Service Manager

PURPOSE

Be responsible for effectively coordinating service activities within the service department, facilitating maintenance and repairs on customer equipment thereby leading to excellent customer satisfaction, attracting and retaining outstanding talent, and effectively engaging with customers and department personnel. These activities will lead to the safe, efficient, and profitable operation of the service department.

BASIC FUNCTIONS AND RESPONSIBILITIES

• Answers telephone calls from customers when they are experiencing mechanical/technical problems with equipment. Service Manager must lead the Service Department in determining the complaint, cause of failure, and correction needed to properly repair equipment to customer’s satisfaction.
• Develops, maintains, and adheres to a priority system for scheduling all service work, both customer and internal
• Reviews all management reports necessary to audit the performance of department and individual employees. Service Manager oversees the Repair Order process which involves the time required for repair, parts used during the job, and the final invoice presented to the customer for payment.
• Schedules and assigns jobs and work areas to technicians according to their mechanical skills and knowledge. Quality Equipment, LLC handles a broad range of products that include riding lawn mowers, commercial mowing equipment, utility vehicles, utility tractors, row-crop tractors, agricultural implements, and skid steer loaders. Common repairs involve gasoline engines, diesel engines, transmissions, etc.
• Ensures that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements
• Ensures that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order
• Assists with the development and training of Service Department personnel and completes performance reviews for Service Department staff
• Monitors service department processes and employee actions to ensure compliance with the Quality Equipment Safety Manual
• Schedules routine maintenance of Company-owned vehicles
• Always conducts self so as to be an ambassador of the dealership
• Executes annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
• Performs other managerial duties, as required, and location functionality duties, as needed

EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIREMENTS

• Minimum 3 years’ experience in Service Department operations
• Minimum 1-2 years’ experience supervising/leading others, preferred
• Ability to use standard desktop applications such as Microsoft Office and internet functions
• High School Diploma or Equivalent
• Valid driver’s license and must maintain a driving record per insurance carrier standards
• Familiar with John Deere and competitive products, preferred
• Strong organizational skills and leadership abilities
• Basic mechanical ability/understanding of engines, transmissions, and electrical systems is necessary
• Ability to speak effectively one-on-one or before groups of customers or employees of the organization
• Ability to interpret department financial statements
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to work extended hours and weekends
• Excellent customer service skills, required

PHYSICAL DEMANDS

• Weight Requirements: Lifting up to 50 lbs.
• Mobility: Squatting, bending, lifting, reaching, twisting, standing, sitting and repetitive keyboarding for long durations of time
• Visual: Working with PC, smart devices, and close detailed work
• Driving: Occasional – Short and long distances
• Dexterity: Ability to grasp and manipulate standard tools and office equipment
• Noise: Medium to High