Service Manager

Responsibilities

• Communicates, enforces, and monitors service department processes to ensure customer satisfaction
• Responsible for driving revenue, managing expenses, and generating profitability which meets or exceeds budget for the Service Department
• Creates annual location service department goals and budget, in alignment with the organization’s financial and operational objectives
• Executes service department marketing plan with direction from VP of Service Operations and Marketing manager
• Ensures that all service warranty and Product Improvement Program claims are processed within the required timeframe to the central warranty processor
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
• Coordinates logistics to and from all customers as well as internally and from suppliers to ensure units are received, set up/repaired, and delivered in a timely and efficient manner
• Reviews work orders for completeness and accuracy prior to customer billing
• Coordinates customer on farm visits with Location manager
• Communicates daily with Location Manager, other departments, and other locations to ensure all tasks are completed as efficiently as possible in order to provide a positive customer experience
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Completes performance reviews with all subordinates at least annually to discuss performance and improvement needed
• Ensures all company objectives and policies are communicated and implemented within the department
• Assists with the development and training plans of service personnel and completes performance reviews of service staff along with location manager
• Displays problem‑solving skills with emotional customers, conflict resolution and the ability to compromise
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Ensures all department employees follow all safety rules and regulations in performing work assignments
• Completes all routine inspection and safety protocols for the department
• Actively participates in location safety meetings and assists in all safety‑related tasks
• Maintains knowledge of John Deere and competitive products
• Responsible for maintaining operational safety, security, and appearance of company assets, building, and grounds
• Performs morning pre‑shift meetings with department employees and covers all safety‑related topics

• 3+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred
• Basic mechanical knowledge
• Experience operating vehicles, tools, and equipment for diagnostic purposes
• Experience with basic computer functions; experience using Service ADVISOR™ or other computer‑based diagnostic repair tools preferred
• Experience leading, communicating, and working cooperatively in a team environment
• Displays problem‑solving skills with emotional customers, conflict resolution, and the ability to compromise
• Experience analyzing and interpreting internal and financial reports

It is the policy of Greenway not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.