Service Manager

3 weeks ago

Wynne Arkansas, United States Greenway Equipment Full time
Overview:
Manages service operations within the dealership to ensure customer satisfaction and maximize return on investment by optimizing service department processes. Grows profitable service labor sales and exercises disciplined expense control.  Attracts, retains, and assists with development of department personnel.

 

Responsibilities:
Communicates, enforces, and monitors service department processes to ensure customer satisfaction

Responsible for driving revenue, managing expenses, and generating profitability which meets or exceeds budget for the Service Department

Creates annual location service department goals and budget, in alignment with the organization’s financial and operational objectives

Executes service department marketing plan with the direction from VP of Service Operations and Marketing manager

Ensures that all service warranty and Product Improvement Program claims are processed within the required timeframe to the central warranty processor

Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge

Coordinates Logistics to and from all customers as well as internally and from suppliers to ensure units are received, setup/repaired, and delivered in a timely and efficient manner

Reviews work orders for completeness and accuracy prior to customer billing

Coordinates customer on farm visits with Location manager

Communicates daily with Location Manager, other departments, and other locations to ensure all tasks are completed as efficiently as possible in order to provide a positive customer experience.

Manages recruiting, staffing and employee development activities for employees reporting to this position

Completes Performance Reviews with all subordinates at least annually to discuss Performance and Improvement needed.

Ensures all company objectives and policies are communicated and implemented within the department

Assists with the development and training plans of service personnel and completes performance reviews of service staff along with location manager

Display problem solving skills with emotional customers, conflict resolution and being able to compromise

Operates and maintains vehicles, tools and equipment required to perform job responsibilities

Maintains a clean work area and performs work in a neat and orderly fashion

Ensures all Department Employees Follow all safety rules and regulations in performing work assignments

Completes all routine inspection and safety protocols for the department

Actively Participates in Location Safety Meetings and assists in all safety related tasks

Maintains knowledge of John Deere and competitive products

Responsible for maintaining operational safety, security, and appearance of company assets, building, and grounds

Performs morning Pre-Shift Meetings with Department employees & covers all Safety related topics

Qualifications:
 

3+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred, Basic Mechanical Knowledge

Experience operating vehicles, tools, and equipment for diagnostic purposes

Experience with basic computer functions; experience using Service ADVISOR™ or other computer based diagnostic repair tools preferred

Experience leading, communicating, and working cooperatively in a team environment

Display problem solving skills such as emotional customers, conflict resolution and being able to compromise

Experience analyzing and interpreting internal and financial reports

 

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