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Blanchard Machinery Service Operations Manager (Product Support) in West Columbia, South Carolina

The Service Operations Manager will identify operational areas of opportunity, while striving to improve profitability, customer experience, efficiencies, and effectiveness. They will establish critical service operational metrics and targets, driving tactical processes toward excellence by implementing "Best Practices" at all branches that will improve the customer experience.

Essential Duties

  • Own and optimize the process from identifying a customer who needs a machine serviced, through making the repair, to invoicing the customer, at all 12 South Carolina branches. This includes:

  • Shop Service

  • Field Service (servicing machines and optimizing truck utilization)

  • Customer Communication Process & Tools

  • Work Order Management

  • Standardize Quoting (flat rate repair options)

  • Work closely with Regional Operations Managers to drive process change through service shops. Will act as a change agent to motivate and improve service culture.

  • Own and achieve best-in-class customer satisfaction survey scores for service.

  • Assist in the development of five-year capacity & capability plans for operational growth, in order to execute overall product support growth plan.

  • Own and optimize 6 Sigma 5S process at all branches.

  • Achieve Gold Certification in Caterpillar’s Service Excellence program.

  • Drive continuous improvement projects & teams to improve service and collaborate with other dealership divisions.

  • Collaborate with Human Resources team to drive recruitment & retention of service personnel.

  • Collaborate with service training team to establish & execute on boarding process, and individual development plans by technician levels.

  • Identify technician training needs and partner with our training manager to improve the capability of our technicians to continually improve the number of customers we can serve.

  • Work with safety leaders to drive operational safety through service. Establishing safe processes & policies in our service operations.

  • Contributes to a positive work environment and promotes the vision, mission, and values of BMC.

Qualifications - Required

  • Demonstrated project and process management experience.

  • Proven ability to lead and work effectively with teams.

  • Demonstrates creativity, ingenuity, and inventiveness.

  • Has the ability to think outside current circumstances, develop new and effective solutions and also recognizes unique opportunities.

  • Ability to travel 1-2 nights per week.

  • Passion for problem solving and deep hatred for waste & inefficiency.

    Qualifications - Desired

  • 6 Sigma Black Belt and Master Black Belt.

  • Lean Methodology Training or Certification.

  • Experience across multiple industries

  • Supervisory and safety leadership experience

  • Work out of Columbia, SC location. Could also live in Greenville or Charleston but it makes it harder to get to all branches and increases the number of nights out per month.

    Working Conditions

  • The physical environment requires the employee to work primarily inside throughout the year.

  • Position requires employee to be physically present at designated worksite location.

  • Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.

  • Seeing, reading, and writing to complete job responsibilities.

  • Use of computer and other forms of technology to complete job responsibilities.

ID: 2020-1325

External Company Name: Blanchard Machinery Company

External Company URL:

Street: 3151 Charleston Highway