Service Manager

FRMA/Siewert Equipment, a Division of Cummins-Wagner Company, Inc. aims to remain the premier manufacturer's representative and distributor of mechanical equipment and machinery within our trading area. We serve the industrial, process, heating, cooling markets, and the waste water industry.

Job Title: Service Manager

Department: FRMA Service Department

Location: Oxford, Massachusetts

Schedule: Full Time

Reports To: Branch Manager

Job Overview:

The Service Manager oversees all Service functions supporting department performance, growth, and development.

This is a key role in a dynamic work environment and includes responsibility for overseeing Service Technicians, Shipping and receiving personnel, Inventory Management and Coordinators, employee safety, employee training and development, and numerous other administrative and managerial functions.

This position requires a motivated professional with high administrative and technical skills and the ability to drive and oversee many aspects of our service and repair business. Essential characteristics include excellent interpersonal and communication skills, computer proficiency, technical aptitude, teamwork, and reasonable flexibility for travel and overtime.

Our most successful Service Managers:

• Possess superior communication and organizational skills
• Exhibit goal-oriented behaviors and time management principles
• Apply extensive attention to detail to all tasks
• Experience with grinder pump maintenance and repair required
• Supervisory experience preferred
• Experience in a customer service role for mechanical equipment preferred
• College degree or equivalent experience in a technical business environment
• Excellent computer proficiency required including advanced Microsoft Excel
• Must be able to pass background and reference checks, as well as a drug test
• Must maintain an active driver’s license with a clean driving record

Scope of responsibility:

Service Operations:

• Management of Service Supervisors and Technicians specializing primarily in grinder pump but also lift station start-up, repair, maintenance, troubleshooting, and upgrades
  • Work closely with individual technicians on job preparation, execution, and quality of workmanship, ensuring inspection findings and repairs are well-documented and performed in accordance with department policies and objectives
• Management of Service Coordinators and Shipping and receiving personnel with responsibility for all coordinator, warehouse, and inventory tasks:
  • Telephone & and email reception for incoming service calls
  • Service calendar and scheduling
  • Quoting and ordering replacement parts & services
  • Start-up scheduling & coordination
  • Warranty coordination & claims processing
  • Service job close-out and Invoicing
  • Replenish consumable Shop Supplies
  • Shipping and Receiving Functions
  • Inventory Management Responsibilities
• Facilitate periodic “toolbox” meetings with emphasis on safety, workmanship, training, and extraordinary customer service
• Job accounting accuracy, including billable Labor, Mileage, and Special Tools & Services.
• Diffusing and resolving customer concerns and complaints
• Administer bi-weekly employee timesheets and expense reports
• Administer wireless communication and data access for field service
• Logistics for after-hours emergency services (on-call schedule, phone system)
• Assist with fleet maintenance and vehicle GPS system

Service Management:

• Assist with strategic planning processes for the department
• Assist with new employee recruitment and hiring
• Safety Program compliance& employee training in accordance with the ACS portal
• Training and development to improve department capabilities and versatility. Utilize the Cummins-Wagner BTU system as an employee training and record-keeping tool
• Management and cost control for certain categories of department expense
• Department lead for accounting business system and related upgrades
• Preparation of scorecards and various other department & employee performance metrics.
• Assist with compliance and improvement of policies and procedures to increase consistency & quality of workmanship throughout all Service Centers
• Maintain template files and oversee the quality of service documentation (i.e. quotations, inspection worksheets & reports, start-up reports, PM worksheets, and invoices)
• Assist Service Manager with service growth & development initiatives
• Perform all other duties as assigned

Cummins-Wagner gives back to employees:

• Employee Stock Ownership Program
• Bonus Program
• Company-sponsored membership in professional organizations
• Tuition and Certification Fee Assistance
• 401k Match
• Flexible Spending Account
• Comprehensive Health Insurance
• Life Insurance
• Long-Term Disability Insurance

Our History:

Founded in 1960 by "Charlie" Cummins and "Chub" Wagner, Cummins-Wagner began as a one-product, two-employee Company in a one-room office. Without a well-recognized brand product line, their commitment to customer service was the Company's impressive strength. This commitment to customer service allowed the Company to grow and attract significant product lines. Recognizing that ownership inspired the dedication that resulted in their customer-driven business's success, they established an ESOP* and sold the Company to their employees in 1985.

Today, the Company's strength comes from the product lines we represent and from the total dedication of over 250 Employee Owners to the principle of customer satisfaction. We appreciate the value of our impressive team and look forward to welcoming you!

*As an "ESOP" company with 100% of the common stock universally and exclusively owned by the Employee Stock Ownership Trust (ESOT), employees are motivated to work for the long-term success of the Company to a degree unmatched by those of our competitors. ESOP companies generally outperform non-ESOP companies. For more information on ESOPs, visit www.esopassociation.org.

Cummins-Wagner Co. Inc. is an Equal Opportunity Employer and does not discriminate based on race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law.

Cummins-Wagner Co. Inc. is a 100% Employee-Owned Company.