Service Manager

Castongia Tractor Valparaiso • Valparaiso, IN

23h • Onsite

About The Position

The Service Manager is responsible for the safe, efficient, and profitable operation of the Service Department. This role involves advising the Store Manager/General Manager/Dealer on departmental interests, ensuring customer satisfaction, and resolving customer complaints. Key leadership duties include recruitment, screening, and hiring of service personnel, maintaining communication with Service Writers and other Service Managers, and managing all necessary reports to audit department and employee performance. The Service Manager oversees the scheduling of service work, ensures compliance with manufacturer warranty programs, and maintains special tools and service equipment. Additionally, the role involves making recommendations for the upkeep of service resources, coordinating training programs, assisting with customer clinics and promotions, and maintaining a professional image of the dealership. The manager is also responsible for maintaining and generating quotes and service pricing guides, providing customer follow-up, and ensuring timely communication regarding work orders. This position requires proactive collaboration with other departments to enhance customer experience and adherence to company core values. Specific tasks include assisting with annual service budget development, monitoring monthly departmental metrics and technician efficiency reports, developing weekly labor allowance and rework logs, visiting customers to promote sales, and daily management of work orders, customer profiles, purchase orders, invoices, and employee time tracker reports. The Service Manager also assists technicians with machine diagnosis and ensures a safe, clean, and organized work environment.

Requirements

• 5+ years work related experience
• Ability to write and work on routine reports and correspondence
• 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, collects data, establish facts and draw valid conclusions
• Computer skills
• Strong organizational skills

Nice To Haves

• Previous supervisory or management experience preferred

Responsibilities

• Responsible for safe, efficient and profitable operation of the Service Department
• Advises and makes recommendations to the Store Manager/General Manager/Dealer with respects to the best interest of the Service Department
• Responsible for Service Department Customer Satisfaction
• Negotiates customer complaints to a satisfactory conclusion
• Provide the leadership role regarding recruitment, screening and hiring of service personnel
• Maintain good communications with Service Writer and other store Service Managers
• Maintain all management reports necessary to audit the performance of department and individual employees
• Oversee a priority system for scheduling all service work, both customer and internal
• Ensure that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements in a timely manner
• Ensure that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order
• Make recommendations regarding the upkeep of Service resources including Buildings, Service vehicles, grounds and oversee the maintenance of the fleet in a manner to provide a profitable operation
• Coordinate department training program
• Assist in the development and administration of service-related customer clinics
• Assist with marketing and service promotions
• Always conduct self so as to present a professional image of the dealership
• Maintain quotes and service pricing guides
• Generate new guides as needed or required
• Calculate quotes for customers as needed
• Provide follow-up to customers after completion of repairs or service
• Regular and timely communications with Service Clerk on work orders
• Perform other functions or duties as directed by management in line with the objectives of the dealership
• Maintaining the dealership incentive program
• Proactively works with other employees and Departments to give the customer a positive experience in ways that promote respect and teamwork
• Understand and follow the company core values and mission when working with customers, other departments and with all stakeholder group
• Provide backup support for shop foreman’s primary duties
• All other duties assigned by Management
• Assist with developing and following an annual service budget to provide realistic, attainable and measurable service profit goals compatible with overall Dealership financial and operational objectives
• Monitor key departmental metrics to assure achievement of departmental goals
• Prepares Service Technician efficiency reports
• Develop and maintain service labor allowance and rework log
• Visit customers to promote service and parts sales
• Continual maintenance of work orders to ensure timely completion of customer billing
• Open and maintain new work orders as needed
• Monitor customer profiles for current and accurate data provided on work orders
• Issue purchase orders for all outside vendor purchases
• Post invoices to proper work order
• Monitor and review employee time tracker reports
• Resolve any discrepancies in a timely manner
• Communicate consistently with parts and sales departments to ensure all service related issues are handled in a timely manner
• Assist technicians as needed in the diagnosis of machine problems and provide instruction as required
• Monitor work areas to ensure safety, cleanliness and organization
• Communicate service issues to technicians

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees