Centralized Services Operations Manager

Atlantic Tractor LLC•Westminster, MD

8h•Hybrid

About The Position

The Centralized Service Operations Manager is responsible for leading and coordinating service operations across multiple dealership locations to ensure consistent processes, exceptional customer service, operational efficiency, and profitability. This role provides strategic oversight of service administration, scheduling, workflow management, technician productivity, warranty administration, customer communication, and performance reporting while supporting location Service Managers and dealership leadership. The Centralized Service Operations Manager works collaboratively with branch leadership, parts operations, and field service teams to drive operational excellence, improve service absorption, maximize labor recovery, and support the dealership’s long-term growth objectives.

Requirements

Bachelor’s degree in Business Management, Agricultural Equipment Technology, Operations Management, or related field preferred.
Minimum of 5–7 years of progressive service management experience in an equipment dealership, heavy equipment, agricultural equipment, or related industry.
Multi-location management experience preferred.
Experience in a John Deere or agricultural equipment dealership environment strongly preferred.
Strong understanding of dealership service operations and financial drivers.
Knowledge of agricultural, turf, compact construction, and/or precision agriculture equipment.
Strong leadership, organizational, and problem-solving skills.
Ability to analyze operational data and implement process improvements.
Excellent communication and interpersonal skills.
Proficiency with dealership business systems and Microsoft Office applications.
Ability to manage multiple priorities in a fast-paced environment.
Ability to sit, stand, walk, bend, and use hands for extended periods.
Ability to occasionally lift and/or move up to 25 pounds.
Ability to travel regularly between dealership locations.
Ability to work in both office and shop environments, including exposure to noise, moving mechanical parts, and varying weather conditions.

Nice To Haves

Multi-location management experience
Experience in a John Deere or agricultural equipment dealership environment

Responsibilities

Develop and implement standardized service processes across all dealership locations.
Partner with branch Service Managers to improve efficiency, consistency, and customer satisfaction.
Monitor and analyze key service performance indicators including: Labor sales, Technician efficiency and productivity, Recovery rates, Work-in-process (WIP), Service turnaround time, Warranty recovery, Customer satisfaction metrics.
Lead initiatives focused on increasing service profitability and operational effectiveness.
Assist in developing annual service department goals, budgets, and forecasting.
Oversee centralized scheduling and dispatch processes for field and shop technicians.
Coordinate workload balancing between locations to optimize technician utilization.
Ensure timely opening, monitoring, and closing of work orders.
Review backlog and prioritize service jobs based on customer impact and operational needs.
Support emergency service response coordination during peak seasons.
Promote consistent customer communication standards across all locations.
Support resolution of escalated customer service concerns.
Ensure service estimates, approvals, and invoicing processes are timely and accurate.
Drive initiatives to improve customer retention and service satisfaction.
Support Service Managers in technician workforce planning and staffing strategies.
Monitor technician training compliance and development progress.
Assist with implementation of manufacturer training programs and service standards.
Promote a culture of accountability, safety, teamwork, and continuous improvement.
Ensure warranty claims are submitted accurately and within manufacturer guidelines.
Monitor warranty recovery and audit compliance.
Standardize administrative procedures related to service documentation and billing.
Ensure compliance with company policies, safety standards, and manufacturer requirements.
Utilize dealership management systems and reporting tools to monitor operational performance.
Develop dashboards and reporting metrics for leadership review.
Identify process improvement opportunities through data analysis.
Support implementation of operational technology and service management initiatives.
Work closely with Parts, Sales, Precision Ag, and Operations teams to improve interdepartmental coordination.
Assist with strategic planning for equipment support and customer uptime initiatives.
Participate in leadership meetings and operational reviews.