SERVICE MANAGER

GARTON TRACTOR INC•Woodland, CA

67d•$70,304 - $85,000•Onsite

About The Position

The Service Manager is responsible for establishing and maintaining an efficient, quality, and profitable department. This role involves supporting technicians with guidance, direction, and training to ensure the best possible workmanship, maintaining and expanding the client base, and selling service. The Service Manager is accountable for adhering to Company Policies and Procedures, ensuring safety, and exercising sound judgment. The primary goal is to fulfill customer needs by managing the Service Department, resulting in value, excellent quality of work, and a high degree of product and dealership satisfaction. The role also involves representing the Sales, Service, Parts, and Rental Department operations and store network positively to assure customer confidence, repeat and referral business, and maximum return for the Dealership.

Requirements

Knowledge of business and management principles involved in strategic planning, resource allocation, and coordination of people and resources.
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Ability to understand and solve customer problems and needs.
Excellent oral expression and speech clarity.
Strong attention to detail.

Nice To Haves

Functional relationship to store’s Parts and Sales Staff, Company CFO, Warranty Staff, Inventory Coordinator, Service Director, Vice-President, and President.
If stores have a Service Supervisor or Assistant, some principal duties are delegated and/or shared as directed by the Service Manager.
Share ideas with the other store’s Service Managers.
Assist customers with CNH Industrial Capital Credit applications and/or finance options when necessary.
Many field servicemen have direct contact with customers and are required to relay their schedules.
Any major operational change must be approved by a Board Member.
Get with the Store Manager on problems you cannot solve.
Tools may be shared among locations.
Read all Service Bulletins or any other technical or policy information and review with personnel as required.
Complete or assist in flat rating as required.
Conduct Service Department meetings as required (minimum 3 per year). This can be combined with the safety meeting.
Know the regulations and make certain we are following compliance with USDOT, OSHA, EPA, AND EEOC/ADA.
Assure that at least one person is qualified to fill any specific job position, including the Manager’s position.
Attend any company or community functions that will benefit the dealership.
Meet with the parts manager and sales staff a minimum of three times per year for operation review.
Morale and motivation within the Service Department is accomplished, employees are satisfied and gaining skills all as a result of good personnel management.

Responsibilities

Establish and maintain an efficient, quality, and profitable department.
Support technicians with guidance, direction, and training.
Maintain and expand the client base.
Sell service.
Adhere to Company Policies and Procedures, safety, and sound judgment.
Efficiently schedule and organize customer and internal shop repairs.
Ensure correct and on-time delivery of repairs.
Oversee the work of technicians to assure correct pre-delivery/setup and mechanical repairs.
Keep abreast of work flow and job status by doing walk-arounds in the shop.
Meet deadlines.
Advise customers and Salesmen of shop repair estimates and any cost changes in pre-delivery.
Ensure communication with customers is in writing (note on the workorder) to support charges and work completed.
Provide technical support as needed to assist service technicians.
Assist in training of technicians and promote continual technical improvement.
Manage all paper flow: charges, internals, and warranties.
Ensure technicians are charging out time properly and labor descriptions are correctly stated on all service tickets.
Process all paperwork promptly.
Audit open document reports monthly.
Control non-productive time.
Manage technician’s labor and recovery rates, emphasizing productivity.
Maintain good credit policies, performing credit checks before work starts and assisting customers with financing options.
Coordinate field service/trucking and manage their performance.
Communicate on any delays and relay schedules for field servicemen.
Convey efficiency and innovative operation ideas with the Store Manager and initiate upon approval.
Share ideas with other store’s Service Managers.
Ensure any major operational change is approved by a Board Member.
Answer phone calls promptly and courteously, call customers as needed, and communicate with staff.
Solve problems immediately, escalating to the Store Manager when necessary.
Check over ALL units (sold, demos, and rentals) to ensure they are in “ready-to-go” condition.
Maintain an orderly incoming line, ready line, and clean/organized yard and offices.
Keep shop special tools up-to-date, manage tool room inventory, and ensure cleanliness.
Ensure all tool purchases have the Store Manager’s prior approval.
Maintain and keep current the service library manuals and bulletins.
Read all Service Bulletins or any other technical or policy information and review with personnel as required.
Actively participate in ASIST.
Manage the warranty claim procedures for all machines sold.
Ensure all campaigns are completed on time.
Establish and maintain a filing and storage system for warranty parts.
Follow return and disposal policies for warranty parts.
Complete or assist in flat rating as required.
Comply with all manufacturer policies regarding submission of warranty claims.
Manage the Service Advisor to ensure responsibilities and processes are completed timely and meeting Standards of Performance.
Manage expenses and overtime.
Maintain an inventory of necessary shop supplies, ensuring all purchases have Store Manager approval.
Work with the sales staff on reconditioning trade-in equipment.
Work with the Parts Manager to ensure parts required are available.
Conduct Service Department meetings as required (minimum 3 per year) to discuss operations and receive suggestions.
Manage the Safety Program for the department, ensuring compliance with USDOT, OSHA, EPA, and EEOC/ADA regulations.
Hold quarterly safety meetings.
Manage all service personnel, including hiring, reviews, corrections, dismissal, training, policies, motivation, quality, and productivity.
Ensure there is no form of discrimination or harassment in the workplace.
Assure that at least one person is qualified to fill any specific job position, including the Manager’s position.
Enforce professionalism in attitudes, actions, and dress.
Maintain the vehicle fleet and stress cleanliness.
Attend company or community functions that will benefit the dealership.
Perform any other duties as assigned by the Store Manager.