The Service Manager will manage and direct the day-to-day success of their department by scheduling work, communicating with customers, and directing the work of technicians with a focus on providing superior customer service and fostering a great work environment.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies
• Opportunities for advancement

• Contributes to a positive work environment and promotes the vision, mission and values of BMC.
• Manage service operations and ensure profitability.
• Oversee work group and ensure work is performed with company goals in mind.
• Deal with customers, determine action needed, prioritize and implement corrective action.
• Plan and act to grow the business.
• Nurture and maintain the highest levels of customer satisfaction.
• Nurture and maintain the highest levels of employee engagement.
• Control expenditures to budget; monitor financial reports and required profit for total branch
• Resolve customer complaints by taking prompt and appropriate action to maintain excellent customer relations; encourage associates to be fair, courteous, honest and appreciative for our customers' business
• Control Shop & Field Service maintenance by daily monitoring and controlling labor and parts cost to meet required profit objectives
• Ensure productive scheduling and dispatching of all service technicians to perform daily service/repairs
• Monitor work order closings to ensure invoicing occurs within 5 days of last work activity on each job ; monitor all accounts checking for accuracy, completeness and ensuring timely processing and closing
• Monitor all warranty work orders for proper administration of claims to manufacturer
• Ensure all warranty and policy decisions are mutually fair to the customer, the manufacturer and the dealer
• Adequately ensure offices, shops, vehicles, tools and other company property are properly maintained in a professional and safe manner to promote excellent customer service
• Ensure compliance of corporate policies; monitor all phases of the department's operations, performance and customer satisfaction
• Perform employee evaluations, and ensure proper administration of wages and salaries
• Schedule all needed training classes for technicians
• Prepare annual service department budget and objectives and capital expenditures requests
• Provide technical assistance for service and parts departments when possible
• Maintain managerial contact and support for technicians, resolving various problems and promoting customer contacts; participate in meetings to promote Caterpillar products
• Coordinate with the sales department regarding any relevant developments
• Assist sales department with special projects and technical problems when possible
• Work with the various departments needed to maintain the service department:
• Conduct informative department and branch meetings
• Serve as primary liaison between parts, service and customer
• Other duties as assigned

• High school diploma required, BS degree in business related field preferred.
• Previous supervisory experience preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written and oral communication skills.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions

• The physical environment requires the employee to work inside throughout the year.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.