The Service Manager is responsible for all employees at their branch and directly manages parts, services, and rentals at their location. Teamwork is expected, as well as clear communication and collaboration with General Managers, Executives, Parts Managers, and Direct Reports to achieve branch and company-wide goals.

ESSENTIAL Duties and Responsibilities:

a) Human Resources & Hiring

• Responsible for creating and maintaining a professional culture and atmosphere that leads to strong performance and employee retention.
• Work with the HR Department to ensure that all HR procedures are followed at the branch, including immediate, clear documentation of incidents and concerns with appropriate disciplinary action as necessary.
• Complete annual employee reviews of Parts Managers, Mechanics, and any other Direct Reports. Examines and discusses all employee reviews with the General Manager.

b) Internal Communication and Teamwork (other GMs, Corporate)

• Communicate professionally and timely with other Service Managers, GMs, Executives, Corporate, Parts Managers, and direct reports. Ensure that all direct and indirect reports do the same.
• Ensure company expectations are effectively communicated and met.
• Report regularly to management on performance at the branch. Communicate any issues that are arising in the branch immediately.
• Participate in all Service Manager meetings.
• Communicate corporate and Human Resources updates and initiatives to branch employees.

c) External Communication (Suppliers, Vendors, Customers, etc.)

• Communicate professionally and timely with all suppliers, vendors, customers, etc. Ensure all direct and indirect reports do the same.
• Understand the roles and responsibilities of Bailey in relation to suppliers, vendors, and customers, while upholding expectations on both ends.

d) Service

• Directly manage Mechanics, Parts Managers, and other Service Department staff at their branch.
• Manage service account pricing and plans with General Managers and Product Support Representatives.
• Review performance reports monthly with the General Manager and Parts Manager. Develop strategic initiatives for improving any Service Department shortfalls with the management team.
• Visit customers as needed.

f) Parts

• Directly manage Parts Managers and Parts Personnel.
• Review performance and call reports through the CRM.
• Review performance reports monthly with parts personnel and develop strategic initiatives for improving any Parts Department shortfalls with the management team.

g) Rental

• Directly manage the Rental Department.
• Review performance reports monthly with the General Manager and develop strategic initiatives for improving Rental Department performance with the management team.

h) Safety

• Work with the Safety Director, General Managers, and mechanics to ensure safety plans and all safety protocols are followed to prevent incidents.
• Attend and help lead safety meetings.
• Ensure safety incidents are handled properly, including documentation, reporting, training, and discipline.

i) Training

• Ensure all employees are up to date with all required training, and responsible for identifying any additional training needs in the region.
• Serve as liaison between General Managers, Executives, and the Training Director to improve and maximize Bailey and/or our supplier’s training programs.

j) Technology

• Ensure adoption of the CRM by Product Support Representatives, service logistics by the mechanics, and payroll software by all employees at the branch.
• The Operations Manager must be fully versed in the CRM, Service Logistics, and the required HR functions of the payroll software.
• Responsible for the quality and frequency of training for their direct reports (Parts Managers, PSSRs, Mechanics, etc.)
• Help develop annual meeting programs and other training events for their direct reports.

k) Sustainability

• Responsible for achieving Bailey’s environmental goals (zero waste, solar energy, etc.) at their branch(es).

l) Corporate and Admin

• Clear understanding of Bailey’s administrative and financial systems.

m) Additional Duties and Special Projects

• Handle other duties and special projects as assigned.

Requirements

The individual in this position should be a responsible problem solver, proactive, reliable team player, ethical leader, and able to adapt to the forces around them—customers, suppliers, department employees, and co-workers. The Operations Manager must be as comfortable managing other people as they are reporting to management.

Education/Training/Experience:

• College Degree (required, master’s preferred)
• 10+ years' experience in sales and/or service

Skills Knowledge and Abilities:

• Excellent interpersonal and customer/employee relations skills.
• Strong leadership, management, and sales skills.
• Great communication skills (written and verbal).
• Willingness to learn new technology.
• Working knowledge of office equipment operations
• Highly motivated and driven by meeting/exceeding company goals.
• Knowledgeable about our equipment and the market.