Service Manager

General Purpose:

The Service Manager is responsible for the safe, efficient, and profitable operation of the Service Department. The Service Manager reports to the Store Manager.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develops, communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction.
• Works with the Regional Manager, Director of Aftermarket, and Store Manager to develop Service Department goals and budget in alignment with overall company financial and operation objectives.
• Successfully recruit, hire, manage, and develop service department employee performance that results in an environment of teamwork, high productivity, and high morale.
• Develop and execute employee development plans through timely evaluation, coaching, training, and development activities in ways that increase their performance.
• Helps coordinate customer clinics, field days, and related promotional events.
• Submits all service warranty and Product Improvement Program (PIP) 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 billing to the customer.
• Ensures all departmental tools, equipment, and company vehicles are in good working order.
• Performs other duties as required and necessary to ensure the success of the company.

Supervisory Duties:

• Directly manages Service Non-Revenue Employees, Service Technicians, Student Service Technicians, Service Foreman, Service Advisors, and other service department employees in accordance with the organization's policies and applicable laws.

Knowledge, Skills, and Abilities:

• Must consistently promote, support, work, and act in a manner in support of the company’s vision, mission, and values.
• Knowledge of John Deere and competitive products.
• Ability to lead and motivate others.
• Solid analytical, business planning, problem solving, and marketing skills.
• Strong knowledge of service operations including financial principles related to service department operations.
• Ability to demonstrate strong communication skills, both verbal and written.
• Excellent customer service skills including negotiating customer complaints to a satisfactory resolution.
• Ability to analyze and interpret internal reports.
• Knowledge of working computers and applicable software.

Education:

• High School Diploma or General Education Diploma (GED) equivalent is required, Associate’s or bachelor’s degree is preferred.

Experience:

• Three or more years of experience in Service Department operations required; management experience is preferred.
• An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.
• Must have a valid driver’s license.
• Passing a driving record (MVR), criminal history background checks, employment verification, and drug screen will be required prior to the start of employment.
• Ability to work extended hours and weekends.

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Travel to customer locations, meetings, warehouses, and other store locations on a regular basis is necessary.
• Occasional outdoor work in extreme weather conditions (hot/cold); walking on uneven terrain; occasional exposure to insects.
• Occasional exposure to moving mechanical parts; fumes or airborne particles and vibration.
• Noise level in the work environment is moderate.
• Personal Protective Equipment (PPE) required including cold weather gear, eye protection, gloves, and provided uniform.
• A clean and safety-conscientious work environment is required.
• Work may involve long hours and overtime during holidays, weekends, and evenings.
• May be required to rotate on-call responsibilities.

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, sit, walk, walk on unpaved terrain, talk, reach with arms and hands, have good manual dexterity, use hands and fingers to operate a computer and telephone keyboard, handle or feel, hear alarms/telephones/normal speaking voice.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• Moderate physical activity required by moving and positioning objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.