Title: SERVICE MANAGER
Job Description & Responsibilities
Simson Maxwell was established in 1941 and is a leading name in the distribution of industrial
engines, and the manufacture, sales and service of standby and prime power generator set
systems. Simson Maxwell is internationally recognized in the power generation industry for its
expertise in the custom design, engineering, sales and service of quality power generation sets
and electrical control equipment under the Simmax brand name.
See www.Simson
Maxwell.com for additional information.
POSITION OVERVIEW:
The service manager is to provide service department management at the Edmonton branch of
Simson Maxwell. This includes: human resources, safety, operations, customer service, financial
performance, and goal setting. The responsibilities are outlined below.
EFFECTIVE DATE:
TERMS:
 Permanent, Full-Time, Salaried
 Monday - Friday, 8:00am – 5:00pm, 1 hr lunch break
 Vacation entitlement: In accordance with Simson Maxwell’s “Human Resources Policies
& Procedures.” (Vacation time cannot be taken during probationary period.)
 Upon successful completion of probation, group benefits are offered. (Non-eligible for
group benefits during probationary period.)
RELATIONSHIPS:
The Service Manager of Simson Maxwell will develop and maintain good business and/or
working relationships with the following:
 Customers and prospective customers
 Suppliers and sub-contractors
 Branch Managers, Corporate Management, Parts Manager
 Other Simson Maxwell Staff
More specifically:
SUPERVISOR:
SUPERVISES:
Branch Manager
Service Coordinator(s), Service Technician(s) , and inhouse Mechanical Service Technicians, Service
Administrator
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities
INTERNAL CUSTOMER(S):
INTERNAL SUPPLIER(S):
Branch Administration, Head Office, and other Simson
Maxwell Branches
Parts Team
EXTERNAL CUSTOMER(S):
EXTERNAL SUPPLIER(S):
Simson Maxwell customers, General public
Suppliers, Sub-contractors
PRIMARY RESPONSIBILITIES:
The person will be responsible and accountable for service department:
 Human Resources
 Safety
 Operations
 Customer Service
 Financial Performance
 S.M.A.R.T. Goal Setting
HUMAN RESOURCES
The Service Manager is responsible for consistent application of Simson Maxwell’s “Human
Resources Policies & Procedures.” Further responsibilities are outlined below.
Interview / Selection
 Perform due diligence in selection of candidates
 Utilize consistent interview and reference questions, record responses
 Complete pre-employment checklist (criminal check, drug/alcohol check, qualification
verification, driver’s abstract… when applicable)
 Facilitate group and/or peer interview / ride-along / work trial
 Provide follow up to those interviewed but not selected
Hiring & Probation
 Present offer of employment
 Receive sign off on understanding of probationary period
 Assist employee in completion of a new hire package
 Ensure all documents are provided to branch administration in a timely manner
 Complete Performance Review at the end of the probationary period
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities
Organization / Scheduling
 Approve/ time off requests, avoiding conflicts
 Ensure adequate coverage of job functions during normal business hours
 Ensure adequate customer service levels are met 24 hours a days, 7 days per week
 Ensure resources are appropriately scheduled to accomplish the financial goals (budget,
forecast, …)
Training & Development
 Perform skills assessment / skills verification
 Provide in-house orientation and training
 Facilitate formal training opportunities
Motivation
 Encourage staff to expand current skill sets
 Encourage staff involvement in improvement initiatives
 Encourage staff involvement in group activities
 Promote culture that increases morale
Performance appraisal
 Perform annual performance reviews
 Perform Manager ride-along with service technicians
 Review of customer feedback on service technicians
Promotion
 Determine accomplishment of technician competency level
 Administration of pay increases accordingly
 Promotion and/or change in employee responsibilities
Supervision
 Provide leadership in the service department
 Provide direct supervision of all service department staff
 Ensure accurate record of work performed is collected on a timely basis
Discipline and counsel
 Administer progressive discipline when necessary
 Provide employee counsel when necessary
Termination
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities

Terminate service department employees as required
Reporting
 See “Monthly Service Manager’s Report” for reporting requirements
SAFETY
The Service Manager is responsible for consistent adherence to the requirements of the “Simson
Maxwell Corporate safety Policy” Some specific responsibilities are outlined below.
