MSA Service Manager

Description

SUMMARY: We are seeking a talented and competitive MSA Service Manager that thrives in providing quality customer service and solutions. This position is focused on the daily operations of MSA department while leading the charge to achieve successful goals on all aspects of customer satisfaction, operations and finance.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include but are not limited to the following. Other duties may be assigned as needed.

• Manage full employee life cycle of MSA Service Department employees.
• Schedule MSA service technicians to properly manage the daily workflow while planning and projecting the future service schedule.
• Review repair orders for accuracy and to ensure work is completed.
• Provide quotes and service contracts for customers.
• Oversee and process MSA warranty claims.
• Managing parts inventory and outside purchases, as well as updating and restocking all parts when needed.
• Serve as primary contact for all customers to include, service appointments, issues and complaints, parts ordering, and warranty information.
• Oversee inventory cycle counts and annual physical inventory.
• Maintain and safeguard company assets (i.e. department tools, equipment and vehicles).
• Establish and maintain customers paper service history files of all work performed (i.e. face piece fit testing, SCBA flow testing, and gas detection calibrations).
• Initiate and reinforce safety policy and procedures.
• Ensure all technicians training is scheduled and up to date.
• Maintain up to date knowledge on all software used within the department.
• Prepare and administer an annual operating budget to ensure profitable growth.
• Develop and implement appropriate SOP’s to continuously elevate the overall customer service experience.
• Promote the expansion of service department offerings. (i.e. in-house hydro testing, facepiece cleaning services).
• Travel throughout territory to reinforce existing customer relationships and expand customer base.

QUALIFICATION REQUIREMENTS: Proficient verbal and written communication skills in English are required.  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to create standard correspondence both written and verbal.  Ability to effectively and concisely present information in a one-on-one and small group situation to customers and other employees.  Ability to work from oral and written instructions.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence and memos. Ability to create standard correspondence. Proficient verbal communication skills, in English, are required.

EDUCATION: 

• A high school diploma or equivalent is required. 
• Computer software experience.
• Experience in the mechanical fire service environment preferred.
• Ability to use hand tools.
• Strong customer service experience.
• Creative problem solver.
• Strong attention to detail with paperwork and all processing.
• Good listener with excellent phone skills.

MATHEMATICAL SKILLS: Ability to apply concepts of basic mathematics.

REASONING ABILITY: Ability to apply common-sense understanding to carry out instructions in written and oral form. Ability to deal with problems involving several concrete variances in standardized situations.

OTHER SKILLS AND ABILITIES: Must be able to build and lead a team through guidance, motivation, direction for the purpose of achieving aligned results.

• Ability to build a strong team environment.
• Ability to guide, motivate, instruct, and direct a team of skilled technicians.
• Maintain professionalism in appearance and work ethic.
• Possess excellent time management and organizational skills.
• Be strategic and proactive.
• Be an advocate for your customers and your team.
• Must have supervisory experience & leadership skills.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

HEAVY WORK:  Lifting 75 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 50 lbs.

PHYSICAL REQUIREMENTS: Frequent lifting, carrying, pushing, pulling, stooping, kneeling, crawling, climbing, and balancing.

WORK POSITION: Sitting 40%, standing 30% and walking 30%.

WORK CONDITIONS: Spends approximately 90% of the time indoors and 10% outdoors.

EEO STATEMENT: Ten-8 Fire & Safety provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

DRUG FREE WORKPLACE: Ten-8 Fire & Safety is committed to protecting the safety, health and wellbeing of all employees and other individuals in our workplace. As a condition of employment, employees are required to participate in pre-employment drug screening.