Service Manager

Key Duties and Responsibilities

• Fully adopt and leverage the Koenig Operating System, John Deere Dealer Path, CDK IntelliDealer, and related tools to deliver maximum value to our manufacturers and customers.
• Execute standardized processes to meet and exceed budget targets for revenue growth and expense management.
• Own overall customer satisfaction by ensuring exceptional quality, on-time delivery, effective knowledge transfer, and ongoing support.
• Create and execute innovative service programs, campaigns, clinics, and events that delight customers, impress manufacturers, and stand out to competitors.
• Proactively champion service department growth through upselling and identifying new opportunities.
• Oversee the full “work order to invoice” process for efficient and accurate execution.
• Conduct twice-daily walk-arounds to monitor progress, maintain schedules and quotes, and develop recovery plans as needed (including customer review and approval where required).
• Foster open, proactive communication with customers, either directly or via the Service Writer.
• Serve as the passionate voice of the team—lead with energy and enthusiasm, empower high-performers, and hold others accountable when necessary.
• Cultivate a culture of continuous improvement, celebrating waste elimination to enhance customer value.
• Review Koenig depth charts to ensure adequate expertise across our product lines in the Area of Responsibility (AOR); recruit new talent as needed, following HR guidelines.
• Support technician learning paths to align with desired product coverage and expertise.
• Drive employee development through quarterly performance reviews for technicians—analyze key indicators, identify gaps, create recovery plans, and collaborate on achieving shared goals.
• Perform additional duties as assigned.

Qualifications

• 3-5 years of relevant experience in a dealership environment, preferably in heavy equipment or agricultural service management.
• Proven ability to lead teams in executing standard work through empowerment balanced with strong accountability.
• Excellent management and interpersonal skills with strong, effective communication abilities.
• Basic knowledge of John Deere (or similar) product lines and mechanical systems.
• Proficiency in dealership computer systems (e.g., CDK IntelliDealer), vendor resources, and Microsoft Office suite.
• Strong commitment to upholding high standards and resolving issues promptly and professionally.
• Solid understanding of financial reporting principles as they apply to service operations.
• Physical ability to lift up to 50 lbs.