Service Manager

2 weeks ago

Lancaster, United States United Construction & Forestry Full time

**Location:** Lancaster, MA

**Type of Employment:** Full Time United Ag & Turf NE is a John Deere Dealership with multiple locations across the Northeast. United Ag & Turf NE serves customers in a variety of industries such as commercial, construction, agricultural, as well as, consumers. United Ag & Turf NE strives for exceptional customer experience throughout all our locations and departments including parts, sales, service, and transportation.

**Purpose:**

**Performance Expectations:**

* Manage service repairs and assign jobs and work areas to employees in the Service Department according to their skills and knowledge

* Ensures timely completion & invoicing of all service repair orders to maximize department profits and customer satisfaction

* Resolves elevated customer issues as needed with a high level of customer service; escalating if needed

* Participate in regular team meetings between department managers to identify and implement ways to foster teamwork between departments at their branch location

* Assists in the development and execution of effective Service Department policies and processes

* Creates annual branch Service Department forecast & goals, in alignment with financial & operational objectives

* Executes Service Departments strategic & marketing plans and regularly reviews progress to ensure achievement of goals

* Effectively communicates with the Corporate Service Manager, Branch Parts Manager and branch personnel

* Responsible for hiring, training and development of service personnel

* Completes performance reviews of service personnel and delivers appropriate corrective action and discipline as needed

* Ensures all department tools, equipment and vehicles are in good working order

* Identifies and develops new customer and business opportunities to achieve department growth

* Ensures a professional appearance of the facility, assets, personnel and surrounding property promoting a positive reputation in the community; identifies opportunities for improvements and makes requests to leadership as needed

* Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance

* Ensures safety compliance within the Service Department

**Experience, Education, Skills, and Knowledge:**

* Bachelors degree preferred, or equivalent experience required

* 3 years of equipment industry or service experience

* Excellent customer service skills and follow through ability

* Familiar with the equipment industry, John Deere and competitive products

* General understanding of mechanical/technical terms, and knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment

* Ability to manage personnel and adhere to company policies and procedures

* Ability to use standard desktop load applications, email, internet functions and Service Advisor

* Ability to work varying shifts, weekends, and holidays or as needed for an on-call rotating basis

* Neat and clean personal appearance (in accordance with company policy)

* Ability to write and speak effectively to individuals and groups

* High level of attention to detail and accuracy of information

* Solid understanding of financial principles relative to Service Department operations and company business systems

* Ability to create, analyze and interpret internal reports and provide feedback with areas of improvement

* Exhibits necessary skills to effectively manage a fast-paced environment

* Exhibits strong desire to expand personal development

* Ability to work within and promote a strong team environment across all departments

* Exhibits a willingness to accept additional assignments

* Achieves and maintains forklift certification

* Ability to travel for customer service and training as needed

* Clean drivers record and valid drivers license

**Benefits:**

* Competitive Pay

* 401K with company match

* Health Insurance

* Paid Holiday and Paid Time Off

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