Job SearchFleet Services & WIP Manager - Discovery Drive
PRIMARY FUNCTION:
Manages, oversees, and promotes internally and externally billed maintenance contracts for cost efficiency, utilization, and overall profitability. Manages, oversees, and promotes processes and profitability of dealer managed customer fleet equipment. Manages, oversees, and promotes telemetry processes. Manages and oversees service call closing processes and day to day activities of service call closing center. Audit and measure performance standards of each area above using KPIs and reporting for improved efficiencies.
ESSENTIAL DUTIES:
Management/Leadership - Percent of Time Spent = 60%
• Manages maintenance contract processes and leads team responsible for contract set up and maintenance through KPI, reporting, training, and coaching to include:
a. Gregory Poole Lift Division GM Fleet cost efficiency, utilization, and overall profitability for both internal and external customers.
b. Gregory Poole Lift Division Planned maintenance agreements for both internal and external customers.
• Manages special dealer managed fleet accounts processes and leads team responsible for customer service, invoice review, billing, and reporting of these accounts through KPI, reporting, training, and coaching.
• Manages Telemetry processes and leads team responsible for promoting telemetry sales, customer and technical support through KPI, reporting, training, and coaching.
• Manages Service call Close Center processes and leads team responsible for service call review, internal and external customer service, correct and timely billing through KPI, reporting, training, and coaching.
• Works closely with Service and Sales management to establish and enforce department policies/procedures and create business strategies to support relationship efforts with both internal and external customers.
• Supports team member efforts to secure missing/needed information to effectively and efficiently complete assigned responsibilities.
• Meets with team members to establish and enforce established department and company policies to ensure Gregory Poole core values are reflected.
• Reviews and establishes goals and expectations with team members to support and develop their potential to passionately serve others.
Analyzation & Reporting and Customer Service Percent of Time Spent = 25%
• Manages processes through technical data and reporting Gregory Poole GM Fleet cost efficiency, utilization, and overall profitability for both internal and external equipment.
• Oversees and works with Credit and Branch management on HYG financial account activities through reporting tools to improve efficiencies and profitability.
• Oversees and works closely with Branch management and Sales force to establish customer service agreement processes and set up.
• Oversees and works closely with Branch management and Sales management on reporting tools and data analysis of customer fleets to improve customer relations.
• Oversees and works closely with Telemetry manager, Branch management and Sales management to develop and improve telemetry processes and customer satisfaction.
• Manages process through technical data and reporting Gregory Poole dealer managed fleet customer accounts.
• Develops and implements performance and service standards for division service call closing.
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations in the service call center group.
• Ensures productivity in all areas meets or exceeds service and quality standards for both internal and external customers.
Bookkeeping & Administration Percent of Time Spent = 15%
• Communicates policy and procedure changes to branch staff
• Supports contract management team by assisting with set up and maintenance of assigned contracts.
• Codes appropriate G/L account numbers for received vendor credits, debits or checks
• Makes applications to and reconciles accounts monthly and writes-off any applicable service fees
• As needed, contacts vendors to secure late or missing payments
• Communicates with all branches on business contract changes or terminations to update contract tracking
• Prepares and delivers customer marketing GPLS Fleet Management Services presentations for securing revenue customers.
• Supports telemetry team through quoting installations, managing in process telemetry jobs, billing, and communicating with HYG telemetry accounting.
• Supports Service call center team with closing service calls as needed.
MINIMUM REQUIREMENTS:
Education:
A four-year college graduate in business or related field with at least four years of service industry experience and two years managerial experience or an associate’s degree with six years of service industry experience with two years of managerial experience. Or an equivalent combination of education and experience may be considered.
Work Experience:
Work experience needs to be in the service and/or warranty related service environment
Physical:
Must be able to sit for extended periods using a PC and telephone
Must be able to periodically travel, mainly day trips, to customer locations
Must be able to make overnight or air flight trips for various business purposes
Other:
Familiarity with mechanical concepts related to equipment maintenance preferable
Must have good verbal and writing skills
Needs basis knowledge of accounting and bookkeeping principles
Must have intermediate PC skills preferable in MS Word, Excel and PowerPoint
Must have a valid state driver’s license to travel for business purposes
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Manages, oversees, and promotes internally and externally billed maintenance contracts for cost efficiency, utilization, and overall profitability. Manages, oversees, and promotes processes and profitability of dealer managed customer fleet equipment. Manages, oversees, and promotes telemetry processes. Manages and oversees service call closing processes and day to day activities of service call closing center. Audit and measure performance standards of each area above using KPIs and reporting for improved efficiencies.
