Service Manager

QUALITY EQUIPMENT LLC•Dunn, NC

13d

About The Position

We are a John Deere dealer with 35 locations serving a diverse group of agricultural, commercial, and residential customers in North Carolina, South Carolina and Virginia. At Quality Equipment, we pride ourselves on our commitment to our customers, our employees, and our community. Our employees and management stay close to our customers and strive to serve them quickly and in ways that make sense in each local area. Our work culture is ethical, entrepreneurial, and hard working. We work with excellent people every day – our customers and our co-workers. Our work is challenging and offers a great deal of variety in the tasks we do. At Quality Equipment, we strive to be the premier John Deere dealer in our region by serving our customers with commitment and integrity. We offer the opportunity for stable, rewarding, and challenging work with a large and growing company which still maintains the feel of a small business. At Quality Equipment, there are opportunities to grow and advance in your career. We are currently looking for a Service Manager to join us in our Dunn store. PURPOSE Be responsible for effectively coordinating service activities within the service department, facilitating maintenance and repairs on customer equipment thereby leading to excellent customer satisfaction, attracting and retaining outstanding talent, and effectively engaging with customers and department personnel. These activities will lead to the safe, efficient, and profitable operation of the service department.

Requirements

Minimum 3 years’ experience in Service Department operations
Minimum 1-2 years’ experience supervising/leading others, preferred
Ability to use standard desktop applications such as Microsoft Office and internet functions
High School Diploma or Equivalent
Valid driver’s license and must maintain a driving record per insurance carrier standards
Familiar with John Deere and competitive products, preferred
Strong organizational skills and leadership abilities
Basic mechanical ability/understanding of engines, transmissions, and electrical systems is necessary
Ability to speak effectively one-on-one or before groups of customers or employees of the organization
Ability to interpret department financial statements
Ability to negotiate customer complaints to a satisfactory resolution
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to work extended hours and weekends
Excellent customer service skills, required

Nice To Haves

Minimum 1-2 years’ experience supervising/leading others, preferred
Familiar with John Deere and competitive products, preferred

Responsibilities

Answers telephone calls from customers when they are experiencing mechanical/technical problems with equipment. Service Manager must lead the Service Department in determining the complaint, cause of failure, and correction needed to properly repair equipment to customer’s satisfaction.
Develops, maintains, and adheres to a priority system for scheduling all service work, both customer and internal
Reviews all management reports necessary to audit the performance of department and individual employees. Service Manager oversees the Repair Order process which involves the time required for repair, parts used during the job, and the final invoice presented to the customer for payment.
Schedules and assigns jobs and work areas to technicians according to their mechanical skills and knowledge. Quality Equipment, LLC handles a broad range of products that include riding lawn mowers, commercial mowing equipment, utility vehicles, utility tractors, row-crop tractors, agricultural implements, and skid steer loaders. Common repairs involve gasoline engines, diesel engines, transmissions, etc.
Ensures that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements
Ensures that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order
Assists with the development and training of Service Department personnel and completes performance reviews for Service Department staff
Monitors service department processes and employee actions to ensure compliance with the Quality Equipment Safety Manual
Schedules routine maintenance of Company-owned vehicles
Always conducts self so as to be an ambassador of the dealership
Executes annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
Performs other managerial duties, as required, and location functionality duties, as needed