Service Manager

Job Title: Service Manager

Reports To: Corp Service Mgr/Matt Montgomery

FLSA Status: Salary/Exempt

Approved By: Human Resources Department

Updated: 11/2020

Salary plus bonus opportunity

Summary/Objective

The Service Manager will provide leadership in motivating, managing, and evaluating all service department personnel. The Service Manager will efficiently coordinate, schedule, and manage Service Technician’s time, while maintaining the work order process. This role will also communicate with the customer regarding quotes, job status, and scheduling. This management role will coordinate activities with other departments to best serve the needs of the customer and employees.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Demonstrate leadership in day-to-day management of the Service Technicians under their direction

· Assign and schedule jobs and work areas to Service Technicians according to their skills and knowledge

· Coach, mentor and communicate job expectations to service department team members

· Lead and take ownership of management responsibility relating to hiring, performance management and overall people management with assigned Service Technicians

· Effectively utilize the service scheduling tools to properly manage the flow of the work order process to completion

· Review and process all repair work orders for accuracy and completeness concerning parts, materials, labor and approve the release of equipment for delivery to the customer

· Maintain technical and product knowledge on all equipment sold within the dealership’s area of responsibility

· Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long-term relationships with customers

· Approve all employee payroll hours according to HR policies and procedures

· Maintain positive and professional working relationships with coworkers, management, and vendors with a constant commitment to teamwork and exemplary customer service

· Perform all other duties as assigned by management in a professional and efficient manner

· Follow all safety rules and regulations and adhere to all policies and procedures as specified in company manuals and the employee handbook

· Participate in all company driven communication efforts including department meetings, electronic communications (email and text) and other related efforts

· Proactively seek and participate in available company sponsored training to develop skills and knowledge

· Maintain prompt and regular attendance according to department and company policies

Supervisory Responsibility

This position is responsible for supervising all service personnel including, but not limited to; service technicians, service administrators and yard coordinators.

Work Environment

While performing the duties of this job, the employee regularly works in an office setting in or around service/parts departments and will be exposed to outside weather conditions, noise, vibration, fumes, odors, dust, electrical shock, toxic or caustic chemicals, heights and close proximity to moving mechanical parts.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is continuously required to sit, stand, walk and use hands for fine manipulation. The employee is frequently required to lift/carry up to 50 lbs. The employee is occasionally required to drive, bend, stoop, push/pull and reach above. Specific vision abilities required by this job include close, distance and color vision. While performing the duties of this job, the employee is regularly required to talk or hear at moderate noise levels.

Position Type/Expected Hours of Work

This is a full-time position. Days of work are Monday through Friday. Over time and weekends, as necessary.

Travel

0%

Job Requirements

· Previous Deere Dealer service management experience preferred

· Graduation from related diesel technology program preferred

· 3+ years of service technician experience preferred

· Excellent customer service skills

· Excellent computer skills

· Technical Knowledge

· Excellent time management, problem solving and organizational skills

· Excellent oral and written communication skills

· High school and or technical school education preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.