ESSENTIAL DUTIES:
Management/Leadership - Percent of Time Spent = 60%
• Manages maintenance contract processes and leads team responsible for contract set up and maintenance through KPI, reporting, training, and coaching to include:
a. Gregory Poole Lift Division GM Fleet cost efficiency, utilization, and overall profitability for both internal and external customers.
b. Gregory Poole Lift Division Planned maintenance agreements for both internal and external customers.
• Manages special dealer managed fleet accounts processes and leads team responsible for customer service, invoice review, billing, and reporting of these accounts through KPI, reporting, training, and coaching.
• Manages Telemetry processes and leads team responsible for promoting telemetry sales, customer and technical support through KPI, reporting, training, and coaching.
• Manages Service call Close Center processes and leads team responsible for service call review, internal and external customer service, correct and timely billing through KPI, reporting, training, and coaching.
• Works closely with Service and Sales management to establish and enforce department policies/procedures and create business strategies to support relationship efforts with both internal and external customers.
• Supports team member efforts to secure missing/needed information to effectively and efficiently complete assigned responsibilities.
• Meets with team members to establish and enforce established department and company policies to ensure Gregory Poole core values are reflected.
• Reviews and establishes goals and expectations with team members to support and develop their potential to passionately serve others.
Analyzation & Reporting and Customer Service Percent of Time Spent = 25%
• Manages processes through technical data and reporting Gregory Poole GM Fleet cost efficiency, utilization, and overall profitability for both internal and external equipment.
• Oversees and works with Credit and Branch management on HYG financial account activities through reporting tools to improve efficiencies and profitability.
• Oversees and works closely with Branch management and Sales force to establish customer service agreement processes and set up.
• Oversees and works closely with Branch management and Sales management on reporting tools and data analysis of customer fleets to improve customer relations.
• Oversees and works closely with Telemetry manager, Branch management and Sales management to develop and improve telemetry processes and customer satisfaction.
• Manages process through technical data and reporting Gregory Poole dealer managed fleet customer accounts.
• Develops and implements performance and service standards for division service call closing.
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations in the service call center group.
• Ensures productivity in all areas meets or exceeds service and quality standards for both internal and external customers.
Bookkeeping & Administration Percent of Time Spent = 15%
• Communicates policy and procedure changes to branch staff
• Supports contract management team by assisting with set up and maintenance of assigned contracts.
• Codes appropriate G/L account numbers for received vendor credits, debits or checks
• Makes applications to and reconciles accounts monthly and writes-off any applicable service fees
• As needed, contacts vendors to secure late or missing payments
• Communicates with all branches on business contract changes or terminations to update contract tracking
• Prepares and delivers customer marketing GPLS Fleet Management Services presentations for securing revenue customers.
• Supports telemetry team through quoting installations, managing in process telemetry jobs, billing, and communicating with HYG telemetry accounting.
• Supports Service call center team with closing service calls as needed.
MINIMUM REQUIREMENTS:
Education:
A four-year college graduate in business or related field with at least four years of service industry experience and two years managerial experience or an associate’s degree with six years of service industry experience with two years of managerial experience. Or an equivalent combination of education and experience may be considered.
Work Experience:
Work experience needs to be in the service and/or warranty related service environment
Physical:
Must be able to sit for extended periods using a PC and telephone
Must be able to periodically travel, mainly day trips, to customer locations
Must be able to make overnight or air flight trips for various business purposes
Other:
Familiarity with mechanical concepts related to equipment maintenance preferable
Must have good verbal and writing skills
Needs basis knowledge of accounting and bookkeeping principles
Must have intermediate PC skills preferable in MS Word, Excel and PowerPoint
Must have a valid state driver’s license to travel for business purposes
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.