Orientation
 Ensure all new service department employees receive safety orientation
 Introduce new employees to the safety coordinator and first aid attendant(s)
Equipment
 Ensure all service employees receive all necessary safety equipment, including personal
protective equipment
 Ensure all equipment is maintained to an acceptable safety level
 Ensure unsafe equipment is not being utilized
Training
 Develop appropriate safe work procedures for service work
 Ensure all employees are familiar with safe work procedures
 Ensure employees receive adequate safety-related training
Safety Program Participation
 Review and resolve safety concerns from service department employees
 Participate in the monthly management safety meeting
 Set an example through use of PPE and safe work practices
OPERATIONS
Effectiveness
 Application of good business practice (kitting, route/area planning, dispatching, site
surveys, service agreements, fleet maintenance…)
 Ensure service work is carried out competently
 Hold monthly service technician meetings
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities
Efficiency
 Efficient use of equipment
 Efficient use of labour
 Minimize work in progress (WIP)
Equipment
 Determine need and justification for stationary (parts washer…) and mobile equipment
(vans, trailers, dummy loads…) expenditures
 Ensure all service equipment is adequately maintained
Tools
 Ensure service department employees are provided with the necessary tools to perform
expected job functions
 Administer tool allowance for service technicians
Facility
 Ensure service department space is maintained in “tour ready” conditions
 Ensure all service equipment, supplies, etc. in the facility are identified and organized
5S Housekeeping
 Lead the effort in implementing and maintaining the 5S approach to housekeeping (sort,
set in order, standardize, sustain) in the areas of the facility used by the service
department
Reporting
 See “Monthly Service Manager’s Report” for reporting requirements
CUSTOMER SERVICE
“Walk In” Customers
 Ensure customers arriving on-site are addressed in a timely and professional manner
“Call In” Customers
 Ensure all telephone inquires regarding service are handled in a timely and professional
manner
“24/7” Service
 Ensure that 24 hour/day, 7 days/week service is available to existing and potential
customers
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities
Preventative Maintenance Customers
 Provide PM customers with service agreements
 Provide timely quotes for work outside the scope of existing agreements
 Provide process for resolving complaints, including cancellation of service
Potential Customers
 Ensure all inquiries from potential customers are satisfied
 Follow up on requests
Service / Trouble call Customers
 Ensure “trouble calls” receive priority response
Estimating / Quoting
 Ensure customers and other branches receive service estimates / quotes in a timely and
professional manner
Warranty Administration
 Ensure warranty work is performed and reported as per OEM instructions
 Work with corporate warranty manager on reimbursement of warranty work performed
Reporting
 See “Monthly Service Manager’s Report” for reporting requirements
FINANCIAL PERFORMANCE
Revenue Growth
 Advertise service department locally through ads, vehicle signage, etc…
 Promotional activities related to increasing service revenues
 Maintain information on service target market
 Reach revenue growth targets developed in conjunction with senior management
Gross Margin
 Ensure jobs are accurately costed for accounting purposes
 Review jobs which did not meet profitability expectations
 Reach revenue margin targets developed in conjunction with senior management
Cost Control
 Provide cost forecasts and budgets for the service department
 Review and approve expenses incurred in the department
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
Page 6 of 8
Title: SERVICE MANAGER
Job Description & Responsibilities

Maintain control of fixed and variable costs to budget expectations
Budgeting & Business Plan
 Provide an annual budget for the department, including revenue, cost of goods, overhead
costs, and expected profit
 Provide requests for capital expenditures with cost/benefit analysis
 Provide supporting details in tables, spreadsheets, etc…
 Provide commentary for annual business plan
Forecasting
 Provide monthly forecast of revenue and margin expectations
 Review & improve forecasting method
Accounts Receivable
 Resolve outstanding service issues resulting in delayed payments
 Complete necessary steps to collection outstanding receivables (collections, etc…)
Reporting
 See “Monthly Service Manager’s Report” for reporting requirements
S.M.A.R.T. GOAL SETTING
Goal Setting
 Develop Specific, Measurable, Attainable, Relevant, and Time-bound goals for the
service department
 Delegate S.M.A.R.T. goals accordingly
Reporting
 Provide results of previous years accomplishment of S.M.A.R.T. goals
 Provide S.M.A.R.T. goals for annual business plan
 Maintain status of progress on goals
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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Title: SERVICE MANAGER
Job Description & Responsibilities
ACKNOWLEDGEMENT:
I have read, understood, and accept the responsibilities and accountabilities related to this job
description.
Employee’s Signature
Service Manager
Date Signed
Manager’s Signature
Branch Manager
Date Signed
SIMSON MAXWELL
British Columbia  Alberta  1-800-374-6766
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