Position Specifics:

Department: Service

Reports to: Corporate Service Manager

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

Purpose:

Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

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
Coordinates customer clinics, field days, and related promotional events
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

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