Service Manager

Murphy Tractor & Equipment•Waterloo, IA

4h•Onsite

About The Position

The Service Manager is responsible for creating and maintaining healthy relationships with customers, completing work orders and invoices, preparing warranty claims, reporting and minimizing aged work-in-process, maintaining service records and quality control records, completing job status reports, maintaining current billing cycle, giving yearly performance reviews, determining labor needed, assisting with diagnosing technical machine issues, working with employees to obtain training, conducting safety meetings and other general service department duties as directed by the Branch Manager and the General Service Manager. Essential functions include administrative tasks such as maintaining department communication, utilizing computer programs and John Deere communication tools, planning work schedules, and ensuring a clean, orderly, and safe work area. The role also involves inventory control for personal and department tools, and various service duties like completing service data on invoices, opening and closing work orders promptly, performing basic diagnostics, advising customers on parts, repairing and replacing damaged parts, testing equipment, preparing reports and warranty information, maintaining company vehicles and the shop, and staying updated on company and competitor products. Management responsibilities include conducting yearly performance reviews for technicians, determining labor needs, collaborating with John Deere Territory Representatives on machine issues, assisting factory and engineers with technical diagnostics, ensuring service department productivity, and managing billing cycle efficiencies, expenses, and gross margins. Training involves assisting employees with technician certification and conducting monthly safety meetings.

Requirements

Strong knowledge of methods, materials, tools and techniques used in the repair of heavy construction equipment
Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
Good skills in operating vehicles and equipment used for diagnostic purposes
Strong focus on customer service
Strong knowledge of Microsoft Office and Internet
Basic knowledge of office machines, including copier, fax and printer
Able to communicate effectively as appropriate for the needs of customers or coworkers
Strong attention to detail
Able to work effectively in a team environment
Able to process work with accuracy
Meet commitments and deadlines
Able to complete required documentation and reports in a timely manner
Able to perform multiple tasks simultaneously
Able to work a flexible schedule as needed
Able to organize and prioritize numerous tasks and complete them under time constraints
Demonstrates openness to new procedures, technology and structure
High school diploma or GED required
Two year certificate from a college or technical school or at least five years related experience and/or training in the subordinate position

Responsibilities

Creating and maintaining healthy relationships with customers
Completing work orders and invoices
Preparing warranty claims
Reporting and minimizing aged work-in-process
Maintaining service records and quality control records
Completing job status reports
Maintaining current billing cycle
Giving yearly performance reviews for department technicians
Determining labor needed in preparation for work loads and planning the work schedule
Assisting with diagnosing technical machine issues
Working with employees to obtain training and technician certification
Conducting monthly safety meetings
Maintaining department communication in order to complete work and grow service labor sales
Utilizing various computer programs and John Deere communication tools as resources
Planning work schedule
Maintaining a clean, orderly and safe work area and appearance
Maintaining personal and department tool inventory
Completing service data on invoices
Opening and closing work orders in a timely manner in order to minimize aged work-in-process
Performs basic diagnostics and determines what repairs are needed and advises customers of replacement parts as necessary
Repair and replace damaged or worn parts
Test mechanical products and equipment after repair or assembly to ensure proper performance and compliance
Prepare all reports and forms required in conjunction with work orders, taking note of the cause of failure/problems
Prepare warranty information
Service and maintain company vehicle and shop
Maintain flat rate in accordance with the Standard Pricing Guide (SPG)
Utilize Marketing Service Times (MST’s) to quote jobs
Maintain current knowledge of Company and competitor products
Maintain condition of vehicles, inventory, tools and equipment
Read and understand operating manuals, blueprints and technical drawings
Maintain quality control records
Generate work preview reports and code established flat rates
Complete job status reports
Work order log
Work with customer invoicing problems
Read and understand financial operating statements
Work with John Deere Territory Representatives to communicate difficult machine issues
Assist factory and engineers with diagnosing technical machine issues
Insure Service Department is productive
Maintain billing cycle efficiencies, expenses and gross margins
Reports work in process
Deliver parts, run errands, etc. as needed
Assist with other duties assigned and directed by corporate management within the frame work of Murphy Tractor and Equipment Company, Inc.’s objectives