Assistant Service Manager

JAMES RIVER EQUIPMENT GROUP•Manassas Park, VA

10h•Onsite

About The Position

The Assistant Service Manager assists the Service Manager in overseeing the daily operations of the service department to ensure exceptional customer satisfaction, profitable labor sales, and efficient workflow. This role is responsible for supporting and encouraging departmental goals, managing personnel to include shop assignments and standards of performance, and work output to satisfy customer service needs. The Assistant Service Manager must be an effective and efficient liaison between the Service Manager and the technicians.

Requirements

High school diploma or GED equivalent
Minimum 3–5 years in an equipment service department
Background as a shop supervisor/foreman or coordinator with progressive leadership abilities
Supervisory experience required with progressive leadership ability and coachability
In-depth knowledge of equipment technology
Future or current enrollment in Deere Service Management Certified Program
Strong verbal and written communication skills
Proficiency in Microsoft Office and internal reporting tools
Strong leadership and team-building capabilities
Ability to take direction from and collaborate with service manager and company leadership
Excellent coaching, negotiation, and conflict resolution skills
Ability to read internal reports and understand financial principles related to service operations
Effective communicator with both customers and technicians
Knowledge of supervision principles and personnel administration
Strong organizational and analytical skills
Ability to identify and implement process improvements
Positive attitude and commitment to safety practices
Ability to lift up to 50 pounds unassisted
Must be able to maneuver on/under heavy equipment and navigate construction/agricultural sites with uneven terrain
Frequent visits to the service shop with exposure to dirt, grease, fumes, noise, and other hazards
Must follow strict safety procedures and wear appropriate PPE
Ability to operate a motor vehicle during day and night

Responsibilities

Develop and maintain effective service department processes to ensure internal and external customer satisfaction
Lead implementation of best practices and common processes across all service locations
Coordinate customer clinics, field days, and promotional events
Identify and develop new customer relationships and business opportunities
Negotiate equitable service policy settlements
Collaborate with service manager on annual service department goals and budgets aligned with organizational objectives
Help develop and execute a service department marketing plan; monitor monthly to ensure revenue growth
Recruit, hire, develop, and retain key personnel
Maintain a current internal depth chart and individual development plans
Provide coaching, performance feedback, and employee development
Promote a culture of safety and provide safety training
Ensure the service department has a strong interdepartmental working relationship to align the team
Submit all service warranty and Product Improvement Program claims within required timeframes to maximize credit
Analyze service rework and implement corrective actions
Ensure maintenance of service facilities, yard areas, mobile equipment, service vehicles, shop equipment, and tooling