper when the client seems to be upset.

• Honest and trustworthy: Builds a reputation as a person who is consistent and direct while still seeking to be helpful.

• Displays insight and intelligence: Shows superior ability to identify solutions where others cannot; thinks technically but can also translate thoughts into plain language for others.

• Develops technical knowledge: Possesses and maintains knowledge of the equipment with which he/she will be working; learns new things quickly and can apply the knowledge on the job.

• Documenting actions and results: Writes reports of actions taken in a clear, concise way that the client and the office understand easily.

• Staying on task: Keeps focused on important activities; moves quickly from one job to the next.

• Managing the schedule: Determines how long a repair will take and sets/changes other appointments accordingly; anticipates problems and adjusts schedule to compensate. Excels at logistics and time management.

• Multitasking: Can stay focused on several activities at the same time and switch between tasks quickly.

• Follows rules and regulations: Ensures that he/she understands the organization’s rules and follows them consistently.

LEAD GENERATION: Develop a working knowledge of all the products and services supplied by Tri-Lift NC. Overall goal is to suggest and provide leads to other departments for products supplied by our company that will enhance our customers business.

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. Has the ability to perform strenuous and heavy work, can exert force up to 100 pounds on occasion and frequently handle loads to 50 pounds. Must have the physical stamina to perform continuously with full body motion for climbing, reaching, pulling, walking and lifting, etc While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk and climb or balance. The employee is frequently required to sit; stoop, kneel, crouch, or crawl; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed in a maintenance environment with potential equipment movement hazards as well as exposure to chemicals and solvents that require knowledge of proper safety procedures. Work is performed at customer locations, including manufacturing, warehouses, cold storage facilities and other “difficult” or outdoor environments. The employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and risk of electrical shock. The noise level in the work environment is usually moderate

TYPICAL WORK SCHEDULE: The typical work schedule is as follows. Normal daily operations are typical business hours. Most Service Managers find success being available 7:00 am to 5:00 pm. Monday through Friday, the standard to meet is to meet the need to accomplish the mission. Working some weekends and evenings are possible.

TRI