Service Manager

Position Summary: The primary function of this position is to ensure that Gradall and Vacall customers receive the highest level of product support.
The Service Manager is responsible for the oversight and leadership for employees engaged in the service, training, and repair of mobile equipment and machinery (such as equipment mechanics and service technicians in a sales, service, or rental establishments).
The Service Manager will work closely with sales personnel to aid in addressing customers' service complaints, warranty repairs, and other equipment service requirements.
Requirements: Essential Functions of the Job: Representing the company in a professional manner and building long-term relationships with customers by providing guidance and direction to customers and members of the Service, Training, and Sales Departments.
Taking ownership of the planning, organizing, decision making, and workflow coordination required to maximize the effectiveness and efficiency of the Service Department.
Ensuring service calls are returned and customer needs are met in an effective and efficient manner.
Analyzing service and training department needs, identifying vulnerabilities, and improving productivity, efficiency, and accuracy of processes and procedures to ensure the highest level of product support.
Assisting with securing the equipment necessary to keep the service team members abreast of updates.
Establishing and providing training and service programs to instruct dealers in the proper maintenance of products.
Identifying and resolving all problems relating to service and warranty for Vacall and Gradall products.
Assisting with resolving issues related to parts including recommendations for appropriate stocking levels of service parts based on field conditions.
Collecting and transmitting data related to specific service problems, design deficiencies, and general maintenance problems that may occur.
Ensuring that field technical service, troubleshooting, and guidance is provided to customers in compliance with predetermined sales obligations.
Providing dealers with the technical information and manuals necessary for the safe operation and proper maintenance of products.
Coordinating schedule changes with managers and company departments.
Working with the sales team to interview, evaluate, and select new dealers.
Staying current in product knowledge and industry trends to ensure Gradall stays up to date with best practices, standards, and procedures.
Knowledge, Skills, and Abilities (KSA's): Knowledge of principles and methods for efficient troubleshooting, diagnostics, and repair of Gradall and Vacall equipment.
Ability to understand and determine customer needs for training.
Knowledge of principles and processes for providing customer services, including customer needs assessment and evaluation of customer satisfaction.
Ability to understand the technical operation and performance abilities of Gradall/Vacall equipment and the ability to communicate to customers how those performance abilities can be applied to meet their situation/application.
Ability to listen and understand the requirements of the customer and to formulate appropriate recommendations to address customer needs.
Ability to lead and persuade others to see the advantage of the solutions presented.
Ability to develop constructive and cooperative working relationships with others and maintain those relationships over time.
Ability to be honest and ethical.
Ability to communicate effectively, both verbally and in writing, with the ability to formulate and deliver ideas and material in a clear and concise manner.
Ability to deliver presentations one-on-one, in small groups and in front of large audiences.
Ability to maintain composure and keep emotions in check, even in very difficult situations.
Proficiency in the use of personal computers; including manufacturing/production systems and generic mainstream office software (i.
e.
Microsoft Excel, Word, etc.
) Self-motivated and self-disciplined.
Ability to set goals and then to plan, prioritize and execute actions to achieve those goals.
Ability to work independently with minimal supervision.
Strong desire to succeed and grow within the Company.
Ability to travel by auto or air, without restriction, domestically and internationally.
Knowledge of GMS and safety systems to ensure compliance.
Alamo Group Core Competencies For Leaders Include: Leading Change / Change Management: Ability to drive improvement of team, division, and corporate goals and objectives through people.
Ability to balance change and continually strive to improve business performance.
Leading People / Teamwork: Ability to design and implement strategies which maximize employees' potential and foster high ethical standards in meeting the team, division, and corporate objectives.
Communication: Ability to explain, advocate, and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally.
The ability to develop internal and external networks and identify the issues that impact the work of the organization.
Business Acumen: Understands and interprets business financials and metrics and utilizes latest business strategies.
Focuses on outcomes and creates opportunities for success.
Acquires and utilizes human, financial, material and information resources effectively.
Results Driven: Ability to make timely and effective decisions and produce results through planning and the implementation and evaluation of business metrics, systems, policies, and program; stressing accountability and continuous improvement.
Education and Experience: Bachelor's degree in business or a related technical field Three years of relative experiences in service or product support or equivalent combination of education and experiences Experience in mobile equipment, service, maintenance, repair, troubleshooting.