Service Manager

QUALITY EQUIPMENT•Hertford, NC

13d•Onsite

About The Position

Quality Equipment, a John Deere dealer with 35 locations serving agricultural, commercial, and residential customers in North Carolina and southern Virginia, is seeking a Service Manager for its Hertford store. The company describes its work culture as ethical, entrepreneurial, and hardworking, and emphasizes customer service, integrity, career growth, and maintaining a small-business feel within a large, growing company. The Service Manager leads the Service Department in diagnosing equipment complaints and failures and determining repairs that satisfy customers. The role oversees scheduling and assigning service work, technician work areas, repair orders, department performance reporting, warranty and product improvement work, service tools and equipment, and routine maintenance of company-owned vehicles. The department handles products ranging from lawn mowers and utility vehicles to tractors, agricultural implements, and skid steer loaders, with common repairs involving gasoline and diesel engines, transmissions, and related systems.

Requirements

Strong organizational skills and leadership abilities.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Basic mechanical ability or understanding of engines, transmissions, and electrical systems.
Computer skills sufficient to oversee the Repair Order process.
Ability to communicate effectively one-on-one and before groups of customers or employees.
Ability to interpret department financial statements.
Ability to negotiate customer complaints to a satisfactory resolution.

Nice To Haves

Previous supervisory or management experience is preferred but not required.

Responsibilities

Answer customer telephone calls about mechanical or technical equipment problems.
Lead the Service Department in determining customer complaints, causes of failure, and appropriate corrections and repairs.
Develop, maintain, and follow a priority system for scheduling customer and internal service work.
Maintain management reports used to audit department and employee performance.
Oversee the Repair Order process, including repair time, parts used, and final customer invoices.
Schedule and assign jobs and work areas to technicians based on their mechanical skills and knowledge.
Ensure manufacturer warranty and Product Improvement Program work is completed according to manufacturer requirements.
Ensure the Service Department has necessary special tools and that service equipment is maintained in good working order.
Schedule routine maintenance of company-owned vehicles.
Conduct oneself in a manner that presents a professional image of the dealership.
Perform other duties as directed by management in line with dealership objectives.