Service Manager - Heavy Equipment

Alta Equipment Company have joined forces as the Volvo Construction Equipment dealer in Florida!

The mission of Alta Construction Equipment is to be the leader in the distribution of construction machinery and equipment, and to be perceived as the provider of the highest quality customer experience in the sale, rental, and servicing of our products. We will do this by:

• Placing customers at the center of our focus and constantly striving to meet or exceed their expectations.
• Committing to continual improvement in the delivery of our services.
• Developing and maintaining a well-trained and motivated employee team that functions in an environment of mutual trust and respect.  FCE strongly encourages open communication between employees and managers and expects all to honor the commitments made to each other.
• Being a responsible corporate citizen in the communities in which we operate.

We provide our employees with the following tools and resources to be successful:

• Health insurance
• Dental insurance
• Flexible benefit plan
• Basic life/AD&D and supplemental life insurance
• Holidays
• Paid Time Off (PTO)
• 401(k) plan
• Other company sponsored benefits include free uniforms with complimentary cleaning service; boot allowance; safety glasses allowance
• Top Pay

Our Construction Equipment Group is seeking a full-time Service Manager for our Fort Myers, FL location. The Service Manager will oversee all aspects of the service department.

Salary

Salary will be based on experience that will consist of a base plus quarterly and yearly commission based off the performance KPI’s of the service department.  

Job Description

• Approving service quotes before going to the customer, both for shop and field
• To manage and use the SignNow system for customer communications and follow-up on quotes 
• To check WOs that are more than 10% over the quote and decide how to proceed 
• Team up with Sales Manager and Sales personnel (PSSR/CSR) as needed to strategize service opportunities with customers and provide direction on service pricing. 
• Meet weekly with all Techs for Safety Toolbox discussion
• To meet with Shop Technicians in the office and by phone conference with Field Technicians on a weekly basis to review performance KPIs and provide direction.
• Attend and perform weekly, monthly and quarterly service meetings with the Service team to review and provide direction on assignment of work, Invoicing, PM Management and all Service KPI’s performance against goals and set action steps for any corrective actions needed.
• Review PM Performance of your team to ensure proper PM Yield and no missed PM’s. 
• Weekly meetings with Service Team to explain Warranty claims/write offs
• To meet weekly with Dispatcher and Shop Supervisor to check the Field & Shop Log status, going through all WOs “open” and check reasons why they are still open. 
• Weekly review of the Field Technicians Drivers log to ensure company compliance
• Pre-approve Warranty cases after technician diagnostic 
• To approve time on WOs daily before 8:59 am EST 
• Schedule ongoing Technical training according to individual development plans established within the Corporate Training Management. 
• Provide ongoing coaching and development to retain valuable Technicians and groom them for the next level service employment opportunities according to Corporate Service and Training Management direction
• Conduct regular and routine Recruiting efforts to build relations with the various colleges and sources available in order to hire quality Shop Service Technicians.
• When necessary provide written HR counseling notices which could lead to eventual termination.
• Other service-related activities and duties as required.
• Interact directly with customers on any service complaints in order to resolve appropriately and retain customers.
• To communicate with customers, Top Accounts, Key Accounts and others to provide ongoing customer support, development of opportunities 
• All the quotes sent to the customers should be approved by the Service Manager
• Assure all repairs have an approved quote signed by the customer 
• Assure that all the WO have a customer approved quote and PO when needed. 
• Ensure Customer Retention.
• Maintaining the internal communication so no one member of the team is waiting for feedback or internal information at the end of the day
• Responsible for the results of the key service metrics to ensure Technician productivity and performance goals. 
• Assure there is no missed information in the warranty WOs 
• Secure there are no missing PM services 
• Manage team to meet goals & objectives
• Participate in the custody and safeguarding of the facilities and spare parts.
• Secure the workshop meets the safety and all industry standards, regulations, and laws

Requirements

• High School diploma or general education degree (GED). College degree preferred.
• Proficient in Microsoft applications including Word, Excel, Outlook and PowerPoint.

Experience: 

• Minimum 5 years in Workshop Operations or Spare Parts, being responsible for P&L and KPIs desirable.

Skills / Competencies: 

• High skill level in effectively following up on important details.
• Ability to thrive in a fast-paced environment, somewhat unstructured environment.
• Exceptional customer services in person, by phone and via e-mail
• Organization and Planning Capacity.
• Effective communication.
• Analytical capacity.
• Technical knowledge of Construction equipment.
• A solid understanding of pricing principles and discounting effects
• Result driven person

Physical Demands/Work Environment:

• Physical/Sensory Functions: Regularly will sit, use hands, talk/hear; Occasionally will stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, taste/smell.
• Vision Requirements: Close vision (clear vision at 20 inches or less)
• Lift and/or Move Functions: Occasionally up to 25 pounds

Culture is Job #1. Alta Equipment Company prides itself in the 3 P’s of business: People, Process and Product. By investing in the best people and creating a “one team” approach, Alta/Flagler Equipment Company earns customers for life.

If you have a passion for excellence and are ready to make a difference within our organization, we’re ready for you. Whether it’s selling the world’s-best big iron, rolling up your sleeves and servicing our industry-leading construction and material handling product brands or being a difference maker behind the scenes, we can use your skillset.

At Alta Equipment Company, we believe in mutual respect and are committed to diversity while inspiring our employees to reach their maximum potential. Voted a “Top Work Place” by the Detroit Free Press, our employees across North America are committed to excellence. It’s the Alta way.

So, let’s start the conversation. Click the link to apply and begin the journey of a lifetime.

At Alta Equipment Company, we are looking for candidates who are a cultural fit with our organization and understand that every task and job goes toward fostering customers for life. Along with that, a great attitude that embraces mutual respect and delivering a consistent high energy level that exudes a passion for excellence. Also, we are searching for a skill set that has a high aptitude for the position with a continual focus on investing in one’s profession through additional training and learning.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class.