Service Manager

Sloan Implement•Vandalia, IL

14d•$65,000 - $100,000

About The Position

Manages service department operations, personnel, and equipment to ensure customer satisfaction and financial success of department. Fields customers questions and inquiries in relation to equipment repair and services provided by the company. Utilize technology to troubleshoot problems and provide assistance to customers.

Requirements

3+ years experience in Service Department operations
High School Diploma or equivalent experience
Ability to use desktop applications such as Microsoft Office, internet functions, and dealer business system
Basic understanding of financial principles relative to Service Department operations
Familiar with John Deere and competitive products
Excellent written and communication skills
Excellent customer service skills
Ability to speak effectively to individuals and groups
Ability to analyze and interpret internal reports
Ability to work extended hours and weekends
Valid driver’s license with good driving record
Must maintain a good driving record in compliance with company Motor Vehicle Records criteria throughout employment

Responsibilities

Develop, communicate, and monitor service department processes to ensure uniformity and aid in achieving customer satisfaction
Monitor service department financials (profit and expense) and ensure that department’s budget and goals align with company objectives
Promote and support different services provided and marketed by the company (inspections, maintenance programs, etc.) to customers to meet service department goals
Work with service clerk to submit and process warranty claims/product improvement claims within required timeframe to receive maximum credit
Schedule and assign work orders and job areas to technicians according to their skill and knowledge
Review work orders for completeness and accuracy before billing to customer
Monitor open work orders and see that they are properly completed and billed in a timely fashion
Assist customers with questions and inquiries in regard to scheduling services and equipment repairs
Work closely with parts and sales departments to meet customer needs
Ensure that all tools, equipment, and vehicles are in safe and working order
Coordinate and support customer clinics, employee training, and other promotional events
Monitor staffing needs and communicate with HR department and Store Manager in terms of new hires and employee relations
Provide employee development activities and support company provided training