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 the 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, setup/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
• Display problem solving skills with emotional customers, conflict resolution and being able 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 & 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
• Display problem solving skills such as emotional customers, conflict resolution and being able to compromise
• Experience analyzing and interpreting internal and financial reports

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