Sonsray Inc · 2 days ago
Product Support Manager
Five Points, CA
Full-time
Onsite
Mid, Senior Level
$70K/yr - $80K/yr
3+ years expSonsray Inc is the West Coast's largest Thermo King & CASE dealership, committed to fostering a supportive work environment. The Product Support Manager will manage the day-to-day Service and Parts operations to maximize ROI, ensuring customer satisfaction and growing profitable sales while engaging department personnel.
AgricultureLeasingMachinery ManufacturingRentalTransportation
Responsibilities
Develop and manage annual parts and service budgets to achieve realistic and measurable profit goals aligned with dealership financial and operational objectives
Execute daily objectives to meet or exceed annual parts and service department goals and budget, in alignment with organizational financial and operational objectives.Monitor monthly metrics to assure achievement of departmental goals
Monitor warranty expense and recovery rates to meet company objectives
Coordinate talent acquisition efforts, leveraging technical school programs, corporate recruiters, and other resources
Develop and retain key talent through individual development plans
Coordinate the dealership training program and service-related customer clinics
Schedule and assign jobs and work areas to employees based on their skills and knowledge
Develop, maintain, and adhere to a prioritized system for scheduling all service work, including both external customer requests and internal needs
Ensure all manufacturer warranty and Product Improvement Program (PIP) claims are completed and filed accurately and within required timeframes to maximize credit
Maintain all necessary management reports to the audit department and individual employee performance
Ensure proper parts stocking levels to maximize customer satisfaction and optimize company resource utilization, collaborating with other stores for efficient parts ordering
Develop and execute the Parts Department marketing plan, monitoring monthly to ensure achievement of departmental goals
Manage department processes, including the accuracy of parts counter tickets and tracking lost sales
Conduct perpetual/annual physical inventory of all parts and related inventories
Oversee facility inspections, safety meetings, and coordinate annual safety inspections
Qualification
Required
3-5 years of experience, in Service and Parts
Proven leadership experience in Parts & Service operations, preferably in agriculture, construction, or heavy equipment industries
Strong understanding of warranty processes, service scheduling, and inventory control
Excellent customer service and relationship-building skills
Strong analytical skills with ability to track and act on KPIs
Experience with recruiting, training, and performance management
Comfortable with cold calling and making on-site visits
Valid driver's license and willingness to travel regularly
Ability to maintain professionalism and safety compliance at all times
Benefits
Medical coverage (PPO + HSA options)
Dental, Vision, and Life insurance provided at no cost
401K with competitive employer contributions
80 hours of annual vacation, increasing with years of service
Uniforms provided annually
Annual boot voucher of $125.00
One full paid day off annually for community volunteer work
Birthday meal provided by Sonsray
Annual Holiday Party, including covered airfare and hotel for employees and a guest
Emphasis on company growth and employee development
Open-door policy, fostering a collaborative environment with active owner and management involvement
Company
Sonsray Inc
The largest distributor of Thermo King products (owned by Ingersoll Rand) and CASE Construction Equipment (owned by FIAT) on the West Coast operating in a dealer business model.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2023-01-18
Business Wire
2022-08-19
Company data provided by crunchbase