Service & Warranty Coordinator

Job Summary:

The Service Manager is responsible for overseeing the daily operations of the service department, ensuring efficiency, quality, and customer satisfaction. This role involves managing service staff, coordinating with other departments, and maintaining a high standard of service delivery. The Service Manager plays a crucial role in maintaining strong customer relationships and optimizing department performance. This position specifically focuses on the manufacturing and servicing of booms and grapples.

Service is a vital link to our customers and retention of their business. A manufacturing service manager plans, organizes, and oversees the Customer services for a company. They work to improve efficiency, quality, and safety while reducing costs. 

A service manager manages the staff, operations and financial aspects of a service-oriented business. They establish and maintain a robust customer service system that guarantees prompt and personalized assistance by delivering exceptional service

Duties/Responsibilities:

Oversee and manage service department operations, ensuring high-quality service and customer satisfaction.

Supervise, train, and mentor service personnel to enhance performance and professional growth.

Develop and implement service policies, procedures, and best practices to optimize efficiency.

Monitor service performance metrics and implement improvements as needed.

Coordinate with other departments (e.g., sales, parts, and operations) to ensure seamless service delivery.

Handle customer inquiries, concerns, and complaints in a timely and professional manner.

Maintain records of service work, warranties, and customer interactions for reporting and compliance.

Ensure compliance with company policies, industry regulations, and safety standards.

Manage service department budgets, including labor, equipment, and operational costs.

Identify and implement process improvements to enhance service quality and productivity.

Keep up to date with industry trends, new technologies, and service innovations.

Specialize in overseeing the manufacturing and servicing of booms and grapples to ensure quality and reliability.

Provide guidance on improvements in models.

Other duties as assigned.

Required Education/Experience/Skills/Abilities:

Bachelor’s degree or equivalent years of experience in a service role required.

Valid Driver’s license and clean driving record.

Experience in Mobile hydraulic repair, heavy equipment repair, mobile electric knowledge 12V & 24V, Lite fabrication is preferred.

Positive attitude and belief in our product.

Must be willing to travel.

Mechanical background.

Ability to interpret blueprints and drawings.

Familiar with measuring tools, such as calipers, tape measure, etc.

Basic written and verbal communication skills.

Proficient in shop mathematics and layout techniques.

Attention to detail.

Understanding of quality control principles.

Physical Requirements:

Prolonged periods standing and performing repetitive tasks.

Must be able to lift up to 50 pounds at a time.

Must have manual dexterity in order to service products or machines as directed.

Must have excellent hand-eye coordination.

Must wear proper personal protective equipment.

EOE