Service Manager

Hutson, Inc•West Branch, MI

About The Position

Manages service operations within the dealership to maximize return on investment through; optimizing Service Department processes to ensure internal and external customer satisfaction, growing profitable service labor sales, exercising disciplined expense control, attracting and retaining outstanding talent and effectively engaging department personnel.

Requirements

5-10 years of management experience is required.
Mechanical/hydraulic, or electrical work experience would be beneficial.
High School Diploma or GED equivalent is required.
Ability to lead others effectively.
Ability to use standard desktop load applications such as Microsoft Office and internet functions.
Ability to speak effectively one-on-one and within a group.
Basic understanding of financial principles relative to Service Department operations.
Familiar with John Deere and competitive products.
Ability to analyze and interpret internal reports.
Excellent customer service skills.
Ability to think strategically and solve problems.
Verbal and nonverbal communication skills.
Valid Driver’s License
FA/CPR Certification

Responsibilities

Onboarding and job trainer for all service technicians.
Manage the service department, headcount, and resolve HR issues.
Manage customer calls as needed.
Manage all shop metrices.
Direct responsibility metrics.
Effectively manage technician labor rates, technician productivity, technician efficiency, WIP, and billing cycle days.
Reports weekly location metrics and tracking progress.
Support the Foreman and Clerk when corrective action is needed to maintain metrics or customer experience.
Manage Satisfyd survey and Dealer experience.
Manage warranty process, including the Pending list.
Support regional call support and dispatch to improve customer experience.
Onboarding trainer for all service clerks.
Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.
Executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
Coordinates customer clinics, field days and related, promotional events.
Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit if Warranty Admin is unavailable.
Develops and retains key talent by maintaining individual development plans.
Reviews work orders for completeness and accuracy prior to customer billing
Ensures all departmental tools, equipment, and vehicles are in good working order
Support management in the pursuit of corporate policies, plans, goals, and long-term objectives.
Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
Ensure that company’s reputation and image in the community is consistent with Hutson Inc. Core Values.