Service Manager

Carolina Handling, a Raymond Dealer, is one of the largest automation systems integrators in the world. We specialize in providing turnkey solutions for warehouses, distribution centers, and manufacturers. Our product and solutions offerings allow our customers to move material faster and more efficient by implementing automation equipment and technologies including…

• Consulting
• Material Handling Equipment, Parts, and Service
• Automated Mobile Robots
• Vision guided vehicles and automated guided vehicles
• High Density Storage Solutions including ASRS, Robotic Goods to Person and Shuttle Systems
• WMS/WES/WCS solutions and Software
• Intralogistics Solutions and Automation including Conveyor and High-Speed Sortation
• Telematics

Job Summary

As a Service Manager, your primary objectives are to: 1) ensure maximum customer satisfaction by delivering quality and timely service at competitive market rates; 2) support and promote service marketing programs; 3) uphold a professional image of the dealership; 4) achieve acceptable revenue and profit margins; 5) plan strategically for future growth; and 6) foster a strong team environment and teamwork.

Responsibilities

• Daily Operations and Administration
• Control daily operations of the service department by maintaining an orderly flow of paperwork, including work orders, time sheets, service parts requisitions, service dispatch records, and warranty records.
• Evaluate and forecast future manpower needs, planning hiring and training processes to meet objectives.
• Control and evaluate service department income and operating costs through budgeting, planning, and profit and loss statement evaluation.
• Evaluate month-end service reports for accuracy, trends, and measurements.
• Training and Development
• Assess the training needs of the department and plan for the regular training of all service associates.
• Regularly evaluate job performance of all department associates by assessing their achievement of established goals and objectives.
• Responsible for assessing the abilities of potential associates and selecting individuals most capable of performing the duties of the job within the service function.
• Customer and Vendor Relations
• Work with associates and customers to resolve disputes and identify opportunities.
• Promote the service department with current and potential customers through active marketing of service programs, including scheduled and comprehensive fixed-price maintenance contracts, increased service parts sales, truck and component rebuilding, service specials, and promotions.
• Maintain liaison and best relations with equipment vendors to enlist their aid and support when needed.
• Monitor performance standards of new equipment and provide feedback to manufacturers.
• Communication and Coordination
• Maintain open communications among management, associates, other departments, and Raymond.
• Promote a professional image of the dealership and foster a strong team environment.
• Perform any other duties as assigned or required to support the company's service operations.

Requirements

All potential hires are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.

• Must have and maintain a valid driver's license with a clean driving record.
• Bachelor’s degree preferred or equivalent experience
• Two years of successful field service experience
• Strong customer service skills
• Excellent organizational skills
• Ability to communicate effectively with other management, associates, and customers
• Ability to effectively monitor and develop personnel
• Proficient with a personal computer using both Windows and ERP operating systems
• Ability to read and understand necessary service and training manuals
• Must exhibit an orientation to detail and ability to manage changing priorities
• Such other knowledge, skills, and abilities as are necessary in connection with additionally assigned duties

Benefits Of Joining The Team

Benefits Built For YOU! At Carolina Handling, taking care of Associates is our utmost priority. We are pleased to offer a comprehensive benefit program to protect your health, your family, and your way of life.

Health Benefits

Medical, Dental and Vision Insurance, Prescription Drug Plan.

Financial And Tax-Saving Benefits

Company-paid Disability, Life and AD&D Insurance; 401(k) plan with company match and profit sharing; Flexible Spending Accounts, Health Savings Account, and Dependent Care Account.

Additional Benefits

Critical Illness, Legal Services, Identity Theft Protection, and Pet Insurance.

Company Benefits

Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/ Corporate Contributions, Associate Giving Fund, and Discount Programs.

Comprehensive Perks Package Including

• Company Vehicle or Automobile Allowance: This includes a fuel card and maintenance coverage.
• Growth and Development: Our comprehensive training programs, both in the classroom and in the shop, are designed to equip technicians with the skills and knowledge they need to excel in their roles and stay ahead in the ever-evolving industry.
• Paid On the Job Training
• Opportunity for Increased Income: With uncapped overtime hours, there's no limit to how much you can earn.
• Career Growth and Advancement: With opportunities for internal mobility, mentorship programs, and leadership development initiatives, you can take your career to the next level with us.
• Company-sponsored social events and team-building activities.
• Employee recognition program

Physical Requirements & Working Conditions

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job unless it causes undue hardship.

This position is classified as heavy work, involving the operation of machinery, power tools, motor vehicles, and heavy equipment. Job tasks may require various physical activities such as walking, sitting, climbing, balancing, stooping, kneeling, crouching, and/or crawling, along with transitioning between work sites. Physical requirements include the ability to frequently lift and/or move objects weighing up to 50 pounds, constantly handle objects weighing up to 25 pounds, and occasionally handle objects weighing up to 100 pounds. Manual dexterity is crucial for operating machinery, tools, computers, and handling materials. Specific vision abilities essential for this role include close vision, peripheral vision, depth perception, and the capacity to adjust focus. Additionally, visual acuity is necessary to read documents, schematics, and equipment displays. Effective communication with both internal and external customers via telephone, demonstrating clear articulation and voice control, is essential. The ability to hear is necessary for communicating with coworkers and customers, as well as for safely operating equipment in noisy environments.

This role operates in diverse customer environments, including manufacturing, distribution, cold storage, and outdoor settings with exposure to various elements. It frequently involves exposure to oil, grease, dirt, extreme seasonal temperatures, outdoor elements, and vibration. Occasionally, the role may entail working in elevated conditions, encountering harmful or corrosive chemicals, and facing the risk of electric shock. There is potential exposure to hazards related to equipment movement and harmful chemicals/solvents if proper safety procedures are not followed. Noise levels typically range from moderate to high.

Travel Requirements: This role requires daily travel to customer sites to fulfill job responsibilities. Occasionally, overnight travel may be required to accommodate project needs or attend training classes. Due to the nature of the job requirements, work hours for this position are subject to change to meet the needs of the customer. This may include overtime, shift work, on-call duty, weekends, and holidays.

This job description is intended to outline the general nature and level of work being performed by individuals assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. Management reserves the right to modify, add, or remove duties as necessary to meet business needs. This job description does not create a contract of employment between the company and the employee.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Carolina Handling we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled