SERVICE MANAGER

GARTON TRACTOR INC•Ukiah, CA

20d•$70,304 - $85,000•Onsite

About The Position

The Service Manager is responsible for fulfilling customer needs by managing the Service Department, aiming for value, excellent quality of work, and a high degree of product and dealership satisfaction. This role involves representing and promoting the Sales, Service, Parts, and Rental Department operations and store network positively to ensure customer confidence, repeat business, and maximum return for the Dealership. The position requires knowledge of business and management principles, machines and tools, and strong problem-solving and communication skills. The working conditions can vary, including potential exposure to contaminants and loud noise levels, and may involve long hours, computer work, and outdoor activity.

Requirements

Knowledge of business and management principles involved in strategic planning, resource allocation, and coordination of people and resources.
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Ability to understand and solve customer problems and needs.
Excellent oral expression and speech clarity.
Strong attention to detail.
Must report directly to the Store Manager.
Must have a functional relationship with the store’s Parts and Sales Staff, Company CFO, Warranty Staff, Inventory Coordinator, Service Director, Vice-President, and President.
Must have prior approval from the Store Manager for all tool purchases.
Must have Store Manager’s approval for all purchases of necessary shop supplies.
Must meet or exceed performance goals in quality, efficiencies of labor work, and profitability.
Achieve 65% or better rate for labor efficiency (hours billed divided by hours paid).
Achieve at least 60% gross profit margin.
Achieve growth in the department, primarily customer labor.
Ensure quality assurance in every job with low re-work instances.
Manage open documents to be less than 60 days open.
Submit a minimum of 4 ASIST submittals to New Holland per month.
Ensure Warranty Policies & Procedures are followed and submitted on time.
Successfully work with all departments.
Meet with the parts manager and sales staff a minimum of three times per year for operation review.
Accomplish teamwork, morale, and motivation within the Service Department.
Ensure employees are satisfied and gaining skills as a result of good personnel management.
Ensure compliance with USDOT, OSHA, EPA, AND EEOC/ADA regulations.

Nice To Haves

Some outdoor activity including field service with technician.
May be exposed to contaminants, pollutants, and gases.
Sound levels may be loud due to tool usage and machinery.
May require long hours seated and/or at a computer.

Responsibilities

Establish and maintain an efficient, quality, and profitable department.
Support technicians with guidance, direction, and training to accomplish the best possible workmanship.
Maintain and expand the client base.
Sell service.
Ensure compliance with Company Policies and Procedures, safety, and sound judgment.
Efficiently schedule and organize customer and internal shop repairs.
Ensure correct and on-time delivery of services.
Oversee the work of technicians to assure correct pre-delivery/setup and mechanical repairs.
Keep abreast of work flow and job status by doing walk-arounds in the shop.
Meet deadlines.
Advise customers and Salesmen of shop repair estimates and any cost changes in pre-delivery.
Communicate with customers in writing (note on the workorder) to support charges and work completed.
Provide technical support as needed in assisting service technicians to speed up repairs.
Assist in training of technicians and promote continual technical improvement.
Manage all paper flow: charges, internals, and warranties.
Ensure technicians are charging out time properly, and labor descriptions are correctly stated on all service tickets.
Process all paperwork promptly.
Audit open document reports monthly.
Control non-productive time.
Manage technician’s labor and recovery rates, emphasizing productivity.
Maintain good credit policies; conduct credit checks before work is started and assist customers with CNH Industrial Capital Credit applications and/or finance options when necessary.
Coordinate field service/trucking and manage their performance.
Communicate on any delays and relay schedules for field servicemen.
Convey efficiency and innovative operation ideas with the Store Manager and initiate upon approval.
Share ideas with other store’s Service Managers.
Ensure all units (sold, demo’s, and rentals) are in “ready-to-go” condition before they leave the yard.
Maintain an orderly incoming line, ready line, and clean/organized yard and offices.
Keep shop special tools up-to-date, manage tool room inventory, and ensure cleanliness.
Maintain and keep current the service library manuals and bulletins.
Read all Service Bulletins or any other technical or policy information and review with personnel as required.
Actively participate in ASIST.
Manage the warranty claim procedures for all machines sold.
Ensure all campaigns are completed on time.
Establish and maintain a filing and storage system for warranty parts.
Follow return and disposal policies for warranty parts.
Complete or assist in flat rating as required.
Comply with all manufacturer policies regarding submission of warranty claims.
Manage the Service Advisor to ensure responsibilities and processes are being completed timely and meeting Standards of Performance.
Manage expenses and overtime.
Maintain an inventory of necessary shop supplies.
Work with the sales staff on reconditioning trade-in equipment.
Work with the Parts Manager to ensure parts required are available.
Conduct Service Department meetings as required (minimum 3 per year) to answer operational questions and receive suggestions.
Manage the Safety Program for the department, ensuring compliance with USDOT, OSHA, EPA, AND EEOC/ADA.
Hold quarterly safety meetings.
Manage all service personnel including hiring, reviews, corrections, dismissal, training, policies, motivation, quality, and productivity.
Ensure there is no form of discrimination or harassment in the workplace.
Assure that at least one person is qualified to fill any specific job position, including the Manager’s position.
Enforce professionalism in attitudes, actions, and dress.
Maintain the vehicle fleet and stress cleanliness.
Attend any company or community functions that will benefit the dealership.
Perform any other duties as assigned by the Store Manager.