The Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time. The primary job of the Service Manager is to keep the pipeline filled with work. The Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual will coordinate activities and cooperate with other departments of the dealership to best serve the needs of the customer and employees. They will supervise technicians and ensure an excellent customer experience.
Job Responsibilities/DutiesKeep the pipeline filled with work, manage customer experience to exceed benchmarksExecute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, expense control, and an outstanding customer experienceSchedule and assign jobs and work areas to employees in the service department according to their skills and knowledge. Schedules and maintains mass channel relationshipsResponsible for creation of a professionally prepared invoice by using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billingReview work order segments and ensure they include correct partsVerifies pick-up and delivery charges are properly charged per HTI requirementsFields internal and external customer inquiries to the service departmentMaintains service department filing and records related to equipment manualsWork with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.Manage work in Process (WIP) to less than 5% of total service salesMonitor technician progress on jobs and engages other resources to improve job efficiencyWork with transportation department to maintain vehicle maintenance files in accordance with DOT regulationsPrepare and conduct performance reviews with techniciansMaintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer service
Qualifications
Experience, Skills, and Knowledge:
Basic knowledge of accounting practicesAbility to use standard John Deere applications, Microsoft Office, and internet functionsKnowledge of office proceduresGeneral understanding of mechanical/technical terms is preferredHigh School diploma or equivalent experienceWorks in a standard office environment, including consistently viewing a computer monitor and using keyboard/mousePhysical requirements include lifting at least 10 lbs.
