Service Manager

Position Specifics:

Department: Service

Reports to: Corporate Service Manager

Supervises: Service Clerks/Writers, Service Technicians, Setup Technicians, Ag Tech Students and other service employees

Purpose:

Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

• Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
• Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
• Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals
• Coordinates customer clinics, field days, and related promotional events
• Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit
• Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge
• Reviews work orders for completeness and accuracy prior to customer billing and ensures all billing follows the company’s internal and external credit policies.
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Communicates to Corporate Service Manager on location facility needs and improvements related to service.
• Cooperates in efforts to keep the location yard mowed and maintained by making service personnel available to move machinery and maintain the yard appearance.
• Works collaboratively with sales and parts department in the Customer Account Management (CAM) strategies and providing excellent customer service.

Experience, Education, Skills and Knowledge:

• Experience managing others preferred
• Knowledge of Turf and Handheld Equipment preferred
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Ability to write and speak effectively to individuals and groups
• Basic understanding of financial principles relative to Service Department operations
• Ability to analyze and interpret internal reports
• Excellent customer service skills
• High School Diploma or equivalent experience