Service Department Manager

1 week ago


Miami, Florida, United States JCB North America Full time
Service Department Manager

At JCB North America, we are seeking a highly skilled Service Department Manager to join our team. The successful candidate will be responsible for maximizing return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction.

Main Responsibilities:
  • Develop and communicate effective Service Department processes to ensure internal and external customer satisfaction.
  • Assist in creating annual Service Department goals and budgets, in alignment with the organization's financial and operational objectives.
  • Develop and execute Service Department marketing plans and monitor monthly progress to ensure achievement of department goals.
  • Schedule and assign jobs and work areas to employees in the Service Department according to their skills, knowledge, and professional development plan.
  • Open and review work orders for completeness and accuracy, prior to customer or warranty billing.
  • Submit Warranty and Product Improvement Programs (PIP) claims, following OEM requirements and timeframe to receive maximum credit available.
  • Follow company policy regarding starting a job, invoicing, and releasing of equipment.
  • Assist AR with collection of Service Department invoices.
  • Ensure all Service Department tools, equipment, and company vehicles are in good working and safe conditions.
  • Ensure that safety policies and practices are followed.
  • Conduct periodic customer visits.
  • Execute and review Customer Service Satisfaction Surveys and take appropriate action when needed.
  • Manage department recruiting, staffing, and employee professional development activities.
  • Maintain a clean and professional image according to JCB and Gold Coast JCB standards.
  • Conduct business in alignment with company's Mission, Vision, and Core Values.
  • Find ways to bring new customer accounts, while servicing and maintaining existing ones.
  • Utilize CRM system to manage customer relationships and interactions.
  • Develop strong and productive customer relationships.
  • Respond quickly to leads and qualified customers.
  • Develop and present to customers service quotes and proposals as needed.
Requirements:
  • College degree in Mechanical Engineering, Management, Technical, or another related field.
  • Will consider equivalent work experience in lieu of educational qualifications.
  • 3+ years of experience managing a Service Department or similar position, in a heavy machinery, truck, or diesel engine industries.
  • Bilingual (English / Spanish).
  • Knowledge of heavy machinery, truck, or diesel engine industries.

JCB North America is an equal employment opportunities (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED



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