Service Manager

TYM North America Inc•Rome, GA

About The Position

TYM North America is seeking an experienced, driven and professional individual to join our team in Rome, GA as a Service Manager. In this role, you will oversee the daily operations of the service department, lead technicians in diagnosing, repairing, and maintaining TYM tractor equipment to ensure maximum uptime and optimizing customer satisfaction. Key responsibilities include scheduling shop/field work, managing service technicians, responding to elevated customer service issues and ensuring safety compliance. This role is critical to the success of TYM North America and plays a pivotal role in ensuring customer satisfaction with after market service and repairs.

Requirements

A bachelor’s degree in engineering or a related field preferred; high school diploma required.
5+ years of leadership or management experience within service department operations required.
Deep understanding of tractor industry, equipment, and customer needs.
Strong knowledge of equipment maintenance and repair techniques, including hydraulics, electrical systems, and diagnostics.
Basic computer skills, including the ability to generate reports and use office software like Microsoft Office Suite.
Demonstrated ability to lead, mentor, and motivate a team of service technicians and professionals.
Excellent communication and interpersonal skills, with the ability to effectively communicate with internal teams, external partners, and clients.
Strong organizational and time-management abilities, including the ability to manage schedules and prioritize tasks.
Proven problem-solving and decision-making skills, with a focus on data-driven solutions.
Ability to adapt quickly to changing situations and unexpected challenges.
Ability to develop and enforce safety procedures and ensure a safe working environment.
Ability to lift and move objects up to 50 pounds or more.
Comfortable working in a variety of environments, both indoors and outdoors, which may include exposure to varying temperatures and noise levels.

Nice To Haves

Previous experience as a tractor service technician or service manager is preferred but not required.

Responsibilities

Oversee the daily operations of the central service support group, ensuring efficient and effective delivery of services.
Develop and maintain effective service department processes to ensure internal and external customer satisfaction.
Coordinates customer service training clinics and other customer-focused service events.
Develop and analyze key performance metrics to measure the effectiveness of service operations
Develop and implement performance metrics and key performance indicators (KPIs) to measure the success of service operations in cooperation with the Sr. Service Manager and the Director of Service.
Monitor service levels, customer satisfaction, and operational costs to identify areas for improvement.
In cooperation with the Sr. Service Manager and the Director of Service, develop and implement a comprehensive set of standardized policies, procedures, and work instructions for all service functions.
Ensure compliance with industry regulations and quality standards.
In cooperation with the Sr. Service Manager and the Director of Service, develop and maintain a centralized knowledge base and training materials for service operations staff.
Foster a positive and collaborative work environment that encourages teamwork and innovation.
Provide ongoing training and development opportunities to enhance the skills and knowledge of service operations staff.
Develop and implement customer satisfaction programs to measure and improve customer experience.
Ensure that service operations align with customer needs and expectations.
Foster a customer-centric culture within the service organization.
Completes additional responsibilities in support of the team’s objectives.
Travel will be required (up to 15%).