Job Description:

Purpose:

Oversees service operations within the dealership to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

o Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge

o Assists with the development and training of service personnel and completes periodic and annual performance reviews of service staff, along with monitoring monthly efficiencies and productivity reports

o Communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction

o Monitors service sales on a monthly basis to ensure achievement of budgeted sales and profit goals

o Participates in the development and execution of the Corporate Service Marketing Plan

o Assists in customer clinics, field days, and related promotional events as necessary

o Reviews work orders for completeness and accuracy prior to customer billing

o Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit; coordinates with Corporate Customer Support Manager and Corporate Aftermarket Manager on any issues to resolve them in a timely manner

o Ensures all departmental tools, equipment and vehicles are in good working order

o Manages recruiting, staffing and employee development activities for employees reporting to this position

o May assist the Corporate Aftermarket Manager and Corporate Customer Support Manager in developing processes and procedures and to develop and follow and annual Service Department budget

Experience, Education, Skills and Knowledge:

o 3+ years experience in Service Department operations

o Ability to use standard desktop load applications such as Microsoft Office and internet functions

o Ability to write and speak effectively to individuals and groups

o Familiar with John Deere and competitive products

o Ability to analyze and interpret internal reports

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o Ability to work extended hours and weekends

o Excellent customer service skills

o High School Diploma or equivalent experience

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