Service Manager

Overview

Job location:

MENDOTA, IL 61342. Position Type:
Full Time. Education Level: High School Diploma or Equivalent. Salary Range: $75,000.00 - $90,000.00 per year.

• Keep the pipeline filled with work, manage customer experience to exceed benchmarks
• Execute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, expense control, and an outstanding customer experience
• Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge. Schedules and maintains mass channel relationships
• Responsible for creation of a professionally prepared invoice by using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
• Review work order segments and ensure they include correct parts
• Verifies pick-up and delivery charges are properly charged per HTI requirements
• Fields internal and external customer inquiries to the service department
• Maintains service department filing and records related to equipment manuals
• Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
• Manage work in Process (WIP) to less than 5% of total service sales
• Monitor technician progress on jobs and engages other resources to improve job efficiency
• Work with transportation department to maintain vehicle maintenance files in accordance with DOT regulations
• Prepare and conduct performance reviews with technicians
• Maintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer service

• Basic knowledge of accounting practices
• Ability to use standard John Deere applications, Microsoft Office, and internet functions
• Knowledge of office procedures
• General understanding of mechanical/technical terms is preferred
• High School diploma or equivalent experience
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
• Physical requirements include lifting at least 10 lbs.