Service Manager

HERITAGE TRACTOR•Rolla, MO

3h•Onsite

About The Position

The Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time. The primary job of the Service Manager is to keep the pipeline filled with work. The Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual will coordinate activities and cooperate with other departments of the dealership to best serve the needs of the customer and employees. They will supervise technicians and ensure an excellent customer experience.

Requirements

Basic knowledge of accounting practices
Ability to use standard John Deere applications, Microsoft Office, and internet functions
Knowledge of office procedures
General understanding of mechanical/technical terms is preferred
High School diploma or equivalent experience
Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
Physical requirements include lifting at least 10 lbs.

Nice To Haves

General understanding of mechanical/technical terms is preferred

Responsibilities

Keep the pipeline filled with work, manage customer experience to exceed benchmarks
Execute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, expense control, and an outstanding customer experience
Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge. Schedules and maintains mass channel relationships
Responsible for creation of a professionally prepared invoice by using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
Review work order segments and ensure they include correct parts
Verifies pick-up and delivery charges are properly charged per HTI requirements
Fields internal and external customer inquiries to the service department
Maintains service department filing and records related to equipment manuals
Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
Manage work in Process (WIP) to less than 5% of total service sales
Monitor technician progress on jobs and engages other resources to improve job efficiency
Work with transportation department to maintain vehicle maintenance files in accordance with DOT regulations
Prepare and conduct performance reviews with technicians
Maintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer service