Assistant Service Manager

The Assistant Service Manager is responsible for handling incoming service calls for rental and customer owned units, dispatching and monitoring all field mechanics, and overseeing all customer owned unit repairs in the field. This individual will also assist with processing parts orders for field service technicians and all warranty claims.

This position will be located at the Phoenix, AZ branch for MGX Equipment Services and reports to the Service Manager.

ESSENTIAL JOB FUNCTIONS:

• Supervises the team of service technicians in the service department.
• Arranges training for technicians so they will be providing quality customer service and satisfaction to our customers.
• Implements plans and strategies for business growth in the service department.
• Plans and assigns work.
• Implements procedures and policies.
• Suggests methods for improving production, processes, or operating conditions.
• Processes work orders.
• Manages repairs on rental, sales, and customer equipment.
• Handles safety program and safety issues in accordance with company policy.
• Resolves customer issues and complaints.
• Enters warranty claims.
• Prepares bids for repair work.
• Other duties as assigned.

JOB REQUIREMENTS:

• High School Diploma or GED required; vocational or technical degree and/or certification preferred.
• Minimum of three (3) years of experience as a mechanic as well as two (2) years of previous supervisory experience in the heavy equipment industry preferred.
• Must have basic mechanical, electrical and hydraulic understanding.
• Experience specific with mobile hydraulic and crawler cranes preferred. Experience with Manitowoc, National and Grove crane brands is beneficial.
• Must demonstrate competency in the diagnosis, repair, and maintenance of various engines and heavy equipment products.
• Exceptional customer service and organizational skills.
• Must be able to communicate, both verbally and in writing, with individuals at all levels of the organization; be able to resolve customer issues and handle challenging customers.
• Must be proficient in Microsoft Office Suite.
• Ability to train other employees.
• Minimal travel may be required based on business conditions; 5% or less.

HEALTH & SAFETY REQUIREMENTS:

• Perform job functions in a safe manner.
• Wear all Personal Protective Equipment (P.P.E.) required by Company policy for the job being performed.
• Know and follow established job specific and facility wide safety and health procedures and rules.
• Actively participate in safety and health training and demonstrate competency based on training received.
• Bring safety and health issues, unsafe acts, and safety suggestions to management’s attention or correct those you can.

WORKING CONDITIONS:

This is a full-time position with typical working hours between 7:00 am to 6:00 pm. Overtime and weekend work may be possible based on business conditions.

The physical demands described 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.

This position will be located in both an office and shop environment, with considerable exposure to elements such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors and/or loud noises. While performing the duties of this job, the employees is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. There is frequent lifting and/or moving of up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus.

The Manitowoc Company, Inc. was founded in 1902 and has over a 120-year tradition of providing high-quality, customer-focused products and support services to its markets. Manitowoc is one of the world's leading providers of engineered lifting solutions. Manitowoc, through its wholly-owned subsidiaries, designs, manufactures, markets, and supports comprehensive product lines of mobile hydraulic cranes, tower cranes, lattice-boom crawler cranes and boom trucks under the Grove, Manitowoc, National Crane, Potain and Shuttlelift brand names.

EOE / DISABLED / VETERAN