• Service Manager

    Job Locations US-OK-Tulsa
    Job ID 2018-1197
  • Overview

    Summary: Responsible for the operation and growth of the United Engines service department through the management and maintenance of all service department assets in order to produce the best quality work for the customer base.


    Essential Duties and Responsibilities include the following. Any one position may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found in positions within this classification.


    • Direct labor sales and control operating expenses.
    • Oversee the successful completion of warranty claim processing.
    • Draft and provide customer quotations for service and resolve customer concerns.
    • Review Service Department orders for timely closing of all jobs.
    • Oversee Wheel Time results to maintain stated goals.                     
    • Actively work with business partners to build quality relationships.
    • Develop procedures to operate the Service Department in an environmentally responsible manner and create operational efficiencies that result in greater gross profit.
    • Support Parts and Sales Departments as required growing overall revenues.
    • Establish work schedules and shifts of operation for service staff.
    • Assist employees in daily use of procedures, techniques, and business systems.
    • Ensure training of employees meets Business Partners requirements.
    • Create a path for advancement for Service employees based upon training and performance.
    • Define tools and training requirements for each job.
    • Create annual departmental budget for revenue, gross profit, and expenses.
    • Determine Capital Equipment needs and provide justification and payback to executive staff.
    • Review monthly P&L for operational compliance.
    • Work with business partners to comply with reporting requirements.
    • Oversee department for SOX compliance.
    • Assist in expansion of customer base and customer maintenance.
    • Identify new business opportunities and develop strategies to participate in those opportunities
    • Oversee and control tools and equipment.
    • Manage field service fleet to maintain adequate resources and compliance.
    • Develop and implement PPE inspection and replacement programs.
    • Perform annual forecasts as required.
    • Maintain a strong, personal commitment to the safety culture.
    • Ensure proper safety training, regular meetings and resources are provided to personnel to support adherence to health and safety procedures.
    • All other duties as assigned.

    Supervisory Responsibilities


    • Manage all designated staff in the Service Department.
    • Carries out management responsibilities in accordance with the organization's policies and applicable laws. Interviewing, hiring, and training employees.
    • Planning, assigning, and directing work.
    • Appraising performance, rewarding and disciplining employees.
    • Addressing complaints and resolving problems.                           




    To perform the job successfully, an individual should demonstrate the following competencies:


    • Shows excellent interpersonal skills through listening, understanding and responding to the questions and needs of staff.
    • Supports the team’s efforts to succeed by motivating staff to achieve production goals and prioritizing and planning work activities.
    • Contributes to a positive team environment by leading by example through commitment, respect and communication.
    • Demonstrates quality work through accuracy, thoroughness and attention to detail of own work and evaluating the work of other staff.

    • Exhibits efficiency in problem solving skills and trouble shooting by identifying and resolving problems in a timely manner to ensure deadlines are met.
    • Strives to continuously build knowledge and skills and share expertise with others.
    • Commitment to a standard of excellence in customer service.

    • Shows adaptability by effectively responding to frequent change, delays, or unexpected events.

    • Exhibits superior dependability by consistently arriving to work on time and as scheduled.
    • Demonstrates professionalism by acting with integrity, high moral standards and personal accountability.
    • Shows organizational support by consistently following policy and procedures.


    Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    • Prefer candidates with a BA/BS in Business Administration or related degree; or four years related experience and/or training in relevant industry; or equivalent combination of education and experience, required.            
    • A minimum of 3 (three) years in progressive United or industry related assignments is required.
    • A minimum of 3 (three) years of lead/supervisory/management experience is required.
    • A minimum of 3 (three) years of experience with diesel engines required.
    • A minimum of 3 (three) years of experience with power generation equipment.
    • Good interpersonal skills in relating with external customers and internal company representatives.
    • Basic knowledge of P and L is preferred, ability to understand and be trained is required.

    Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    • Exerts up to 50 lbs of force occasionally. Able to lift 65 pounds from floor to shoulder height rarely.
    • Physical strength and ability to perform moderate to heavy manual labor, including frequent bending, stooping, kneeling, crouching, crawling, climbing, balancing, lifting, carrying, and reaching or handling with arms, hand , and fingers.
    • Able to climb ladders or steps/stairs to get to equipment.
    • Will be required on occasion to work more than 8 hours on shift.
    • Manual dexterity sufficient to work with fingers.
    • Normal vision with or without corrective lenses.



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