Service Manager

Socket.dev; Hankinson (ND); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

10% Annual Retirement Contribution + 5

Health Insurance - multiple plans

Health Savings Account

Dental Insurance

Vision Insurance

Life Insurance

Short-Term Disability

Job summary

BMC is seeking a Service Manager to lead the service department, coordinating job progress, scheduling, and customer dispute resolution. The role requires supervising service staff, planning staffing needs, and promoting service initiatives to optimize operations.

Ideal candidates will have strong customer service experience, supervisory background, and solid communication skills. This full-time position may involve after-hours work during peak periods, with a comprehensive benefits package

Qualifications

• Experience delivering strong customer service.
• Prior supervisory experience or training preferred.
• Excellent oral and written communication skills.
• Ability to work nights and weekends during peak periods.
• Computer literacy and familiarity with business software.

Responsibilities

• Manage the service department, including job progress and scheduling.
• Resolve customer disputes and ensure timely resolution.
• Supervise service staff, provide coaching and performance reviews.
• Develop plans for staffing, tools, and service promotion.
• Monitor KPIs and adjust plans as needed.
• Prepare repair estimates and follow up with customers.
• Ensure safety policies and company values are upheld.

Skills

Customer service

Staff supervision

Communication skills

Scheduling

Problem solving

Computer literacy

Education

Two-year degree or equivalent

Job description

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.

We offer a generous retirement plan with 10% guaranteed and up to 5% discretionary provided by the company annually once eligibility is met with no minimum required contributions out of your pocket. This is your opportunity to grow professionally with an industry-leading equipment provider with a 70+ year presence in the marketplace!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles customer-related service functions such as job scheduling, job progress, warranty
• Oversees and assists in scheduling work in the 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 plans and procedures/processes as appropriate.
• Handles customer-related service functions such as job scheduling, job progress, warranty issues, resolving disputes, etc.
• Handles documentation and resolution of Goodwill claims with manufacturers.
• Interviews and hires personnel for the service department.
• Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up.
• Review work orders and ensure timeliness of completion and accuracy.
• Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc.
• Regularly review JHA’s, review company-wide safety incidents with the team to pass on lessons learned, enforce safety policies, etc.
• Works within and promotes the vision, mission, and values of BMC.
• Performs other duties as assigned.

Supervisory Duties:

• Manages all service department personnel.
• Organizes, communicates, and delegates responsibilities and priorities to ensure the successful operation of the department.
• Provides regular and timely feedback that recognizes employee performance, motivates employees, and promotes 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
• Ability to work nights and weekends, as needed, during peak (spring and fall) workload times to meet deadlines and deliver exceptional customer service.
• Must possess a clean driving recordand be able to meet company insurability guidelines.

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 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