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Service Manager

2 months ago

Waldorf, United States JESCO, Inc. Full time

JESCO is a premier dealer of heavy construction equipment and technology in the Northeast and Mid-Atlantic regions. We proudly represent John Deere, Wirtgen, Kleeman, Vögele, Hamm, Ditch Witch, Magni, Topcon, and many more products for purchase, rental, parts, and service. Family-owned and operated for more than 50 years, we are hiring to grow our award-winning company of over 350 employees.


Why JESCO:

Two things that haven’t changed are our commitment to the customers and communities we serve. Let us show you what makes us the “Down to Earth Equipment People”. We offer comprehensive benefits packages, career development paths, state of the art tools and equipment as well as a great working environment. Start your career as a valued member of the JESCO team.


The Service Manager is responsible for managing the day-to-day operations of the Service Department while ensuring that both internal and external customers receive a high level of customer service throughout their experience with the Service Department. The Service Manager is responsible for achieving assigned goals and objectives through effective leadership, talent management, accountability and processes that will drive increased sales and profitable growth.


Responsibilities:

  • Coordinate the daily shop service work within service department in terms of priority, manpower and equipment.
  • Control and direct activity within the shop service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service area is in compliance with determined safety requirements.
  • Communicate with supervisor as to updating tools when relevant.
  • Coordinate PIP improvements with PIP coordinator for applicable machines in shop.
  • Coordinate trouble-shooting diagnostics with technicians and manufacturer.
  • Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels.
  • Pro-actively communicate status of repair work with customers and or internal department managers.
  • Resolve customer/service problems in a prompt and efficient manner with a high sense of urgency. This includes receiving equipment to be repaired, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up. This is to minimize customer inconvenience and maximize the dealership's business image with the customer.
  • Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exception. Communicate concerns promptly to Branch Manager
  • Coordinate with parts department for all shop parts requirements, including pre-pulling and ordering parts.
  • Efficiently process all shop service work orders from order status to invoice status and maintain efficient control of technicians’ hours.
  • Submit all warranty documentation to warranty administrator before filing claim. Monitor the warranty until final credit memo is issued.
  • Individuals must comply with all safety requirements and be able to lift and move up to 70 lbs.
  • Make yourself available for overtime, understanding the equipment repair business may call for it from time to time.
  • Document factory recall procedures and update appropriate departments via correspondence as needed.
  • Review, coordinate and attend with Branch Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry.
  • Direct and control equipment staging areas including bay utilization, wash rack and yard parking as designated for Shop 1
  • Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits. Provide guidance and direction to employees to assist in their professional development.
  • Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances
  • Cross train for product knowledge and procedures for all products represented by JESCO.
  • Works with and assists in the development of direct reports.
  • Backfills similar roles when necessary.
  • Perform other related duties as assigned.


Requirements


  • Deere Level 1, Deere Level 2, Deere Capstone Certification a plus
  • Must have valid driver’s license – must meet insurance underwriting requirements.
  • Prior service management and/or customer service experience desired.


ESSENTIAL PERSONNEL:

  • This position is deemed essential and may require the employee to report to work during a State of Emergency.


We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.