Corporate Service Manager

2 weeks ago

Rensselaer, United States Castongia Tractor Rensselaer Full time
Job DescriptionJob Description

Who We Are

Castongia Tractor is a team of professionals focused on helping our customers grow by providing accurate, timely and valuable solutions for our Agricultural, Commercial, and Residential partners’ ever-changing needs through providing high quality products, first-class product support and cutting edge new technology.

Purpose

Directs and controls service operations for the entire organization to ensure customer satisfaction and maximize return on investment by optimizing service department processes. Develops budgets, cultivates opportunities and grows service sales.  Works collaboratively with Human Resources to attract, hire and retain new talent. Effectively manage, engage and develop department personnel.

Responsibilities

  • Works with Corporate Parts Manager to develop, maintain and manage overall corporate strategic aftermarket plan
  • Develops, maintains and manages the execution of the service department strategic business plan for the organization
  • Maintains regular communication with service managers to update them on progress towards and achievement of goals, while also providing feedback on areas requiring improvement
  • Proactively identifies areas within the service department where operational processes, workflows, or resources can be optimized to improve overall efficiency and productivity. This involves conducting thorough assessments of current practices, analyzing data, and staying up-to-date of industry trends and best practices. Once opportunities for improvement are identified, the corporate service manager collaborates with location service managers to develop and implement strategic initiatives aimed at improving these opportunities through daily, weekly, monthly, and annual goals
  • Establishes and oversees service department goals and budgets on a monthly, quarterly, and annual basis, ensuring alignment with the organization's financial and operational objectives. Collaborates closely with service managers to ensure successful goal execution.
  • Develops, communicates, enforces, and monitors effective service department processes to ensure customer satisfaction as well as service department performance
  • Sets and monitors labor performance goals for technicians in coordination with service managers, while also developing key performance metrics for assessment
  • Monitors service department performance relative to labor sales and expense control objectives across the organization
  • Develops, implements and reviews the service department employees and compensation plans
  • Creates and facilitates the execution of the service department marketing plan including advertising, marketing and promotional programs to grow labor sales for the organization in collaboration with Marketing Coordinator
  • Reviews the organization’s customer satisfaction results with the goal to enhance and maintain customer relationships and training relative to service support at the highest level possible
  • Collaborates with Human Resources with recruiting, staffing efforts
  • Actively manages employee development activities including training for the Service Department
  • Participates in John Deere Training programs required for the development of skills and knowledge
  • Operates and maintains vehicles, tools and equipment required to perform job responsibilities
  • Follows all safety rules and regulations in performing work assignments
  • Maintains knowledge of John Deere and competitive products

Experience, Education, Skills and Knowledge

  • 7+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred
  • Experience with off road, construction, lawn, heavy equipment, or automotive industry
  • Experience in a diagnostic and repair shop environment
  • Proficient in computer operations and applications, with an understanding of Microsoft Suite programs
  • Experience using Service ADVISOR™ or other computer based diagnostic repair tools preferred
  • Experience leading a team and working cooperatively in a team environment
  • Experience communicating effectively
  • Experience analyzing and interpreting internal reports
  • Associates degree or equivalent experience required; Bachelor’s degree preferred
  • Valid driver’s license required and good driving record

What We Offer

  • Medical, Dental and Vision Insurance 
  • Life and Disability Insurance
  • 401K Retirement Savings Plan
  • Paid Time Off
  • Paid Holidays

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