Lake Mary, Florida

Position Purpose

This position is responsible for the Lake Mary Commercial Service location, ensuring that the processes in the shop are efficient, productive, and that equipment is repaired or set up on a timely basis and the team is able to turn around quality repairs to meet the promise dates, exceeding the customers’ expectations. This position is also responsible for the Mobile Service Technicians to include work order processing, scheduling, KPI monitoring and reporting, dealing with customer issues and training activities answering the needs of the customers.  This position is to manage expenses to budget and ensure KPI’s and quality goals are met.  

Dimensions

  • Responsible for the Team’s Service Advisor, and up to 10 Repair Technicians.

Organization

  • This position reports to the Director of Commercial Service

Nature and Scope

Wesco Turf’s Mission

        To make our customers the focus of our business and their complete satisfaction the most important thing we do.

        To provide exceptional value to our customers at competitive prices through our associates’ expertise and efficient business practices.

Wesco Turf’s Vision

        Wesco will be the preferred supplier in all markets we serve.

        Wesco will invest in our employees, technology and resources to enhance our customer-oriented culture and to increase value to our customers.

        We will develop strong teams with positive, winning attitudes who support and treat each other with professionalism and respect.

  • Each associate is expected to improve their skills and themselves, either by formal education in a related area or by on the job training beyond their current position.
  • Demonstrates and promotes teamwork and cooperation with divisional, inter-divisional WT / WTS associates

 

Accountabilities

  • Ability to multi-task and respond to the needs of team members and customers alike.
  • Open turf shop at beginning of day and close, securing building at end of day in coordination with other Shop Managers. May require early morning and late evening hours
  • Prepare each day with “Report”; a meeting with the team’s Service Advisor, discussing workload and expectations for the day.
  • Coordinate with the team’s Service Advisor by consulting directly with customers initiating the repair order process, documenting their concerns with a review of the unit’s history, inclusive of providing a written quote to the customer
  • Coordinate with the team’s Service Advisor for preparation of repair orders and transfers of requested warranty parts to be sent to customer for timely repair on-site
  • Coordinate with the team’s Service Advisor communicating the available scheduled pickup date and promised delivery date to the customer
  • Coordinate with the team’s Service Advisor pickup and delivery paperwork and print to warehouse with details of model, serial number and special notes needed
  • Coordinate with the team’s Service Advisor to obtain authorization for repairs before repairs are conducted and document thoroughly on repair order authorization form with date, time and name of authorized person giving authorization
  • Coordinate with the Team’s Service Advisor throughout the day on progress of repairs and report to customer any issues that may affect meeting promise date. Update customer on progress in shop on parts ordering, additions to recommended repairs, etc. Customer should receive contact with no more than 3 days lapse time between previous contacts
  • Monitor the Team’s Service Advisor’s prompt completion of all repair orders to ensure delivery process is completed and paperwork is available to customer immediately upon or before the return of unit
  • Coordinate with the team’s Service Advisor to schedule deliveries of repaired unit discussing repairs completed with customer, and verify contact for customer satisfaction survey follow up
  • Assign vendor released reworks to assigned team’s Service Advisor and track progress to meet completion dates
  • Coordinate with the team’s Service Advisor to process warranty claims for repairs completed by the customer with parts supplied by Wesco
  • Reconcile all credits for vendor warranty claims and account for discrepancies in credits
  • Review customer bill and warranty repair orders for completion of invoicing process for the assigned Team
  • Supervise assigned team staff in accordance with company policies and procedures
  • Review and analyze reports using results to pinpoint areas that may require review of the Team’s Service Advisor time management and whether processes are being followed according to set timelines for completing the billing process of repair orders. This would provide needed direction to correct out of balance situations
  • Use findings on quality audits of administrative procedures as training elements to eliminate future mistakes and promote excellence and customer satisfaction
  • Review the team’s training schedule and ensure in-house training is up to date
  • Resolve complex or out of policy operation problems
  • Conduct employment interviews and selection
  • Coach and develop members of the group for future advancement
  • Establish goals and conduct performance evaluations of assigned Team members
  • Assist in department staff meetings
  • Serve on committees and teams as department representative when requested

 

Supervisory Responsibilities:

  • Responsible for up to 10 Technicians and a Service Advisor
  • Coach and develop members of the Team for future advancement
  • Coordinate with the Director of Commercial Service on goals and conduct performance evaluations for direct reports

 

Qualifications:

  • Requires Toro turf equipment background with good administrative skills, and the ability to assess situations and respond in the customers’ best interest.
  • Requires the ability to communicate in a professional and courteous manner to all customers as well as fellow employees
  • Requires excellent documentation practices
  • Requires strong leadership and supervisory skills
  • Must have the ability to read and analyze documents and procedure manuals
  • At Wesco Turf, each employee is expected to have a winning attitude so as to positively affect co-workers and customers

 

Education and/or Experience

  • Minimum High school and training at vocational, technical trade school or training seminars in the Commercial Turf Industry.
  • Minimum of five years experience in a related field experience
  • Minimum 5 years supervisory/management experience
  • Must have or attain NASM Certification within 1 year of accepting position

 

Language Skills:

  • Must have good communication skills, both written and verbal
  • Must be able to communicate with all levels of the organization
  • Must have experience in speaking and presenting to groups
  • Able to communicate in Spanish a plus

 

Mathematical Skills:

  • High School level mathematics a minimum.

 

Reasoning Skills:

  • Diagnostic skills and problem-solving skills
  • Use judgment and initiative to develop effective and constructive solutions to challenges and obstacles as they arise.
  • Evaluate department processes. Recommend and coordinate needed changes based on process analysis.

Computer Skills:

  • Computer literate:  Microsoft Excel, Word, Outlook, Power Point, Service Department Repair Order System (Service Max, SB Client & Prelude a plus)

 

Physical Demands:

  • Requires ability to multitask and handle stressful situations and respond to the needs of co-workers
  • Requires ability to multitask and handle stressful situations and respond to the needs of co-workers

 

Work Environment:

  • Office is climate controlled.  Occasionally this position will be exposed to moving mechanical parts, fumes and airborne particles, and caustic or toxic chemicals while consulting in the shop area

 

Safety

·         Staff are expected to act in a safe manner always and ensure that those

around them do not put themselves or others at risk.

·         Safety is everyone’s responsibility and is a priority.

This job description does not state, nor does it imply, that these are the only duties to be performed by an employee in this position. He or she will be required to follow any instructions and to perform any other duties requested by his or her supervisor.

Lake Mary, Florida

Wesco Turf, Inc. has been the golf and grounds equipment and irrigation leader in Florida and Southern Georgia for over 30 years. Nearly half of our associates have worked at our company for at least ten years. Our highly experienced and dedicated staff is here to help you 'keep the trains running on time.'​ Wesco is the exclusive provider for Toro, Club Car utility vehicles, Bernhard reel and bedknife grinders, Flowtronex and MCI pump stations, and Salsco greens rollers. Wesco Turf provides quality used turf equipment both domestically and internationally. We earn our reputation every day by consistently providing world class parts and service to our customers. Parts fill rates are over 90% to minimize downtime. We have 'state of the art'​ commercial and irrigation service capabilities, certified technicians, and field service personnel dedicated to the products we sell. Wesco provides financing, service contracts, rental equipment, training, technical support, and anything else our customers need to run a successful operation. Each day, we are 'building on our legacy'​.

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