Regional Service Operations Leader

2 weeks ago


Williston, North Dakota, United States Gooseneck Implement Full time

Regional Service Operations Leader

Job Category: Service Requisition Number: REGIO001947

Job Details

Description

Position Specifics:

Department: Service

Supervises: Service Managers

Purpose:

The Regional Service Operations Leader is responsible for overseeing the Service Manager Teams within the organization. The primary goal is to enhance the return on investment by refining Service Department processes, ensuring both internal and external customer satisfaction. This role focuses on increasing profitable service labor and parts sales while maintaining strict expense management. Additionally, it emphasizes attracting, retaining, and engaging department personnel effectively.

Responsibilities:

  1. Develop, communicate, enforce, and monitor efficient Service Department processes to guarantee customer satisfaction.
  2. Identify and implement continuous improvements in service processes.
  3. Create annual goals and budgets for the Service Department that align with the organization’s financial and operational objectives.
  4. Develop and execute a marketing strategy for the Service Department, monitoring progress monthly to meet organizational targets.
  5. Coordinate customer engagement events such as clinics and field days.
  6. Prepare and analyze reports for the Service Department, utilizing data to drive enhancements and growth.
  7. Manage recruitment, staffing, and development activities for Service Managers and Technicians.
  8. Act as a resource for Service Managers to resolve work order issues and customer complaints.
  9. Oversee customer follow-up regarding service accounts receivable.
  10. Conduct follow-ups on customer satisfaction surveys.
  11. Serve as the primary contact for service-related inquiries.
  12. Strive for continuous growth by proactively seeking business opportunities.
  13. Deliver an exceptional customer experience.

Experience, Education, Skills, and Knowledge:

  • 5+ years of experience in Service Department operations.
  • Proficient in standard desktop applications such as Microsoft Office and internet-based functions.
  • Strong communication skills with both customers and team members.
  • Ability to articulate effectively in both written and verbal forms.
  • Familiarity with John Deere and competitive products.
  • Solid understanding of financial principles related to Service Department operations.
  • Ability to analyze and interpret internal reports.
  • Willingness to work extended hours and weekends as needed.
  • Excellent customer service skills.
  • High School Diploma or equivalent experience.

In accordance with Federal law and the U.S. Department of Agriculture's policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, disability, religion, sex, and familial status. (Not all prohibited bases apply to all programs.)


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