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Service Operations Manager

2 months ago

Westminster, Maryland, United States Atlantic Tractor LLC Full time
Job Overview

Objective:

The Service Operations Manager oversees the service activities within the dealership, aiming to enhance customer satisfaction and optimize financial returns by refining service department workflows. This role is pivotal in driving profitable service labor sales while maintaining strict expense management. The manager is also responsible for attracting, retaining, and nurturing the development of service department personnel.

Key Responsibilities:

  • Develop, communicate, enforce, and monitor effective processes within the Service Department to ensure satisfaction for both internal and external customers.
  • Collaborate with the Aftermarket Manager to establish annual goals and budget for the Service Department, aligning with the overall financial and operational objectives of the organization.
  • Partner with the Aftermarket Manager to create, implement, and evaluate the Service Department marketing strategy to meet departmental targets.
  • Identify and promote continuous improvements in service and parts processes.
  • Recognize new opportunities and formulate actionable strategies to enhance service and parts sales while ensuring disciplined expense management.
  • Assess and enhance the operational efficiency of the department's mobile units and other resources.
  • Organize customer engagement events, including clinics and field days, to promote services.
  • Ensure timely submission of all service warranty and Product Improvement Program claims to maximize credit recovery.
  • Assign tasks and work areas to Service Department employees based on their skills and expertise.
  • Review work orders for thoroughness and accuracy before customer invoicing.
  • Prepare and analyze reports for the Service Department, utilizing data to drive improvements and growth.
  • Serve as a resource for the Service Department in resolving invoice discrepancies and customer complaints.
  • Maintain up-to-date knowledge of John Deere and competing products.
  • Ensure that all departmental tools, equipment, and vehicles are maintained in optimal working condition.
  • Assist the Aftermarket Manager with recruitment, staffing, and employee development initiatives for team members under this role.
  • Promote and adhere to all safety protocols established by the organization.

Qualifications:

  • Minimum of 3 years of experience in Service Department Operations is preferred.
  • At least 1 year of experience in Parts Department Operations is preferred.
  • Strong understanding of mechanical, electrical, and hydraulic systems relevant to turf equipment repair.
  • Basic financial acumen related to Service and Parts Department operations.
  • High School Diploma or equivalent is required.
  • Valid Driver's License is necessary.

Compensation: The salary range for this position is between $60,000 and $75,000, commensurate with experience.