Service Manager - CO
About The Position
The Service Manager is responsible for the overall gross profit and profitability of the service department while building a sustainable, customer-centric organization. The role involves developing and managing the department’s people, processes, and systems, and overseeing daily service operations, customer relationships, department performance, and financial results. The manager works with technicians, customers, JCB North America representatives, and the Branch Manager to coordinate service work, resolve issues, maintain effective workflows, and achieve service objectives. The position is based in Commerce City, Colorado, and is full-time, salaried, and exempt.
Requirements
- Five to seven years of management and/or leadership experience within the industry.
- High school diploma or GED.
- Ability to multitask effectively.
- Strong attention to detail and problem-solving ability.
- Ability to meet processing deadlines and prioritize work.
- Strong organizational skills and resourcefulness.
- Proficiency with Outlook, Microsoft Word, and Excel, and ability to learn internal systems.
- Excellent written and oral communication skills.
- Ability to work in a fast-paced environment.
- Excellent customer service skills.
- Dependability and reliability.
Nice To Haves
- Bachelor’s degree.
- Passion for customer service and a desire for continued growth.
Responsibilities
- Oversee day-to-day service department operations, including timely technician dispatch, accurate service quotes, efficient customer and internal billing, and reduced rework through improved service quality.
- Process and complete work orders in the dealership operating system, ensuring labor and parts are accurately recorded.
- Complete warranty work orders as required by JCB North America.
- Serve as the primary point of contact for customers and JCB North America representatives regarding machine progress, technical concerns, and service information by email, text, or phone.
- Meet weekly with the Branch Manager to review machine status and weekly and monthly service objectives.
- Respond promptly to questions, concerns, and requests for updates, and follow company processes and timelines.
- Develop and improve workflows for warranty processing, quotes, billing, and service work orders from opening through completion.
- Resolve escalated customer issues and provide leadership and training to address their root causes.
- Understand Dealer Service Excellence metrics and implement processes to achieve goals related to training, warranty achievement, machine health checks, multi-point inspections, pre-delivery inspections, and business management systems.
- Set measurable goals, define processes, and promote accountability through coaching and ongoing performance management.
- Participate in repairs as needed and requested.
- Staff the department to meet service needs and foster a positive, team-oriented environment.
- Improve communication and processes with sales personnel to support sales growth.
- Meet monthly, quarterly, and annual service objectives and metrics.
- Manage service department profit and loss, including controlling expenses and lost time, identifying improvement opportunities, and maximizing profitability against forecasts and budgets.
- Create and maintain service metric reports as requested.
- Research and develop techniques and procedures to improve service department efficiency.
- Communicate, comply with, and enforce company policies and procedures, including safety, accident reporting, and employee handbook guidelines.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Employer-sponsored short- and long-term disability coverage
- Employer-sponsored basic life insurance
- Voluntary life insurance
- Flexible spending accounts
- 401(k) with a company match of 50% of the employee’s contribution, up to 6% of current salary
- Career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
