Address
Form of workJob Details
Job Location
Franklinton Branch Region 5 - Franklinton, LA
Description
Position Specifics:
Department: Service
Reports to: Regional or Location Service Manager
Supervises: Service Techs, Shop Foreman, Warehouse Crew, Service Writer, Delivery Drivers
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:
Experience, Education, Skills and Knowledge:
Success Profile:
Job Location
Franklinton Branch Region 5 - Franklinton, LA
Description
Position Specifics:
Department: Service
Reports to: Regional or Location Service Manager
Supervises: Service Techs, Shop Foreman, Warehouse Crew, Service Writer, Delivery Drivers
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:
- Manages the entire work order cycle process; generation through closing and invoicing
- Manages equipment trucking and maintains accurate record keeping
- Sells service labor and parts ensuring all techs are highly productive so that budgets and goals are met
- Works with Regional or Location Service Manager to identify and execute continuous process improvements
- Communicates, enforces and monitors effective Service Department processes to ensure customer satisfaction
- 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 billing
- Ensures all service Warranty and Product Improvement Programs are completed, submitted to Centralized Warranty Administrator within the required timeframe to receive maximum credit
- Ensures all departmental tools, equipment, and vehicles are in good working order
- Actively coaches, develops and helps employees grow their capabilities
- Participates in the employee review processes Need clarification
- Proactively seek and participate in available companysponsored training, in an effort to develop and advance knowledge base and skill set
- Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
- Ensure that companys reputation and image in the community is consistent with company Core Values
Experience, Education, Skills and Knowledge:
- 3+ years experience in Service Department operations
- Ability to use standard desktop load applications such as Microsoft Office and internet-based functions
- Ability to write and speak effectively to individuals and groups
- Ability to effectively lead a team and hold people accountable
- Familiar with John Deere and competitive products
- Basic understanding of financial principles relative to Service Department operations
- Ability to analyze and interpret internal reports
- Ability to work extended hours and weekends as needed
- Excellent customer service skills
- High School Diploma or equivalent
Success Profile:
- Labor performance is 85% or greater
- Service profitability meets or exceeds the established goals
- Customer experience net promoter score of 75% or greater
- Aged WIP is less 1% or less
- Zero expired PIPS
