Service Manager

Jesco Inc•Lumberton, NJ

33d•$80,000 - $90,000•Onsite

About The Position

The Service Manager is responsible for managing the day-to-day operations of the Service Department while ensuring that both internal and external customers receive a high level of customer service throughout their experience with the Service Department. The Service Manager is responsible for achieving assigned goals and objectives through effective leadership, talent management, accountability and processes that will drive increased sales and profitable growth.

Requirements

Deere Level 1, Deere Level 2, Deere Capstone Certification a plus!
Must have valid driver’s license – must meet insurance underwriting requirements.
Prior service management and/or customer service experience desired.
Individuals must comply with all safety requirements and be able to lift and move up to 70 lbs.
Make yourself available for overtime, understanding the equipment repair business may call for it from time to time.

Responsibilities

Coordinate the daily shop service work within service department in terms of priority, manpower and equipment.
Control and direct activity within the shop service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service area is in compliance with determined safety requirements.
Communicate with supervisor as to updating tools when relevant.
Coordinate PIP improvements with PIP coordinator for applicable machines in shop.
Coordinate trouble-shooting diagnostics with technicians and manufacturer.
Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels.
Pro-actively communicate status of repair work with customers and or internal department managers.
Resolve customer/service problems in a prompt and efficient manner with a high sense of urgency. This includes receiving equipment to be repaired, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up. This is to minimize customer inconvenience and maximize the dealership's business image with the customer.
Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exception. Communicate concerns promptly to Branch Manager
Coordinate with parts department for all shop parts requirements, including pre-pulling and ordering parts.
Efficiently process all shop service work orders from order status to invoice status and maintain efficient control of technicians’ hours.
Submit all warranty documentation to warranty administrator before filing claim. Monitor the warranty until final credit memo is issued.
Document factory recall procedures and update appropriate departments via correspondence as needed.
Review, coordinate and attend with General Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry.
Direct and control equipment staging areas including bay utilization, wash rack and yard parking as designated for Shop.
Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits. Provide guidance and direction to employees to assist in their professional development.
Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances
Cross train for product knowledge and procedures for all products represented by JESCO.
Works with and assists in the development of direct reports.
Backfills similar roles when necessary.
Perform other related duties as assigned.