The Service Manager directs and oversees the activities of the service department to ensure that both in-shop and field services are executed efficiently, cost-effectively, and to the highest quality standards. This role is pivotal in maximizing manpower use, maintaining safety, and ensuring customer satisfaction throughout all service operations. CLASSIFICATION:
Exempt
Full time
Reports to Branch Operations Manager
Essential Functions
Shop & Operational Management:
Open and close the shop daily.
Coordinate in-shop manpower needs with the Shop Foreman and perform bi-weekly shop walks with Coordinators and BOM to monitor product movements and facility organization.
Assist with shop repairs when manpower is limited.
Oversee shop sheet management, including updating the in-shop battery list with the Shop Foreman.
Ensure the warehouse and yard remain clean and well-maintained by delegating cleaning duties as needed.
Manage maintenance schedule for all equipment and vehicles.
Service Scheduling & Coordination
Oversee scheduling for both reactive and proactive service calls.
Assist the Inventory Coordinator in ensuring that parts and supplies are readily available for both field and shop services.
Oversee Rental and PC Platinum-related projects managed by the Coordinator team.
Coordinate with the Sales Team to track progress on in-house repairs, incoming repairs, and pre-scheduled field service projects.
Manage daily processing of sales orders and process invoice approvals daily to ensure accuracy and timely delivery of invoices to customers.
Prepare quotes for in-shop work and obtain necessary customer approvals through DCPPs or directly with customer.
Assist with coordinator responsibilities during absences.
Personnel Management & Training
Manage all service personnel, including scheduling, tracking hours, approving time off, controlling expenses, and adherence to IBP’s policies and procedures.
Carry out training plans recommended by the Service Operations Manager to ensure the advancement and continuous development of service personnel.
Schedule and oversee progress of technician safety training (e.g., ISN, Avetta, IBP).
Manage and delegate personnel for O’Hare badging system.
Safety & Quality Assurance
Act as safety team lead by actively participating in monthly meetings, organizing on-site tailgates, and consistently enforcing safety compliance standards.
Promptly address and report any unsafe acts to BOM and Safety Committee.
Promptly address and report any workplace injuries, illnesses, and near misses to BOM and Safety Committee.
Perform regular safety checks both in the shop and in the field, and promptly reporting and correcting unsafe acts.
Conduct quality checks at customer locations and follow up with end users to confirm that service expectations have been met.
Relationship Management
Build and sustain strong relationships with IBP’s lift truck dealership service dispatch teams and with end users to reinforce IBP as the preferred service provider.
Required Knowledge, Skills, And Abilities
Extensive understanding of industrial batteries, chargers, and related equipment, particularly in evaluation and repair processes.
Excellent verbal and written communication skills.
In-depth knowledge of the local geographic area to optimize scheduling efficiency.
Familiarity with IBP’s work processes and labor/inventory requirements.
Adaptable and flexible with strong problem-solving abilities.
Self-motivated, disciplined, and well-organized.
JOB REQUIREMENTS:
Must consent to and pass all required background checks (criminal, credit, motor vehicle) and drug screening prior to hire.
Mandatory: High School Diploma or equivalent.
Preferred: Technical education or relevant experience; Bachelor’s Degree; five years of experience in the material handling industry.
PHYSICAL DEMANDS:
Work within typical professional office conditions.
Must be able to work in physical environments that are subject to conditions associated with warehouse operation. Additional PPE will be provided based on location conditions and requirements.
While performing the duties of this position, employees are regularly required to sit, walk and stand; talk and hear, both in person and by phone; use hands repetitively to handle, feel, and operate standard office equipment; reach with hands and arms; and lift up to 75 pounds.
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