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General Service Manager

3 months ago

Riverview, United States Dobbs Equipment Full time
Job DescriptionJob Description

Job Title: General Service Manager

Reports To: President - FL

Department: Sales, Exempt

Location: Riverview

Summary of Primary Functions:

Dobbs Equipment is looking for a General Service Manager to oversee locations in Florida. This position will focus on achieving customer support and satisfaction goals for service marketing and management capability in a specific geographic area of responsibility. Manages the product support process to preempt and resolve technical and/or service issues impacting machine performance and uptime by developing customer relationships and supporting growth for Dobbs Equipment. This position will report to the President of FL with dotted line direction from the VP of Product Support.

Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. (Other duties may be assigned)

  • External (Customer Focused) support position
  • Guide Branch Service Management on operating issues by driving economic and efficiency goals
  • Works with President, Division Manager, Branch Manager for Hiring of new Service Managers as needed
  • Provide leadership and sales direction for Florida Customer Support Advisors (CSA)
  • Mentor and Train Service Managers on effective customer support.
  • Work with the branches to achieve Service training goals
  • Monitors detailed records related to performance of service employees and aids branches in performance evaluation
  • Coordinates with Deere, Wirtgen, and Allied Manufacturers on programs, warranties, and technical machine problems
  • Coordinate safety programs with Corporate Safety Manager
  • Assists in planning and developing service marketing programs
  • Work with branches on staying current on product improvement programs from Deere & Allied vendors
  • Provide follow up customer reports highlighting key equipment performance measures on a scheduled basis
  • Proactively work with branches to resolve customer disputes and technical issues.
  • Ensure all Deere, Wirtgen, and Allied Manufacturers Online technology programs are taught and promoted to customers
  • Actively promote Preventative Maintenance Contracts (PM’s) or Total Repair Cost Management Contracts (TRCM)
  • Actively promote the sale of John Deere’s Universal Telematics Devices
  • Using the benefits of technology, strategically focus on traditional revenue opportunities in the areas of undercarriage, ground engaging tools and all-makes
  • Make field related purpose built customer calls to follow up on Product Support opportunities.
  • Provide guidance for Parts and Service Department follow-up


Qualification: The requirements listed below represent the knowledge, skill, and/or ability required.

  • Valid Driver’s License and maintain a clean driving record.
  • Knowledge of industrial equipment maintenance and operation.
  • Management experience


Education, Skill, and/or Experience Requirements:

  • College degree required plus at least 10 years of industry related experience.
  • Heavy equipment service experience
  • Demonstrated sales and marketing skills. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
  • Willingness to travel. More than 50%
  • Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others.)
  • Knowledge of products and services offered by the appropriate area of responsibility. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
  • Knowledge of products, customers, markets and competitors. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
  • Good interpersonal, negotiation and conflict resolution skills
  • Organization and communication skills must be highly developed.
  • Computer skills need to be broad based.


Language Skills:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Ability to apply concepts of basic algebra, statistics, and geometry.

Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, and color vision.

We’re an Equal Employment Opportunity and Affirmative Action Employer

Dobbs Equipment is an Equal Employment Opportunity (EEO) and Affirmative Action employer. We are committed to providing an environment free of discrimination, harassment, and retaliation both for our employees and applicants. We make all employment-related decisions on the basis of an individual’s qualifications and job performance. We recruit, hire, promote, train, transfer, and make compensation decisions without regard to race, religion, color, creed, national origin, ancestry or citizenship status, sex, sexual orientation, gender, genetic information, marital status, pregnancy status, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Notice to Applicants: We participate in E-Verify in the United States.

Drug Free and Alcohol-Free Workplace Notice.

Dobbs Equipment is an Equal Opportunity and At-Will Employer.