Service Manager

Position Specifics

Department: Service

Reports to: Corporate Service Manager

Supervises: Service Clerks/Writers, Service Technicians, Setup Technicians, Ag Tech Students and other service employees

Responsibilities

• Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
• Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
• Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals
• Captures and submits 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 and ensures all billing follows the company’s internal and external credit policies
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Communicates to Corporate Service Manager on location facility needs and improvements related to service
• Cooperates in efforts to keep the location yard mowed and maintained by making service personnel available to move machinery and maintain the yard appearance
• Works collaboratively with sales and parts department in the Customer Account Management (CAM) strategies and providing excellent customer service

Experience, Education, Skills and Knowledge

• Experience managing others preferred
• Knowledge of Turf and Handheld Equipment preferred
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Ability to write and speak effectively to individuals and groups
• Basic understanding of financial principles relative to Service Department operations
• Ability to analyze and interpret internal reports
• Excellent customer service skills
• High School Diploma or equivalent experience