Director - Service - DUECO - Milwaukee

Job description
DUECO, Inc., a final-stage manufacturer, sells and services standard and customized equipment - bucket trucks, digger derricks, auger drills, cranes, and other equipment - to the utility and related industries. We are seeking a dynamic, results oriented individual to lead our service organization.
Summary
This individual will have the responsibility to direct and manage company-wide service, parts operations, and external training programs. This individual will be responsible for managing six (6) DUECO branch service locations. The goal for each location is to have consistent practices and procedures, in addition to exemplary customer service response with regard to all equipment that is serviced and parts sold. A customer focused strategy for both internal and external customers must be maintained. This individual will also be responsible for managing the Parts Central department, all parts revenue areas, and external training programs and offerings to customers.
Essential Duties And Responsibilities

Work with each Service Manager and branch personnel at each branch to establish a consistent set of procedures that streamlines the process of repairing equipment.
Manage the structured service procedures and processes to ensure consistency at all locations.
Work with each Service Managers to ensure all service facilities are in compliance with all OSHA and ANSI regulations—monitoring safety logs, safety procedures, etc.
Visit each DUECO location 4 times per year to meet with service team, check and inspect facilities, processes, and service records.
Responsible for ensuring all DUECO service mechanics are trained and qualified to do the work necessary, tracking records of training schools and certifications.
Lead monthly conference calls with the branch service managers and supervisors to share best practices and collaborate on various business issues/projects.
Work with all Service Managers to set annual service rate and pricing matrix at all branch locations.
Track measurements of turn around time, cost factors, and labor factors to improve efficiencies at all locations. Track by using measures such as: # of days in maintenance, % direct vs. indirect labor, reduced inventory or shop supplies, job costing – profit margins between 30 – 40%.
Establish written policies and procedures for handling all types of repair functions needed (i.e. damage that occurs to vehicles, including pictures and a timely response to charge back the customers) and implement policy/process changes at all branches.
Establish Service revenue goals and objectives and track monthly. Examples of measuring goals include: Revenue by branch per month, per quarterly, annually; job costing – profit margins at 30 – 40%; billing/invoicing time - within 3 to 5 days from shop order closed to bill.
Work with Marketing team and Service Managers to market to outside service customer database to keep a consistent flow of revenue generation monthly.
Develop a network of qualified vendors and negotiate “best in class” pricing structure, including the development of supply chain alliances where available.
Maximize use of volume discounts and establish a sufficient number of suppliers to minimize transportation costs and downtime.
Develop a service system to track efficiency of mechanics.
Develop systems that allow for the intelligent use of all fleet information through reporting of fleet maintenance.
Monitor older or excessive maintenance on specific capital equipment and target for replacement.
Manage customer disputes and problems (i.e. major repairs, accidents, product issues, etc.) by using a customer response report to ensure customer satisfaction and full resolution.
Manage Warranty recovery to assure reasonable recovery percentage per year and follow up with manufacturers for timely payment.
Responsible for ensuring the administration of recalls required by manufacturers of fleet equipment.
Establish and manager procedures for how accidents are pursued and the proper follow up necessary for any unit involved in an accident. Complete police reports and proper paperwork.
Work with Training Specialist to develop customer training programs to enhance customer understanding of products, equipment operations, equipment repair and maintenance, and functionality of equipment, including but not limited to procedures or programs to complete in-service or operator training, helping customers to recognize that increased efficiencies can be achieved if operators are properly trained.
Manage Parts Central to achieve the following goals
Net promoter score in the “world class” category – above 80%
Achieve 90% on time order fulfillment
Increase use of internet for customer ordering
Manage product training which includes
Setting annual goals for this department
Monitor the amount of training sessions established by the trainers
Review annual profitability of this area
Desired Skills and Experience
Education/Experience
Bachelor’s degree in related field preferred
5-7 years in related field
Experience developing and managing strategic plans
Other Qualifications
Proven organization skills to plan, prioritize, and manage multiple projects efficiently and effectively
Motivated and effective business manager with mechanical aptitude who knows how to get the job done with effective planning and follow through
Attention to detail
Business math aptitude
Ability to lead and motivate
Commitment to quality
Highly developed communication and interpersonal skills
Excellent presentation and rapport building skills
Ability to communicate and collaborate across all levels of the organization
Driven and passionate with focus on a high level of productivity and achievement
Highly analytical and possesses capability to effectively interpret data to drive strategy
Demonstrated ability to identify problems and issues and develop creative solutions and implement effectively
Strong networker, articulate and a strong motivator
Ability to develop and strengthen internal and external relationships to efficiently and effectively achieve key objectives and support success of company goals
Proven success as a manager
Solid commitment to quality, process improvement and teamwork

Language Skills
Ability to speak, write and read the English language
Ability to have effective conversations.
Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

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