Service Manager/Parts Manager Hybrid

2 months ago

Hope Mills, United States Quality Equipment, LLC Full time

We are a John Deere dealer with 36 locations serving a diverse group of agricultural, commercial, and residential customers in North Carolina, South Carolina, and Virginia. At Quality Equipment, we pride ourselves on our commitment to our customers, our employees, and our community. Our employees and management stay close to our customers and strive to serve them quickly and in ways that make sense in each local area.


Our work culture is ethical, entrepreneurial, and hard working. We work with excellent people every day – our customers and our co-workers. Our work is challenging and offers a great deal of variety in the tasks we do. At Quality Equipment, we strive to be the premier John Deere dealer in our region by serving our customers with commitment and integrity.


We offer the opportunity for stable, rewarding, and challenging work with a large and growing company which still maintains the feel of a small business. At Quality Equipment, there are opportunities to grow and advance in your career.


We are currently looking for a Service Manager/Parts Manager to join us in our Hope Mills branch.


PURPOSE

This position will operate as both the Parts and Service Manager at the Hope Mills location. This position will be responsible for effectively coordinating activities within these departments, maximizing return on investments, controlling expenses, and ensuring safe work practices that will lead to optimal work efficiency and growth of the branch. The Service/Parts Manager will work to ensure excellent customer satisfaction, to attract and retain talent, and to effectively engage with customers within the branch.

BASIC FUNCTIONS AND RESPONSIBILITIES

Service Department

• Answers telephone calls from customers when they are experiencing mechanical/technical problems with equipment. Leads the Service Department in determining the complaint, cause of failure, and correction needed to properly repair equipment to customers’ satisfaction.

• Manages the technicians and their workload to produce desired customer experience and tech performance goals.

• Develops, maintains, and adheres to a priority system for scheduling all service work, both customer and internal requests.

• Executes the Repair Order process which involves the reviewing the time required for repair, posting parts used during the job, and processing the final invoice presented to the customer for payment.

• Schedules and assigns jobs and work areas to technicians according to their mechanical skills and knowledge. Common repairs involve gasoline engines, diesel engines, transmissions, etc., with a focus on turf equipment.

• Schedules efficient and timely pickup/delivery of customer units both for sales delivery and for repair.

• Ensures that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order.

• Ensures that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements.


Parts Department

• Develops, communicates, enforces, and monitors effective Parts Department processes to ensure internal and external customer satisfaction.

• Executes Parts Department marketing plan and monitors monthly to ensure achievement of departmental goals.

• Maintains an accurate and effective parts inventory control system that includes a perpetual and/or annual physical inventory and proper counter procedures.

• Assists with counter sales to support customer needs, as needed.

• Submits parts warranty claims and parts return claims on QEConnect within the required time frame to receive maximum credits allowed.

• Promotes and merchandises parts and accessories as required to achieve budgeted parts sales.

• Performs other managerial duties, as required, and location functionality duties, as needed.


Other Duties

• Reviews all management reports necessary to audit the performance of both departments and their assigned employees.

• Assists with the development and training of staff and completes performance reviews.

• Monitors departmental processes and employee actions to ensure compliance with the Quality Equipment Safety Manual.

• Executes annual branch Service and Parts Department goals and budget, keeping each in alignment with the organization’s financial and operational objectives.

• Performs other administrative duties (such as banking), as required, and location functionality duties, as needed. Coordinates other branch administrative duties with those that are assigned for support.

• Maintains all branch tools, equipment, and vehicles in good working order.

• Schedules routine maintenance of Company-owned vehicles.

• Always conducts self so as to be an ambassador of the dealership.


EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIREMENTS

• High School Diploma or Equivalent

• Minimum 3 years’ experience in Service Department operations and Parts Department operations.

• Minimum 1-2 years’ experience supervising/leading others, preferred

• Ability to use standard desktop applications such as Microsoft Office and internet functions

• Valid driver’s license and must maintain a driving record per insurance carrier standards

• Familiar with John Deere and competitive products, preferred

• Strong organizational skills and leadership abilities

• Basic mechanical ability/understanding of engines, transmissions, and electrical systems is necessary

• Ability to speak effectively one-on-one or before groups of customers or employees of the organization

• Ability to interpret department financial statements

• Ability to negotiate customer complaints to a satisfactory resolution

• Ability to define problems, collect data, establish facts, and draw valid conclusions

• Ability to work extended hours and weekends

• Excellent customer service skills, required


PHYSICAL DEMANDS

• Weight Requirements: Lifting up to 50 lbs.

• Mobility: Squatting, bending, lifting, reaching, twisting, standing, sitting and repetitive keyboarding for long durations of time

• Visual: Working with PC, smart devices, and close detailed work

• Driving: Occasional – Short and long distances

• Dexterity: Ability to grasp and manipulate standard tools and office equipment

• Noise: Medium to High


Our employees receive competitive wages and can participate in the benefits which currently include medical and dental insurance, flexible spending account, life insurance, paid time off, paid holidays, a 401(K) program with employer match and a company discount. In addition, Quality Equipment provides significant paid training and opportunities for professional and personal development. Our goal is for our employees to reach their full potential.

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