HM Cragg
  • Minneapolis, MN, USA
  • Full Time

Position Overview:
The Service Manager is responsible for the overall activities of the generator service team. Additionally, the Service Manager will be responsible for managing assigned projects within the service department. The Service Manager ensures service technicians, project managers, and dispatch team members are knowledgeable and qualified in regards to their specific tasks.

Reporting Relationship: The Service Manager reports to the VP Operations and Service

Effectively interacts with members of the Executive team to ensure reasonable time-frames for quoting, completing projects, invoicing, and customer satisfaction
Establish and lead service staff performance and development goals that align with the organization's business goals
Supervises service technicians, project managers, and dispatching team
Recruits high-quality technicians and ensures all are up-to-date on safety and technical training following equipment updates, OSHA standards, compliance requirements and industry standards
Ensures execution of project completion on a timely, accurate and quality basis assuring quality maintenance and improvement along with producing end results of positive customer feedback
Prepares, schedules, arranges, communicates and conducts monthly informational meetings for service personnel including updates, safety, training and miscellaneous items
Provides input to service team on past, present and future projects.
Analyzes cost, margins and provides efficiency reports to senior management.
Provides input when needed to maintain appropriate stocking levels of parts
Ensures compliance with regulatory agencies and permit requirements as it relates to service, i.e. Haz Mat, DOT Regulations, OSHA, MSDS Sheets, etc.
Establishes and manages training schedule for direct reports
Perform miscellaneous duties as assigned


Strong leadership skills
Proven supervisory and employee training skills
Strong writing and organizational skills
Demonstrated ability to effectively communicate with multiple levels of personnel
Excellent problem solving skills and ability to manage the execution
Ability to work in an organized, self-directed manner
Strong knowledge of Microsoft Office (Word, Excel, Powerpoint, Outlook)

Personal Attributes
Demonstrates honesty and integrity in work and relationships
Demonstrates servant-based principles with internal and external customers
Demonstrates innovation/creativity in work
Possesses strong work ethic and takes ownership of both company and client goals/objectives
Focused on understanding, meeting and exceeding customer expectations
Focused on collaboration and team work for the mutual success of the company and its employees
Demonstrates a willingness to sacrifice personal time for the company as conditions warrant

Travel expectations:
Up to 25% based on HMC projects and time of year.

Posting Qualifications:
4 year college degree preferred
Industry experience preferred generators, power equipment, and transfer switches
2+ years service managerial experience preferred
Efficient in Microsoft Suite products including Excel, Word, Outlook and Power Point
CRM software proficiency required.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. HM Cragg reserves the right to amend and change responsibilities to meet business and organizational needs as necessary

HM Cragg
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