Service Manager

United Construction & Forestry • Westbrook, ME

25d

About The Position

United Construction & Forestry, a John Deere dealership with multiple locations across the Northeast, is seeking a Service Manager. The company serves commercial, construction, agricultural, and consumer customers and emphasizes customer service, investment in its operations, and employee career growth.

The Service Manager oversees service department personnel and operations, including scheduling shop and field service work, assigning work orders, directing technicians, and coordinating equipment pickup and delivery. The role also involves communicating with customers about service quotes and changes, promoting necessary services, coordinating with John Deere on programs, warranties, and technical issues, maintaining shop supplies and service records, and supporting department goals, marketing, safety, and training.

This is a full-time position on a Monday–Friday first-shift schedule, with Saturdays as needed. The employee may also need to work varying shifts, weekends, holidays, or rotating on-call assignments as needed, and travel for customer service and training.

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 basis.
• 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.
• Ability to manage a fast-paced environment effectively.
• Ability to achieve and maintain forklift certification.
• Ability to travel for customer service and training as needed.
• Clean driving record and valid driver’s license.
• Bachelor’s degree is preferred; heavy equipment service experience may be substituted for or combined with education.
• Ability to maneuver on and under heavy equipment and around construction and agricultural sites with loose footing and irregular terrain.
• Ability to operate a motor vehicle during both daytime and nighttime.
• Ability to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone.
• Close vision and hearing sufficient to communicate in person or by telephone.
• Ability to lift up to 50 pounds and reach, stoop, kneel, and bend as needed.

Nice To Haves

• Familiarity with the equipment industry, John Deere, and competitive products.
• Two-year certificate from a college or technical school and five years of related experience.
• Bachelor’s degree.

Responsibilities

• Supervise all Service Department personnel.
• Oversee the opening and closing of work orders to control each shop job.
• Maintain and monitor detailed records of Service employees’ time and performance.
• Schedule equipment pickup and delivery.
• Explain service quotes and changes to customers before work is performed to support customer satisfaction.
• Recommend necessary services to help equipment operate more efficiently and safely.
• Stay current on John Deere product improvement programs.
• Order and maintain needed shop supplies.
• Monitor customer satisfaction through phone calls and on-site visits.
• Coordinate with John 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 arrange required training.
• Maintain schedules for shop 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.

Benefits

• Bonus program.
• Training through John Deere University.
• Comprehensive employee benefits plan, including medical, dental, vision, and 401(k) match.
• Referral bonus.
• Earned PTO.
• Employee Assistance Program.
• Paid company holidays.
• Company-paid life insurance.
• Great work/life balance.
• Opportunities for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager