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Service Manager - 14-0236

Company Name:
Cummins Bridgeway, LLC
Job Summary:
Directs and coordinates operations/activities of the New Hudson branch service department, in New Hudson Michigan. Ensuring increased level of customer and employee satisfaction while improving the efficiency/utilization of manpower, materials and machines. Occasionally, this position will also be required to back fill for direct reports, to open/close repair orders, quote customer repairs and to facilitate technical support.
To WOW the customer & ensure the vehicles, facilities and technicians are utilized to the fullest potential. To ensure SAFETY remains the #1 goal of Cummins Bridgeway LLC.
Responsibilities:
Insure a safe and productive working environment; enforce safety procedures.
Maintain professional atmosphere.
Prioritize repair work.
Direct the oversight of the technicians.
Oversee the warranty process and policy settlements.
Responsible for ensuring EPR compliance.
Help to coordinate technician training.
Direct the scheduling/assigning of work to technicians.
Greet customers and assist in opening work orders.
Build quotes and determine warranty coverage.
Consult with customers throughout service event, including status updates to customer.
Work orders documentation, start to finish, including invoicing and payment.
Strong basic computer skills and able to follow processes.
Sell our products and services; up sell, when possible.
Increase sales to plan
Creatively develop profitable new service initiatives
Improve NPS (Net Promoter Scores)
Implement cost control initiatives
Make visits to customers.
Availability (cell phone) after normal business hours.
Other duties, as required.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education/Experience:
College Education with successful completion of a degree type program preferred.
Supervision/Management experience.
Experience in automotive, power generation or service industry.
Customer service experience.
Technical experience in engine operation and general mechanical repair.
Skills and Abilities:
Able to effectively direct and lead others.
Ability to remain customer service focused.
Ability to be flexible in a fast-paced environment.
Ability to adapt to change.
Able to train and develop others.
Excellent communication skills (written, verbal and nonverbal).
Work directly with internal and external customers.
Comfortable working with a computer, including BMS/Oracle and Custom Reporting.
Ability to multi-task, detail oriented.
Able to resolve conflicts with customers and employees.
Able to troubleshoot repair.
Basic electrical understanding.
Basic diesel engine understanding.
Basic knowledge of equipment and repair.
Ability to sell and up-sell products and services.
Trainable to full understanding of the Cummins warranty process.
Work Environment:
Front office, off site location, shop office and shop floor.
Must be able to handle busy peak periods.
Temperature extremes.
Noisy environment.

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