Retail Store Service & Parts Assistant Manager

Job Listing No: 9740000

Retail Store Service & Parts Assistant Manager

Under the supervision of the Retail Store Operations Manager, the Retail Store Service & Parts Assistant Manager performs and coordinates various duties related to customer service and parts distribution functions at the retail store; including training, work prioritization and assignment, and continuous improvement activities, in accordance with Company quality standards.  POSITION EXPECTATIONSSolve customer parts and service needs with required urgencyUnderstand the complete Kuhn product line sold and serviced at the retail storeHelpful and favorable image of CompanyTreat people fairlyConfidentiality of Company informationContinuously improve systemsWork with Sales Department to coordinate equipment repairs, part needs, and customer timelines ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.Coordinate customer service and parts distribution activities for the assigned retail store location with the Retail Store Operations Manager and Retail Store Sales Manager. Receive direction and delegate work for service and parts employees at the retail store location, while maintaining accountability for quantity and quality of the output, safety, customer service and standards of conduct.Provide established process/procedure training or assign training for new employees. Serve at the process/procedure “expert” on all service and parts functions at the retail store to ensure conformance to quality standards.Perform product repair, truck mount and parts distribution tasks upon completion of coordination responsibilities.Work with Retail Store Operations Manager in maintaining property and building maintenance.Be proactive to present a professional facility image, as well as, conformance to all quality and safety standards.Assist customers (via phone or walk-in) with parts orders and product support inquiries. Plan, schedule, and communicate activities between parts and service departments and with customers.Coordinate and maintain after hours on call schedule.Work closely with our customers and the sales team to keep them informed on progress of repairs and new machine assembly.Monitor status of parts and service orders. Invoice all parts orders and work orders on a daily basis.Make joint customer visits with sales staff to promote parts and service labor sales growth. Work with management on parts and service promotions programs to grow parts and labor sales. Follow through with approved program implementation and assess program results.Coordinate with the sales department for special events such as retail store open houses, farm shows, and field days.Support the Company’s continuous improvement culture to develop and improve customer relations.Participate in the Company’s team process to develop and improve truck mount/repair and parts distribution processes and procedures.Continually strive to find better ways to complete tasks to be the best in the industryDevelop, grow, and maintain a strong working relationship with all KUHN employees. ServiceAssign and assist with the installation of truck mount machines onto trucks.Repair and rebuild of customer and trade-in equipment at the retail store or at the customer’s location. Troubleshoot electronic, hydraulic and mechanical problems, utilizing all available resources in order to select the most cost effective solution for the customer.Submit all paper work documentation and complete data entry as required. Examples include: work orders, parts orders, machine inspection forms, check off sheets, and PO procedures.Plan Service Technicians’ time to maintain good work flow and complete repairs in a timely manner. Maintain accountability of Service Technicians’ time, safety, and quality of repairs.Train technicians as needed on troubleshooting of electronic, hydraulic and mechanical problems utilizing all available resources.Complete all repair work order documentation to record Complaint, Cause and Correction.Communicate with service and parts team members at other Company locations to obtain information on unique projects.Provide service job hours and employee log times to Retail Store Operations Manager on a daily or weekly bases as requested. PartsPerform cycle counts under the direction of the KNA Parts Manager. Report any inventory discrepancies.Select and pack parts shipments utilizing computer generated pick tickets.Visually inspect final product for conformance to established quality standards.Verify piece count for inventory.Obtain quotes for shipments. Select the best method for shipping parts to customers and expedite shipments, complete required parts shipping and inventory documentation.Report any inventory discrepancies.Track shipments as necessary and file a claim if package is lost or damaged.Perform related material handling duties.Operate forklift to transport materials and put away parts. QUALIFICATION REQUIREMENTS- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience – The individual must have a high school diploma or GED.   The position requires knowledge and basic skills in the areas of mechanics/repair, electricity, hydraulics, air brakes, machining, fabrication, welding, torch cutting and air arc. Team leadership experience or education in supervisory management, customer service experience, and proficiency in MS Office is preferred. Experience with AS400 and Lotus Notes a plus. Language Skills – Ability to read and comprehend technical/advanced instructions, blueprints, geometric dimensioning and tolerances, truck mount/repair documentation and short correspondence.  Ability to write standard truck mount/repair and parts documentation.  Ability to communicate with other employees and retail customers to gather and share information and solve problems. Ability explain technical items in a manner that can be understood during employee training and by retail customers. Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to read calipers, micrometers and gauges. Reasoning Ability – Ability to apply common sense understanding to carry out instruction furnished in written or oral form.  Ability to deal with problems involving several concrete variables in standardized situations and assume responsibility for the result of the decision. Ability to define problems, collect data, establish facts, and draw valid conclusions. Certificates, Licenses, Registrations – Requires a valid driver’s license issued in the state of the employee’s permanent residence and ability to obtain a forklift operator’s certificate. Skills/Abilities – Ability to operate a variety of office equipment (computer and telephone systems, photocopier, fax machine) and production equipment (welding equipment, torch/plasma cutter, assorted hand tools, forklift, and crane/hoist). Basic knowledge of Microsoft Excel, Word, e-mail, and Lotus Notes is required. Ability to work independently and to organize and prioritize tasks to meet required deadlines.  Interact with customers in person and or on the phone.

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