Service Manager
3 weeks ago
**Location:** Greenfield, 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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