Service Manager

Location: Rowley, IA

Department
:
Service

Reports to: Corporate Customer Support Manager, General Manager

Supervises: Service Clerks/Writers, Service Technicians, and Service Staff

Purpose:

Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

• Effectively manages employees in a fast-paced environment.
• Actively promotes and sells repair services, maintenance plans, and other customer labor programs.
• Develops, communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction.
• Assists in establishing annual Service Department goals that align with the organization's financial and operational objectives.
• Communicates with customers and the Sales Department, provides repair estimates, and keeps customers informed of work progress to ensure satisfaction.
• Assists in coordinating customer clinics and related promotional events.
• Submits all service warranty and Product Improvement Program claims within the required time frames to maximize credit.
• Schedules and assigns jobs and work areas to Service Department employees based on their skills and knowledge.
• Reviews work orders for completeness and accuracy before customer billing.
• Ensures all departmental tools, equipment, and vehicles are maintained in good working

Experience, Education, Skills and Knowledge:

• Minimum of 3 years of experience in Service Department operations.
• Proficiency in standard desktop applications, including Microsoft Office, and internet functions.
• Effective written and verbal communication skills, with the ability to communicate with individuals and groups.
• Familiarity with John Deere and competitive products.
• Basic understanding of financial principles related to Service Department operations.
• Ability to analyze and interpret internal reports.
• Availability to work extended hours and weekends.
• Excellent customer service skills.
• High school diploma or equivalent experience.