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Maintenance Contract Manager

Description

Summary

Reporting to the vice president of apparatus service, the maintenance contract manager is responsible for the operation of his/her assigned maintenance contract. The maintenance manager is to oversee all operations at the designated contract site, ensuring complete customer satisfaction; increasing growth; and maintaining fair profitability.  The maintenance manager must be able to work with all departments within Ten-8 and OEM manufacturers.

Duties and Responsibilities
  • Ensure a safe, clean and efficient Service Center that delivers a world-class experience to the customer by supporting the vision, mission, and values of Ten-8.
  • Ensure that company processes and procedures are adhered to at all levels.
  • Be the focal point for all customer communication.
  • Keep the customer regularly informed on status of their vehicles daily.
  • Complete the scheduling of all maintenance to meet contract requirements.
  • Oversee and manage the open unscheduled maintenance back log.
  • Manage and audit the quality of all customer/ billing documentation.
  • Prepare quotes for unscheduled maintenance including vehicle accident and repair jobs, follow up and validate accuracy of quoted repairs on completion of work.
  • Make sure that any additional work identified upon arrival of a truck is quoted to the customer the same day.
  • Manage site expenses, responsibility for site P & L and delivering the contract budget.
  • Resolve all service and parts complaints. Complaints are to be reported and responded within 2 hours of receipt.
  • Maintain resource levels as required, including hiring, training, competency management.
  • Maintain the customer satisfaction follow-up process including quality control and quick turn- around time
  • Maintain mandatory reporting standards including but not limited to OSHA Injury reports, Hazard Waste, MSDS documentation.
  • In conjunction with the HR Director maintain federal and state documentation for drivers and company vehicles.
  • Support apparatus and equipment sales departments to ensure the efficient, expedited delivery of new vehicles and equipment.
  • Maintain and furnish necessary special tools and diagnostic software for technicians to perform their jobs safely, efficiently, and correctly.
  • Act as a liason betewen Ten-8 and OEMs for service concerns

Qualifications

Supervisory Responsibilities
  • Actively execute HR processes in cooperation with HR Department and the employee handbook.
  • Ensure all direct reports are efficiently trained in all aspects of the job and facilitate continuous development programs that enhance all areas of responsibility.
  • Create an environment geared to employee job satisfaction and continued improvement.
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Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.

  • Experience with managing contracts for heavy-duty-trucks
  • Operate computers and be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs as well with any company provided software
  • Have strong attention to detail when processing paperwork and orders
  • Solve problems efficiently and quickly
  • Have excellent verbal and written communication skills
Education and Experience
  • College degree or equivilant experience 
Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk over 60% of work time. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.