Service Manager

At SMS Equipment, reporting to the Operations Manager, the Service Manager is responsible for managing the Branch’s Service Administration, Warranty, Shop and Field Service operations to meet customer commitments in a safe, efficient and economical manner in accordance with the policies, goals and objectives established by the Operations Manager and SMS Management. This position is located in Etobicoke, ON.

The shift rotation for this position is 5x2.

This position is eligible for the incentive program.

Responsibilities include but are not limited to:

• Leading and managing the day to day activities of the Branch’s Service operations to ensure alignment with customer commitments
• Ensures all department activities are conducted in full compliance with safety, health and environmental standards, company rules and processes (policies, CfP’s, SWP’s, JHA’s) and other applicable legislation
• Takes corrective action to improve job results by counselling employees when work standards or job results are not met.
• Serves customers by answering calls, providing service information, and by resolving service problems.
• Prepares reports, quotations, and work orders as required.
• Schedules service work, and keeps the customer updated throughout the repair process.
• Maintains repair schedule and communicates with customers.
• Prepares service quotes for internal and external customers.
• Prepares warranty claim repair orders with all required documentation..
• Maintenance of work orders including: Warranty and service WIP, data and information collection and documentation; maintaining communication with customers to ensure documentation is complete and approved; ensuring proper costing; tracking job progress and reporting on outstanding issues; filing documentation, etc.
• Ensures payroll, human resources, safety, and other company policies and procedures are met and enforced.
• Maintains a safe and clean working environment by developing and enforcing procedures, rules, and regulations.
• Ensures all trades people are exercising safe procedures and that trade practices and regulations are followed.
• Supports and develop staff by training; ensuring employees are trained in their assigned tasks; arrange and track training.