The Branch Service Manager is responsible for managing the day to day operations of the Service Department while ensuring that both internal and external customers receive a high level of customer service throughout their experience with the Service Department. The Branch Service Manager is responsible for achieving assigned goals and objectives through effective leadership, talent management, accountability and processes that will drive increased sales and profitable growth. 

Key Responsibility Areas:

• Ensure that all service personnel are working together as a team, adhering to company policies and procedures and are accountable for their individual actions and functional areas of responsibility.
• Evaluate manpower needs of the Service Department and make recommendations to Regional Service Manager to ensure staffing resources are in alignment with business needs and market conditions.
• Direct and monitor service department members to ensure work in process is being managed in accordance with company guidelines and customers are being invoiced in a timely manner.
• Review major shop & field work orders before submission to OEM warranty or customer direct billing.
• Provide service repair quotes to external customers, CSA’s and the sales department as needed.
• Review newly acquired service jobs with the CSA to ensure there’s an agreement on work to be performed and correct customer billing.
• Provide input to the Regional Service Manager on the formulation of the annual service department operating budget.
• Perform monthly financial statement reviews with the Regional Service Manager identifying opportunities to improve performance and profitability.
• Complete the monthly service scorecard and review performance with Regional Service Manager.
• Communicate any opportunities to improve financial and operational performance with department members, assign key action steps and develop metrics to track improvement.
• Conduct performance reviews with direct reports and assist managers with indirect employee reviews and submit wage recommendations to Regional Service Manager.
• Provide on-going coaching and mentoring of department staff in order to improve their performance, responsiveness to customers and open opportunities for career advancement.
• Develop an annual training plan for department members to improve their skills & abilities, compliance with OEM requirements and provide recommendations to the Regional Service Manager.
• Lead the recruiting and hiring process for operational support staff and service technicians.
• Identify opportunities to increase service revenue and provide recommendations to Regional Service and CSA Managers. 
• Work directly with customers and department members to resolve customer disputes and outstanding accounts receivables in a timely manner. 
• Achieve prompt resolution of any internal staff, department or inner-department conflicts, disputes or grievances.
• Responsible for the overall facility maintenance of the branch; insuring the working environment is safe and clean and at all times.
• Develop and maintain strong relationships with key customers and prospects to understand their challenges or industry trends that will open opportunities for increased product support revenue for the Client.
• Develop good working relationships with OEM representatives assigned to the Client.
• Ensure that the department has a contingency plan in place to ensure key roles and responsibilities are covered when staff members are out of the office for planned or un-scheduled events.
• Ensure service department compliance with OSHA, MSHA, industry or company safety regulations and policies. 
• Perform other duties as assigned.

Performance Measures – the following metrics may be used to evaluate the performance of the Branch Service Manager.

• Service Department sales growth and profitability.
• Expense control.
• Customer satisfaction and retention.
• Conflict resolution.
• Collaboration and working with others as a team. 
• Timely and accurate communication.
• Employee development & retention.
• Self-development.
• Adherence to timelines and commitments.
• Respect for fellow employees, customers and vendors. 

Skills

• Communication 
• Customer Relations
• Customer Oriented
• Professionalism
• Negotiation
• Closing Technique
• Organization
• Coordination and Planning
• Multi-Tasking
• PC Proficiency (Microsoft Office, et al)