Branch Manager

Grow with Us•Pasco, WA

2d•Onsite

About The Position

The Branch Manager oversees Branch Operations, including the Parts and Service Departments. This role is responsible for effectively communicating goals, providing direction, and ensuring all targets and metrics are met. The manager will lead day-to-day Service Operations, offering guidance and ensuring timely completion of work. They will coach Service Writers and Technicians to ensure positive employee and customer relations, maintain brand promise, and uphold repair quality. This position involves managing work in progress, ensuring timely completion and closure of work orders, and addressing warranty, goodwill, and unproductive time within company guidelines. The Branch Manager will also support the CSR team to boost sales and provide constructive feedback. Key responsibilities include supervising employees, conducting performance reviews, recommending compensation, and providing direct employee feedback and guidance, including input on hiring and termination decisions. They will also assist with employee issues affecting customer service and collaborate with Sales Managers to ensure effective communication and a great customer experience. The role involves responding to customer inquiries, resolving complaints, and maintaining a high level of customer relations. Financial responsibilities include creating and achieving location budgets, developing and managing Parts and Service annual budgets, overseeing expenses, and analyzing financial statements to initiate necessary changes. The Branch Manager will ensure consistent processes, evaluate the company's competitive position, and work to retain customers by anticipating needs and offering services. Growth generation through parts and service sales is a key objective. The role also includes identifying and hiring quality candidates, scheduling effective departmental coverage, leading the team, and providing ongoing coaching and development. Reinforcing company branding through location standards (visual appeal, safety, security, cleanliness) and distributing company communications are also important. The Branch Manager will advocate for company strategic programs and initiatives, working within and promoting the corporate vision, mission, and values. Other duties as assigned.

Requirements

Must be a self-starter and able to work without supervision.
Proven skills in leadership, management, planning and organizing.
Proven skills in interpersonal relationship building, written and verbal communications.
Ability to set and manage priorities.
Knowledge and use of Microsoft computer products or other comparable systems required.
Knowledge or ability to learn PFW.
Regular travel is necessary within assigned areas of responsibility, occasionally beyond.
Drive and maintain company vehicles.
Consistent attendance.
Proof of high school diploma or General Education Degree (GED).
Five years’ experience in an Agriculture equipment or Heavy equipment environment performing related tasks required.
Five years of supervisory experience required.
Valid driver’s license and acceptable driving record required.
Must be able to communicate in English (speak, read, comprehend, write).

Nice To Haves

Bachelor’s degree in business or related field preferred.

Responsibilities

Oversees Branch Operations Parts and Service Departments.
Effectively communicates goals, provides directions, and ensures all targets and metrics are met successfully.
Manages day-to-day Service Operations by providing resources, guidance, and ensuring timely completion of work assignments.
Coaches and advises Service Writer, and Service Techs, where applicable and as needed, to ensure positive employee and customer relations, customer care consistent with brand promise, adherence to the work order process, repair quality control issues.
Partners with Service Writer to manage work in progress and ensures timely completion and closure of work orders.
Ensures warranty, goodwill, and unproductive time is addressed and processed within company guidelines.
Effectively supports and guides the CSR team to boost sales in Parts and Service and offers constructive feedback for improvement.
Supervises employees, performs performance reviews and recommends increases compensation.
Provides direct employee feedback and guidance, influences decisions to hire and terminate employees.
Assists in employee issues that affect customer service.
Collaborates and works directly with Sales Managers to ensure effective engagement, interaction and necessary communication exists between Sales Reps and Branch Support operations to provide great customer experience.
Responds to customer inquiries, resolves customer complaints, and maintains an elevated level of customer relations.
Creates and achieves agreed upon location budget.
Develops, influences and is responsible for Parts and Service annual budgets.
Updates and revises the budget yearly in accordance with company guidelines.
Oversees and manages expenses in conjunction with Parts and Service management.
Analyzes and monitors financial statements and initiates changes, as necessary.
Ensures proper and consistent processes exist.
Evaluates Agri-Service’s position as it compares to competitors.
Works to keep competition from taking customers.
Anticipates customer needs and offers services as needed to keep customers from going to the competition.
Generates growth through parts and service sales.
Identifies and hires top quality candidates.
Schedules and ensures effective departmental coverage and support.
Effectively leads team and provides ongoing coaching and development.
Reinforces company branding by meeting or exceeding company location standards including visual appeal, safety, security, and cleanliness.
Distributes general company communications to employees at their location to ensure consistent messaging and effective communication.
Advocates for Agri-Service’s strategic programs, projects, and initiatives.
Works within and promotes corporate vision, mission, and values.
Performs other duties as assigned.
Reports all incidents immediately.
Prepares and participates in incident investigations as needed.
Ensures work site inspections and vehicle inspections are completed as required.
Holds direct reports accountable for adhering to safety policies.
Recognizes and promotes employees demonstrating safe behaviors.
Discusses safety and the importance of it at each team meeting/gathering.
Operates safely, following all applicable laws and company policies.
Follows company safety policies and procedures on the jobsite, promotes safe behavior with our customers.
Actively cares for and advocate safety at Agri-Service.
Adheres to all applicable safety policies, procedures, and standards.
Holds regular safety meetings with Department team.
Ensures required Safety Trainings are completed.
Communicates with safety liaison and/or supervisor to identify and address safety concerns.
Demonstrates commitment to safety with both words and actions.