Service Manager

Description

Join the MHI Team as a Service Manager!

Material Handling Inc., a leading forklift and material handling equipment provider in the Southeast. For more than 45 years, we've been thriving, and we want you to be a pivotal player in our team of over 200 employees --- spanning ten branches across AL, GA, KY, TN, and SC.

At MHI, we're all about family values and hard work. We will strive to be the best overall partner supplier to all our clients, to provide opportunity for every employee to reach their full potential and maintain sustained profitability through honesty, integrity and doing the right thing. As a privately held company, we maintain the freedom to prioritize our people by upholding our culture and values while remaining competitive in the marketplace.

We're seeking dedicated, collaborative individuals who thrive on tackling new challenges daily. We recognize that our employees are fundamental to our success, and we're dedicated to fostering a work environment that enables our team to reach their fullest potential. It's not just a job, it's a career.

Job Summary:

This position involves overseeing technical duties, service department management, and supervising service technicians and clerical staff. Responsibilities include ensuring adherence to company standards and values, managing team performance, and achieving service department goals. Additional duties may be assigned.

Key Responsibilities:

• Conduct interviews and recommend service, clerical, and trucking personnel.
• Hire, train, and evaluate technicians, providing technical assistance and troubleshooting.
• Manage service employees, ensuring compliance with company rules, exceptional customer service, and safety standards.
• Oversee scheduling, dispatching, service quoting, and equipment maintenance.
• Handle customer billing, warranty claims, and inventory management.
• Resolve customer complaints and recommend disciplinary actions.
• Ensure OSHA compliance and enforce safety regulations.
• Report unusual circumstances to the President and Operations Manager.
• Maintain a professional appearance and uphold company policies.
• Operate company vehicles safely and adhere to traffic laws.

Department Business Management Responsibilities:

• Achieve or exceed business goals and key performance indicators.
• Meet company and sales commitments.
• Support sales and marketing efforts.
• Implement marketing and sales programs to boost customer service.

Requirements

Core Competencies:

• Clear and concise communication: Provides information for informed decisions on repairs for both clients and team members.
• Conflict resolution: Effectively defuses conflicts and turns them into problem-solving opportunities.
• Interpersonal adeptness: Demonstrates tact and diplomacy, building rapport with clients while explaining technical issues non-accusatorily.
• Empathetic and accommodating: Understands and addresses client concerns while balancing organizational needs for satisfaction.
• Decision-making skills: Comfortably navigates uncertain situations, making timely, confident decisions.
• Innovative problem solver: Generates alternative solutions, adapting quickly to new or unusual problems.
• Technical expertise: Possesses and applies comprehensive equipment knowledge effectively.
• Efficiency and organization: Simplifies complex processes, stays organized, and manages schedules adeptly.
• Quality-focused: Demonstrates accuracy, seeks improvement, and applies feedback for better performance.
• Resourceful and adaptable: Manages change well, adjusts approach as needed, and efficiently plans and prioritizes tasks.

Compliance and Leadership:

• Adheres to organizational rules and regulations.
• Displays strong leadership qualities by involving and developing subordinates, fostering a quality focus, and improving supervisory skills.
• Cost-conscious: Operates within budgets, implements cost-saving measures, and contributes to organizational profitability.

Qualifications:

• Proficient in OSHA and safety protocols.
• Familiar with purchasing, budgeting practices, and principles of supervision.
• Goal-setting expertise.
• Efficiently implements program changes.
• Resource allocation proficiency.
• Analytical monitoring of activities.
• Coordinates and reviews employee work.
• Maintains accurate records and writes detailed reports.
• Capable of training, supervising, and evaluating employees.
• Effective oral and written communication skills.
• Establishes and sustains productive working relationships.

Educational Background and Experience:

Completion of High School Diploma with 10 years of hands-on experience in repairing and maintaining material handling equipment, encompassing three (3) years in a supervisory capacity. Demonstrated extensive work history and proficiency in leading service teams comprising over 30 professionals.

Material Handling Inc.’s commitment to you:

A family owned and operated business that prioritizes well-being of employees.

• Health Insurance – three different plans to choose from
• Voluntary Dental Insurance
• Voluntary Vision Insurance
• Company Paid Life Insurance
• Additional Life Insurance if desired
• Short & Long-Term Disability
• 401k – with employer match