Service Department Manager

4 weeks ago

Miami, Florida, United States JCB North America Full time

Job Summary:

The Service Department Manager is responsible for optimizing Gold Coast JCB Service Department processes to ensure internal and external customer satisfaction. This position grows profitable service labor sales and exercises discipline expense control.

Main Duties & Responsibilities:

  • Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction.
  • Assists in creating annual Service Department goals and budgets, in alignment with the organization's financial and operational objectives.
  • Assists in developing and executing Service Department marketing plans and monitors monthly to ensure achievement of department goals.
  • Assists with customers product clinics, field days, and related promotional events.
  • Schedules and assigns jobs and work areas to employees in the Service Department according to their skills, knowledge, and professional development plan.
  • Opens and reviews work orders for completeness and accuracy, prior to customer or warranty billing.
  • Submits Warranty and Product Improvement Programs (PIP) claims, following OEM requirements and timeframe to receive maximum credit available.
  • Follows company policy regarding starting a job, invoicing and releasing of equipment.
  • Assists AR with collection of Service Department invoices.
  • Ensures all Service Department tools, equipment and company vehicles are in good working and safe conditions.
  • Ensures that safety policies and practices are followed.
  • Conducts periodically customer visits.
  • Executes and reviews Customer Service Satisfaction Surveys and takes appropriate action when needed.
  • Manages department recruiting, staffing, and employee professional development activities.
  • Maintains a clean and professional image according to JCB and Gold Coast JCB standards.
  • Conducts business in alignment with company's Mission, Vision, and Core Values.
  • Finds ways to bring new customer accounts, while servicing and maintaining existing ones.
  • Utilizes CRM system to manage customer relationships and interactions.
  • Develops strong and productive customer relationships.
  • Responds quickly to leads and qualified customers.
  • Develops and presents to customers service quotes and proposals as needed.

Essential Job Qualifications:

  • 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.

Necessary Knowledge, Skills, Abilities and Competencies:

  • Demonstrated ability to strategically develop a department team.
  • Exceptional customer service skills.
  • Ability to work extended hours and weekends, when needed.
  • Professional communications skills: verbal, written, phone, email, and in person.
  • Ability to speak effectively to individuals and groups.
  • Strong computer skills, including MS Office applications.
  • Excellent problem solving and organizational skills; ability to work with minimal supervision.
  • Detail oriented and thorough.
  • Familiar with heavy machinery products.
  • Basic understanding of financial principles related to Service Department operation.
  • Ability to analyze and interpret department and internal reports.
  • Strong desire to win.

JCB 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

JCB is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers.

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