Job Description

Saunders Equipment is a proven leader and has provided innovative solutions for customers in the municipal and private sectors for over 40 years. We pride ourselves in seeking out the most innovative and best quality equipment to provide for our clients ever changing needs.Job titleService ManagerReports toPresidentPosition OverviewThis position will oversee the repair and maintenance of equipment for our valued customers. The Service Manager will provide quality leadership to a department of professionally trained Service Technicians. This role is also responsible for the general condition of the shop on a daily basis as well as ensuring that the quality is top notch. The Service Manager will coordinate the communication with staff and customers to provide excellent customer service.Duties and Responsibilities Answer customer calls; communicate with internal staff relating to service issues, generate system repair order's if call or communication requires the services of a technician, pre-order parts if possible or necessary, schedule a technician based on urgency, shop efficiency, cost control. Generate accurate quotes. Keep Technical Advisor involved in all major service work, and copy them on quotes and major customer issues. Keep customers informed on service progress, back ordered service parts, call the customers prior to the technician leaving the shop to confirm convenience for their schedule, example; tech has 4 jobs to go to, call each customer to confirm that the machine will be available and the tech has access. Record the contact name and phone number on the repair order so the technician can contact the customer if there are delays in their arrival. Plan and organize for the following day; Communicate what the technicians are required to start work on when the billable time clock starts at 8:00am. Once per day review the open repair orders from oldest to newest, close all that can be invoiced, forward all warranty repair orders to the warranty administrator. Communicate with all departments relating to issues or opportunities that are specific to your department. Utilize the white boards and work order rack to effectively control the dispatch and work in progress of the shop. Review daily all completed retail and internal work orders as they are handed in and invoice them, if there is an issue, source a resolution of the issue, document the progress on the work order what the issue and why it is not able to be invoiced at this time, keep this in the ready to invoice rack until it is able to be closed so it does not get lost in a pile Manage all workflow; Connect with technical advisor to get a list of tasks that the technicians can work on during "downtime" IE: Lead by example and assert when your breaks are done. The best way to control shop expenses is to control the technician's downtime. If there are jobs that require extended travel, call and arrange using the customer list by location, customers that may need service to generate as much work as possible in the area for that given trip. When you are required to leave the shop, let technical advisor know in advance so they can ensure the shop has sufficient coverage while you are gone. The shop is to be operated in a safe manner at all times, if there is risk of danger it needs to be addressed immediately. Ensure shop cleanliness and that the road techs clean up after every job. IE: Cable ties and wood picked up in outside yard Shop vehicles need to be inspected and maintained for cleanliness - this is what our customer sees Report any issues or employee concerns (IE: quality work, confirming repairs)to the appropriate supervisor/manager in a timely manner.-Handle all aspects of Warranty Provide a weekly report of status of techs and travel for the following week. Include who is on call. Sign expense reports and time cards - or new system showing it has been checked Keep looking for mechanics to help grow our service base Van inventory 3x per yearSkills and Qualifications Excellent customer service skills Strong business acumen Proficiency with computer software programs Understanding of products and repairs Excellent time management skills Strong verbal and written communication skillsJob Types: Full-time, PermanentSalary: $55,000.00-$65,000.00 per yearBenefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
Saunders Equipment Ltd follows all Provincial COVID-19 rulesAbility to commute/relocate:

• Fredericton, NB: reliably commute or plan to relocate before starting work (required)

Experience:

• service advisor: 1 year (preferred)
• Customer service: 1 year (preferred)