General Description:

Working independently, the Service Manager provides expert level leadership, coaching and mentoring to all service technicians. The Service Manager will oversee the workflow of all service tickets and ensure that technicians are productive. Additionally, this position is responsible for service sales, estimates and parts.

Essential Duties and Responsibilities:

• Oversees the service area workflow and leads all technicians
• Provides expert level customer service by completing estimates on repairs, parts or other services
• Implements sales techniques for all products and services in the store
• Estimates hours of productivity. Writes service tickets and assigns to the proper service technician
• Manages inventory levels of all products by analyzing sales, inventory data, working with vendors and replenishing stock
• Adjusts service and part pricing and handles escalated customer issues
• Oversees the overall quality of work being completed by the technicians
• Strategizes on how to increase gross profit and profit margins on service and part sales
• Analyzes customer satisfaction data from online sources. Evaluates current customer service procedures and implements new strategies to increase ratings
• Makes recommendations on technician performance and pay

Qualifications:

Proficient in Microsoft Office, including Word, Excel and PowerPoint is needed. Expert ability to communicate across all levels of the organization, present complex ideas concisely and clearly articulate ideas both verbally and in writing is necessary. Excellent analytical, planning and negotiation skills are needed. Excellent interpersonal skills with the expert ability to develop strong relationships with key members of both internal and vendor teams. Demonstrated business and financial acumen with an expert knowledge and understanding of business issues, priorities, goals, and strategy is necessary. Must be highly organized, extremely detail oriented with strong leadership experience. Maintaining confidentiality, treating others with respect and upholding Company values is a key attribute. Ability to perform in a fast-paced, goal oriented, and time sensitive environment. The ability to drive organizational transformation; communicates openly and builds consensus with stakeholders.

Work Days:

Normal work days are Monday through Saturday. Occasional Sundays may be necessary.

Work Hours:

Normal work hours are 7:00 a.m. to 6:00 p.m. Additional hours may be necessary.

Local Travel is required

Physical Requirements:

Physical Activity

                                           Not Required     Up to 33%       Up to 66%      Up to 100%

Sit                                            [           ]           [           ]           [           ]           [    X     ]

Stand                                       [           ]           [    X     ]           [    X     ]           [           ]

Walk                                        [           ]           [    X     ]           [    X     ]           [           ]

Climb                                       [           ]           [    X     ]           [           ]           [           ]

Kneel                                       [           ]           [    X     ]           [           ]           [           ]

Squat                                      [           ]           [    X     ]           [           ]           [           ]

Bend/Stoop                             [           ]           [    X     ]           [           ]           [           ]

Crawl                                       [           ]           [    X     ]           [           ]           [           ]

Push/Pull                                 [           ]           [    X     ]           [           ]           [           ]

Twist                                        [           ]           [    X     ]           [           ]           [           ]

Reach Overhead                     [           ]           [    X     ]           [           ]           [           ]

Weight Lifted/Carried 

                                           Not Required     Up to 33%       Up to 66%      Up to 100%

Up to 10 pounds                     [           ]           [           ]           [           ]           [    X     ]

11-25 pounds                          [           ]           [           ]           [    X     ]           [           ]

26-50 pounds                          [           ]           [    X     ]           [           ]           [           ]

51-75 pounds                          [    X     ]           [           ]           [           ]           [           ]

76-100 pounds                        [    X     ]           [           ]           [           ]           [           ]

More than 100 pounds            [    X     ]           [           ]           [           ]           [           ]

Sensory Requirements

Specific abilities required by this job include vision, speech, touch and hearing.