Position Specifics:
Department: Service
Reports to: Store Manager and Aftermarket Manager
Supervises: Service Clerks/Writers, Service Technicians, and Service Staff
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:
o Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
o Follows Service Department goals and budget, in alignment with the organization’s financial and operational objectives
o Executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals
o Assists with coordinating customer clinics, field days, and related promotional events
o Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit
o Schedules and assigns jobs and work areas to all employees in the Service Department according to their skills and knowledge
o Ensures work orders are complete and accurate prior to customer billing
o Ensures all departmental tools, equipment, and vehicles are in good working order
o Manages employee development and training activities for employees reporting to this position
Experience, Education, Skills and Knowledge:
o 3+ years experience in Service Department operations
o Ability to use standard desktop load applications such as Microsoft Office and internet functions
o Ability to write and speak effectively to individuals and groups
o Familiar with John Deere and competitive products
o Basic understanding of financial principles relative to Service Department operations
o Ability to analyze and interpret internal reports
o Ability to work extended hours and weekends
o Excellent customer service skills
o High School Diploma or equivalent experience
