Service Manager

United Construction & Forestry•Westbrook, ME

10d

About The Position

United Construction & Forestry, a John Deere dealership with multiple locations across the Northeast, is seeking a Service Manager. The role oversees service department personnel and shop and field service work, including scheduling, assigning work orders, directing equipment repairs, and coordinating equipment pickup and delivery. The Service Manager works with customers to explain service quotes and changes, support customer satisfaction, and recommend services that help equipment operate efficiently and safely. The role also coordinates with Deere on programs, warranties, and technical machine issues; maintains shop supplies and employee performance records; supports service marketing and safety; and monitors training needs. The position offers a salary of $50,000–$85,000.

Requirements

Excellent customer service skills and follow-through ability.
General understanding of mechanical and technical terms, and knowledge of methods, materials, tools, and techniques used to repair customer- and dealer-owned equipment.
Ability to use standard desktop applications, email, internet functions, and Service Advisor.
Ability to work varying shifts, weekends, and holidays, or as needed for a rotating on-call schedule.
Solid understanding of financial principles related to Service Department operations and company business systems.
Ability to create, analyze, and interpret internal reports and provide feedback on areas for improvement.
Skills to effectively manage a fast-paced environment.
Achieve and maintain forklift certification.
Ability to travel for customer service and training as needed.
Clean driving record and valid driver’s license.
Maneuver on and under heavy equipment and around construction or agricultural sites with loose footing and irregular terrain.
Operate a motor vehicle during both day and night.
Able to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone.
Hearing ability sufficient to communicate in person or over the phone.
Light to moderate lifting may be required, up to 50 pounds.
Ability to reach, stoop, kneel, and bend as needed.

Nice To Haves

Familiarity with the equipment industry, John Deere, and competitive products is preferred.
A two-year certificate from a college or technical school and five years of related experience are desired.
A bachelor’s degree is preferred; heavy equipment service experience may be substituted for or combined with education.

Responsibilities

Supervise all Service Department personnel.
Supervise the opening and closing of work orders to control each shop job.
Maintain and monitor detailed records of Service employees’ time and performance.
Monitor and schedule equipment pickup and delivery.
Explain service quotes and changes to customers before work is performed to ensure customer satisfaction.
Upsell necessary services to help products operate more efficiently and safely.
Stay current on Deere product improvement programs.
Order and maintain needed shop supplies.
Monitor customer satisfaction through phone calls and on-site visits.
Coordinate with Deere on programs, warranties, and technical machine problems.
Interview and select qualified personnel.
Report shop goal and objective achievement status to the RPSM or GM.
Assist in planning and developing service marketing programs.
Act as site safety coordinator in conjunction with the Corporate Safety Manager.
Monitor training needs and provide required training.
Maintain schedules of shop work and field service work, assign personnel to work orders, and direct Service Technicians in equipment repair.
Maintain a list of trucking needed for equipment pickup and delivery.