Service Manager

About Welch Equipment 

Welch Equipment Company is the premier provider of material handling solutions and represents equipment from the world's #1 manufacturers. Our culture of continuous improvement, or Kaizen, is embedded throughout the organization and is only one of the many “tools” to our success in supporting our employees. 

 
Our core values are: 

• Customer Commitment 
• Integrity & Accountability 
• Teamwork 
• Respect 
• Act with Urgency 

Our goal is to provide our employees with the tools needed to build a successful career, not just a job. We provide top notch support for our technicians in the form of manufacturer training, tech support, field service supervisors, on the job training in a controlled environment, cutting-edge technology and leaders trained to support. 

We are seeking employees who are ready to join a culture of continuous improvement, positive attitude, and servant leadership. If that’s you come build your career with us at Welch Equipment Company and let’s continue to set the standard! 

Benefits 

• Low-cost Medical, Dental, Vision insurance 
• STD, LTD, and Life insurance 
• Paid Sick Leave and PTO 
• 401(k) match 
• Compensation Range: $120,000 - $140,000 Annually

Position Description

The objective of this position is to promote the sale of Raymond, Toyota and other Material Handling equipment by maximizing customer satisfaction, service employee morale, the relationship with the other departments, parts, shop and sales.  The proceeding is accomplished while generating an acceptable profit margin from the efforts from Field Service. 

Job Type and Schedule: Full-time, exempt 

Responsibilities 

• Plan and maintain the organization of Welch Equipment service, to obtain maximum efficiency, train and detect training needs, motivate and manage the people to meet or exceed their predetermined standards and objectives.  
• Supervises maintenance of field service assigned vehicles (vans and trucks) and assigned equipment 
• Establish and implement supervisory systems to control and report field service schedules and productivity. 
• As required provide sufficient available time to addressing service complaints and problems from both customers and field service technicians.  
• Assist in conducting or arranging training for field service personnel in maintaining competency in servicing techniques, and servicing procedures or products in territory and new products being sold.  
• Monitors Field Service staff needs and make recommendations for growth while providing opportunities for professional growth and career development.  Reports these findings for action to the Corporate Service Manager.  
• Holds in conjunction with The Corporate Service Manager periodic performance reviews for Field Service Technicians and documents review, per Welch Equipment Company’s policies.  
• Branch Service Manager will get prior approval from the Director of Ops for all tools and equipment purchased for the Denver Service Department   
• Respond to and work with all Welch Equipment departments, customers, and employees. A reply to all emails, phone calls and voice mails is expected within one hour during normal business hours.  
• Maintains open communication among all departments within Welch Equipment Company.  
• Responsible for Raymond Warranty Exceptions.  The Branch Service Manager has the responsibility of identifying warranty work, which should be submitted as exceptions.  The Branch Service Manager will provide history and detail for justification to the Corporate Service Manager.  
• The Branch Service Manager is first contact for the Shop Lead on all Service Shop operations as outlined in the Shop Lead job description  
• All employee personnel decisions and actions such as, termination, verbal/written warnings and new hires will be discussed with the Corporate Service Manager prior to doing so 
• Ability to work in a constant state of alertness and safe manner
• Additional duties as assigned

Requirements (KSAs) 

• Bachelor's degree in Business, Operations, Management, or related field preferred. Equivalent industry experience will be considered. 
• Service management or operational leadership experience preferred
• Experience with Service KPIs, reporting, and operational analytics. 
• Experience within material handling, industrial equipment, heavy equipment, automotive, or related service industries preferred. 
• Leadership and team development 
• Financial and operational analysis 
• Process improvement 
• Conflict resolution 
• Customer relationship management 
• Project management 
• Strong communication and presentation skills