Service Manager

**Position Objective**

The Service Manager works in a fast-paced environment with constant changes and reports directly to the General Manager. The Service Manager’s primary focus areas are: coordinating efficient, profitable and safe repairs and installations, recruiting, training and development of technicians, effective internal and external communication and ultimately, increasing customer loyalty by ensuring all work is completed the Lenworth way - “Doing it Right.”

**Key Responsibilities**

**Service Coordination & Planning**
- Review all job files thoroughly prior to scheduling - including reviewing job details, photos, purchase orders and ensuring the documentation provided is sufficient to allow for an efficient installation/repair with mínimal site questions
- Ensure all material is ready in Lenworth’s shop prior to scheduling work
- Coordinate all lifting equipment required to ensure all work is completed safely
- Handle all warranty issues directly through Service Department - including dispatching the technician who did the initial call - and passing the necessary paperwork off to ensure it’s charged back to the OEM (if applicable)
- Communicate with customers regarding job status and scheduling
- Schedule all projects with customer’s - aim for a minimum of 48 hours in advance for large projects
- Dispatch all urgent service calls within our promised 4-hour response time to Preferred Service Program customers - with a goal of 2-hour response
- Process and submit paperwork daily to the Accounting Department for prompt invoicing
- Complete both pre and post project completion site checks as required - with Lenworth’s site check form - and save on server for employee reviews
- Ensure all sub-contractors maintain Lenworth’s quality and customer service standards by conducting site visits as well as soliciting customer feedback

**Quoting and Order Processing**
- Ensure all service quotes are delivered within our mandated 48-hour turnaround
- Ensure quote formatting is consistent and professional
- Process orders, including material ordering within 24-48 hours of receiving approval
- Commit to weekly follow-ups on all outstanding quotes to increase close ratio

**Shop Management**
- Ensure large deliveries from suppliers are scheduled in advance to ensure our Shop Supervisor as well as forklift is in shop at time of receipt (typically, Thursday and Friday are “delivery” dates to avoid scheduling conflicts)
- Work directly with Shop Supervisor to ensure materials are in stock, as required
- Arrange delivery of small parts via courier in advance

**Fleet Equipment/Management**
- Ensure accurate logs are maintained of company tools and equipment - including labeling all tools prior to handing out
- Ensure company equipment and tools are maintained in safe, good working order
- Coordinate oil changes and all fleet repairs as required for Service Department vehicles - with a focus on minimizing downtime and overall annual spend
- Coordinate annual safety inspections for Service Department vehicles

**Profitability & Performance**
- Place a constant focus on maximizing profitability while maintaining quality - specifically sourcing (3) quotes for any non-OEM specific orders over $1,000.00 + HST
- Drive efficiency improvements - by ensuring projects are reviewed in detail, organized, coordinated and ultimately, delivered smoothly

**Management Leadership**
- Understands and demonstrates the willingness to promote Lenworth’s vision and values, specifically: Hard Work, Trust and Passion
- Maintain an atmosphere in which employees willingly produce at maximum capacity
- Work with Technical Advisor to assist with ongoing employee development and training
- Identify and provide opportunities for employee advancement and development
- Complete and administer a yearly review with all direct reports - as well as probationary reviews for new employees
- Develop, maintain and execute a wage administration program for service technicians and ensure we are paying above industry standard wages at all times
- Continually build upon personal leadership and management skills and product knowledge
- Lead bi-weekly meetings with the Installation and Service Teams

**Company Policies**
- Enforce and uphold all company policies at all times
- Ensure company facilities and equipment meet all Provincial, Federal and OHSA regulations at all times
- Ensure the company does not receive any OHSA, provincial or federal citations
- Ensure our facility is maintained in a presentable condition at all times
- Ensure all vehicles and trailer documentation and systems are maintained safe and updated as required for annual or employee safety concerns

**Planning & Administration**
- Provide leadership and vision to the Service Department and its employees
- Develop both annual and long-term (5+ year) plans to ensure long-term profitability
- Monitor industry trends - including new product innovations, competitive a