Service Center Manager
Sudden Service, Inc.

Taylor Sudden Service provides exclusive worldwide distribution of genuine Taylor OEM parts and forklift service for equipment designed, manufactured, and marketed by Taylor Machine Works, Inc. Backed by a network of parts and service centers, nationwide dealer support organizations, and factory-trained service technicians, SSI is committed to providing the best parts and service support in the industry. We offer training schools for our service technicians on a regular basis, ensuring the best possible service to Taylor Machine Works' customers. Sudden Service, INC (SSI) is a subsidiary of the Taylor Group of Companies, a third-generation family-owned business based in Louisville, MS since 1927.

Job Summary:

This position reports to the General Manager, Sudden Service, Inc. who has the responsibility to supervise the activities of all service center managers. Reporting to the Service Center Manager is a parts supervisor, service supervisor, field service mechanics, administrative clerk, shipping and receiving clerks. Other personnel may be added from time to time.

The Service Center serves as liaison between the customer and the company in the respective territory. The Manager directs the activities of supplying parts and labor to service and repair the broad range of Taylor products and to repair, rebuild, or replace any of the various accessories and/or attachments.

The Service Center maintains a stock of inventory of parts, issues a standard minimum supply to the service trucks, and supplies additional parts as needed. The service center receives calls from customers, dispatches a serviceman on a "first come, first served" basis, deviating from this schedule when emergencies arise. Parts are sold over the counter to walk-in customers and are also mailed and/or delivered as a result of telephone or mail orders.

The Manager is required to have a thorough knowledge of company policies and practices affecting customer service work. He or she may be required to accompany a Taylor salesperson assigned to his/her territory to visit customers in order to enhance the sale of Taylor products and often serves as a consultant on customer problems and may perform field service work him/herself, especially in making estimates on major repair jobs. The Service Center Manager has complete knowledge of the Taylor product line and the parts and assemblies, components, accessories, and attachments and is familiar with the applications in the field.

The incumbent in this position is required to have excellent abilities in customer relations, showing a real concern for customer problems and a willingness to extend him/herself in solving those problems. This incumbent is also required to have administrative and managerial skills to supervise those employees directly assigned to this position.

Duties/Responsibilities:

• Staff, trains, and develops warehouse and service personnel. Evaluates performance. Recommends appropriate recognition and reward.
• Plans and organizes schedules and activities of servicepersons in the field and shop. Follow up to ensure customer needs are met.
• Provides and maintains facilities and equipment for receiving, storing and issuing parts.
• Establishes proper inventory levels for territory. Maintains level by accurate record keeping of requisitions, receipts, and issuance of parts.
• Receives direct orders, sells over the counter, ships and delivers parts.
• Serves as consultant to customers on service work. Requests services of service technicians as needed.
• Prepares and submits period reports on parts, time, travel, malfunctions, etc. for billing or payroll purposes and for updating inventory and service history files.
• Evaluates service center performance. Initiates improvement toward overall company profit objective.
• Cooperates with company salesperson in territory to build company image and boost sales.
• Accountable for administering area of authority with intensity, consistency, good judgment, and common sense. Delegates this authority to subordinates by teaching them the rules of good management practices.

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