Service Manager

Service Manager

Position Specifics

Department: Service

Reports to: Store Manager / AfterMarket Manager

Supervises: Service Clerk and Service Technicians

Purpose

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
• Creates annual location service department goals and budget, in alignment with the organization’s financial and operational objectives
• Coordinates customer clinics, field days, and related promotional events
• Ensures that 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
• Coordinates customer clinics, field days and related promotional events
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Assists with the development and training of service personnel and completes performance reviews of service staff
• Participate in Service EDUCATE Training programs required for the development of skills and knowledge
• 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
• Follows all safety rules and regulations in performing work assignments
• Maintains knowledge of John Deere and competitive products
• Other tasks assigned by management

Experience, Education, Skills and Knowledge:

• 3+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred
• Experience with off road, construction, lawn, or heavy equipment
• 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 and working cooperatively in a team environment
• Experience communicating effectively
• Experience analyzing and interpreting internal reports
• Must have an adequate toolset to perform job responsibilities
• High School Diploma, GED, or equivalent experience required; Associates degree preferred
• Valid driver’s license required; CDL (Commercial Driver’s License) preferred