Overview of position:

Responsible for managing Service Department operations at the branch to provide the highest level of external and internal customer satisfaction. Work closely with other leaders and employees in the store to ensure building operations remain safe, secure, and well maintained. Attract, retain, and effectively engage Service Department personnel.

Responsibilities:

• Manage service repairs and assign jobs and work areas to employees in the Service Department according to their skills and knowledge
• Ensures timely completion & invoicing of all service repair orders to maximize department profits and customer satisfaction
• Resolves elevated customer issues as needed with a high level of customer service; escalating if needed
• Participate in regular team meetings between department managers to identify and implement ways to foster teamwork between departments at their branch location
• Assists in the development and execution of effective Service Department policies and processes
• Creates annual branch Service Department forecast & goals, in alignment with financial & operational objectives
• Executes Service Department’s strategic & marketing plans and regularly reviews progress to ensure achievement of goals

• Effectively communicates with the Corporate Service Manager, Branch Parts Manager and branch personnel

• Responsible for hiring, training and development of service personnel
• Completes performance reviews of service personnel and delivers appropriate corrective action and discipline as needed
• Ensures all department tools, equipment and vehicles are in good working order
• Identifies and develops new customer and business opportunities to achieve department growth
• Ensures a professional appearance of the facility, assets, personnel and surrounding property promoting a positive reputation in the community; identifies opportunities for improvements and makes requests to leadership as needed

• Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance
• Ensures safety compliance within the Service Department

Experience, Education, Skills and Knowledge:

• Bachelor’s degree preferred, or equivalent experience required
• 3 years of equipment industry or service experience
• Excellent customer service skills and follow through ability
• Familiar with the equipment industry, John Deere and competitive products
• General understanding of mechanical/technical terms, and knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment
• Ability to manage personnel and adhere to company policies and procedures
• Ability to use standard desktop load applications, email, internet functions and Service Advisor
• Ability to work varying shifts, weekends, and holidays or as needed for an on-call rotating basis
• Neat and clean personal appearance (in accordance with company policy)
• Ability to write and speak effectively to individuals and groups
• High level of attention to detail and accuracy of information
• Solid understanding of financial principles relative to Service Department operations and company business systems
• Ability to create, analyze and interpret internal reports and provide feedback with areas of improvement
• Exhibits necessary skills to effectively manage a fast-paced environment
• Exhibits strong desire to expand personal development
• Ability to work within and promote a strong team environment across all departments
• Exhibits a willingness to accept additional assignments
• Achieves and maintains forklift certification
• Ability to travel for customer service and training as needed
• Clean driver’s record and valid New York State driver’s license