Service Manager

As the Service Manager, you would be responsible for managing the service department by managing job progress, resolving customer disputes, supervising staff and scheduling the service team. If you are passionate about customer service and have related experience, read the job description below and consider applying!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles customer related service functions such as job scheduling, job progress, warranty issues, etc.  
• Maintains a high level of customer satisfaction.
• Schedules work in service area in an effective manner that allows for the best use of the available space and the best service for our customers.
• Supervises service associates including employee relations issues, performance reviews, training needs, disciplinary action and termination.
• Develop business plans and goals to include staffing needs, tools and equipment, and service promotion strategies.
• Monitor Key Performance Indicators and other available reports and adjust business plan and procedures/processes as appropriate.
• Handles customer related service functions such as job scheduling, job progress, warranty issues, etc. 
• Handles documentation and resolution of Goodwill claims with manufacturers.  
• Determines needs relating to special tooling, equipment, vehicles, and work hours, etc. 
• Interviews and hires personnel for service department.
• Maintains a safe, clean, neat and orderly work environment.
• Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up.
• Resolving customer disputes to ensure fair value for the customer and company.
• Reviews work orders and ensure timeliness of completion and accuracy.
• Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc.
• Works within and promotes vision, mission, and values of BMC.
• Performs other duties as assigned.

Supervisory Duties:

• Manages all service department personnel including Technicians, Welders, and Advisors.
• Organizes, communicates, and delegates responsibilities and priorities to ensure the successful operation of the department.
• Provides regular and timely feedback that recognizes employee performance, motivating employees and promoting self-development.
• Communicates with and coaches employees on assignments, providing technical expertise as needed. 
• Selects, trains and develops employees consistent with department/division goals, providing coaching on career development.

Qualifications: 

• Mechanical experience with the product lines we represent
• Two-year degree or equivalent experience and training preferred
• Prior supervisory experience or Service Management Training preferred
• Excellent customer service skills 
• Good oral and written communication skills
• Computer knowledge
• Must have good leadership, detail and organizational skills
• Ability and willingness to work flexible hours
• Must possess a clean driving record
• Completion of Lead Yourself for internal candidates is preferred

As a family business for three generations, we currently employ over 900 associates in 20 locations throughout North Dakota, South Dakota, Montana, and Nebraska. We are looking for self-motivated, forward-thinking individuals to join us in our continued success. If you desire to start your career with our team, here are some things we offer within our full benefits package: 

• 10% Annual Retirement Employer Contribution, with an Additional 5% Discretionary Employer Contribution
• Health Insurance – 3 plan options
• Health Savings Account – Employer contribution up to $1,300/year 
• Dependent Care Flex Spending Account
• Dental Insurance – 2 plan options 
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Employer-paid Short-Term Disability Coverage – 60% of base pay/salary
• Long-Term Disability Coverage 
• Maternity / Paternity Benefits
• Holidays
• Paid Time Off (PTO)
• 401(K) Plan
• Employee Assistance Program (EAP) – including Health Coaching 
• SmartDollar – employer-paid financial planning program 
• Legal Shield/ID Shield products
• Voluntary Benefit options - Cancer Insurance/Accident/Hospitalization

EOE/Vet/Disability

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