Regional Service Manager

Summary

The purpose of the Regional Service Manager is to oversee operational activities, service center employee development, and service customer relations.

Duties And Responsibilities

Regional Service Managers are responsible for:

• Identifying and implementing processes to improve operational efficiencies, reduce expenses, developing service personnel, and improving customer satisfaction.
• Establishing goals and metrics for direct reports and monitor progress towards achievement of objectives.
• Providing on-going coaching, mentoring and development of staff to meet the needs of our customers and future business and growth opportunities.
• Be available to meet as requested for direction, training, and consultation.
• Establish plans of action, and to execute those plans during shop visits or calls.
• Fulfills staffing requirements in accordance with business plan and financial budget.
• Facilitate getting resources needed to deliver services promptly and professionally to our customers, venders, and other SMEG organizations.
• Implementing new policies and procedures as established by SMEG in a positive manner.
• Participate in bringing resolutions to any customer conflicts that occur, this includes meeting with customers and/or venders to resolve issues.
• Driving and evaluating profits at the end of each month. If a shop was not profitable a detailed report will be created by the shop and regional managers with explanations on why and what the shop is doing to correct any issues found.
• Visiting shops on a regular basis.
• Visit customers with the shop management team periodically, especially the fleet customers.
• Assist when available with any personnel interviews.
• Enforce all company policies as defined in the SMEG Company Handbook.
• Interact with sales staff to offer service support during presentations and trade shows.
• Perform quarterly/yearly employee reviews with direct report service staff as directed in the company operations manual.
• Notice and report potential problem areas (customers, employees, venders) to management before they arise using FYI email when appropriate.
• Maintain a successful working relationship with Pierce Manufacturing personnel.
• Enforce policies and procedures as defined in the Pierce Manufacturing operations manual.
  
  

Supervisory Responsibilities

Manage assigned teams/shops and serve as lead in direction and profitability as assigned.

Qualifications

• The Regional Service Manager must be able to clearly demonstrate their ability to set and reach performance goals set forth by the owner/operator.
• Experience within Fire and Emergency related industry.
• Proven track record of success.
• Excellent communication skills both verbal and written.
• Exceptional organizational methods.
• Possess exceptional leadership and motivational skills.
• Dedication to customer service and business success.
• Ability to engage in and maintain positive relationships with employees and customers.
• Computer skills: Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs as well with any company provided software.
• Must demonstrate the ability to review performance goals with all employees designated within his/her service territory and instruct on areas in need of improvement.
• Prior leadership and management experience required.
• Extensive overnight travel required; both within the state of TX and to locations outside of TX.
  
  

Training Programs And Regular Business Meetings

With appropriate notification, the Regional Service Manager agrees to attend and participate in all careers specific seminars, training courses, industry related certification programs and internal company training and or meetings recommended or scheduled by their supervisor.

General Conduct

It is the responsibility of the Regional Service Manager to always conduct him/herself in a professional manner. This includes the agreement not to use any foul or objectionable language towards any customer, vendor, co-worker or employee. To refrain from any negative comments about any customer, vendor, competitor, or employee. As a Regional Service Manager, you are expected to maintain composure with all customers, vendors and employees at all times and to carry out all defined duties in a professional manner.

Education And/or Experience

• High School Diploma or GED.
• Clean driving record.
• 5 Plus years with experience in an automotive service-related industry.
• Knowledge of repair principles and procedures in all areas of the Heavy Truck Repair Industry.
  
  

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk over 50% of work time. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

I have read and fully understand this job description as defined above and agree to comply with all of the above requirements for this position. I also understand that this position may be expected to perform other duties as assigned by management and that the company reserves the right to modify this job description as business needs require.