Service Operations Training Manager

Greenway Equipment•Marked Tree, AR

22h•Onsite

About The Position

The Service Operations Training Manager at Greenway is responsible for ensuring customer satisfaction, driving revenue, managing expenses, and achieving profitability targets for the Service Department. This role involves creating annual goals and budgets, executing marketing plans, and ensuring timely processing of service warranty and Product Improvement Program claims. The manager will schedule and assign jobs, coordinate logistics for units, review work orders, and manage customer on-farm visits. Daily communication with the Location Manager and other departments is crucial for efficient task completion and positive customer experience. Additionally, the manager oversees recruiting, staffing, and employee development, conducts annual performance reviews, and ensures compliance with company objectives and safety policies. The position also involves assisting with training plans for service personnel, resolving customer conflicts, operating and maintaining equipment, and ensuring a clean and safe work environment. Regular pre-shift meetings covering safety topics are also part of the role.

Requirements

3+ years of experience working in a service department
Basic Mechanical Knowledge
Experience operating vehicles, tools, and equipment for diagnostic purposes
Experience with basic computer functions
Experience leading, communicating, and working cooperatively in a team environment
Display problem solving skills such as emotional customers, conflict resolution and being able to compromise
Experience analyzing and interpreting internal and financial reports

Nice To Haves

Demonstrated experience consistently meeting performance metrics
Experience using Service ADVISOR™ or other computer based diagnostic repair tools

Responsibilities

Communicates, enforces, and monitors service department processes to ensure customer satisfaction
Responsible for driving revenue, managing expenses, and generating profitability which meets or exceeds budget for the Service Department
Creates annual location service department goals and budget, in alignment with the organization’s financial and operational objectives
Executes service department marketing plan with the direction from VP of Service Operations and Marketing manager
Ensures that all service warranty and Product Improvement Program claims are processed within the required timeframe to the central warranty processor
Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
Coordinates Logistics to and from all customers as well as internally and from suppliers to ensure units are received, setup/repaired, and delivered in a timely and efficient manner
Reviews work orders for completeness and accuracy prior to customer billing
Coordinates customer on farm visits with Location manager
Communicates daily with Location Manager, other departments, and other locations to ensure all tasks are completed as efficiently as possible in order to provide a positive customer experience
Manages recruiting, staffing and employee development activities for employees reporting to this position
Completes Performance Reviews with all subordinates at least annually to discuss Performance and Improvement needed
Ensures all company objectives and policies are communicated and implemented within the department
Assists with the development and training plans of service personnel and completes performance reviews of service staff along with location manager
Display problem solving skills with emotional customers, conflict resolution and being able to compromise
Operates and maintains vehicles, tools and equipment required to perform job responsibilities
Maintains a clean work area and performs work in a neat and orderly fashion
Ensures all Department Employees Follow all safety rules and regulations in performing work assignments
Completes all routine inspection and safety protocols for the department
Actively Participates in Location Safety Meetings and assists in all safety related tasks
Maintains knowledge of John Deere and competitive products
Responsible for maintaining operational safety, security, and appearance of company assets, building, and grounds
Performs morning Pre-Shift Meetings with Department employees & covers all Safety related topics