The Service Manager is responsible for the lifecycle experience as it relates to service, warranty and
telematics. They should be an experienced leader, with a strong technical aptitude and the ability to
organize, train and supervise personnel. They must be capable of managing the Ohio service operation,
including customer relationships, job dispatching, parts requisitioning, personnel, standards of
performance and work output to satisfy customer's service needs. The Service Manager is an integral
part of the overall management team.

BENEFITS PTO and holiday pay
 Medical and life insurance plans
 401(K)

POSITION RESPONSIBILITIES

 Oversee the Service Supervisor’s scheduling and dispatching according to priority, maintaining an
orderly work flow by leveraging the EBS and telematics systems, using unique segments and
corresponding job codes for each repair, adjusting throughout the repair cycle as necessary.
 Advise customers (external or internal) of necessary repair service including preparation and
authorization of quotes; make recommendations to customer for preventative maintenance and
upsell opportunities. Follow up as needed with updates or changes to repairs and quotes.
 Collaborate with the Sales team on equipment request forms, transfers, trade-in inspections and
branch transfers.
 Manage Service Department staff, including problem resolution, time-off request, uniforms, and
other areas as needed.
 Ensure that COD customers are managed according to company policy, including A/R issues that
require technical context to resolve customer disputes.
 Oversee equipment on the lot and facility maintenance, as well as resources and materials.
 Notify customer of present or potential issues and leverage technology to enhance the customer
experience and upsell services.
 Collaborate with customers, service, sales and parts staff to ensure timely and accurate
communication, with an emphasis on required documentation.
 Manage the open work order report and collaborate with Service Supervisors to achieve and
maintain 3 day closing targets.
 Act as the primary contact for technical support with vendors, effectively communicating and
managing internal team member needs.
 Collaborate with Service Supervisors on machine diagnosis and repairs, assisting with estimates,
quotes and customer communication.

 Oversee the administration of service bulletins, campaigns, IK kits and Confidence Plus PMs,
ensuring target goals and deadlines are met.
 Collaborate with Parts department to manage parts requisition, back orders and escalation process.
 Work with service suppliers and vendors to maintain optimal inventory of shop supplies.
 Collaborate with and support the Service Supervisors and Warranty Administrator to ensure
accurate documentation.
 Advise on the disposition of denied warranty claims and reallocations.
 Collaborate with the Training Coordinator and service team members to create individual training
plans that help achieve Vermeer Heartland training objectives.
 Provide accurate interpretation and description of customer complaints, providing preliminary
diagnosis and working with Service Supervisors to validate technician diagnosis resolves customer
complaints.
 Responsible for the safety of all service technicians and applicable work environments.
 Primary accountability to oversee and ensure the quality of work performed and CSX related to field
service work and maintain the highest standards.
 Monitor and maintain shop, service trucks and equipment repairs and cleanliness following 5S
practices.
 Collaborate with Parts and Service Management to file Quality Notification Forms (QNF) or Return
Material Authorizations (RMA) with Vermeer and other vendors as necessary.

POSITION SKILLS/ ABILITIES

 High-level of computer proficiency with demonstrated familiarization with EBS or equivalent
business operating system.
 Ability to multi-task and work efficiently in a fast-paced, high-demand role on a consistent basis.
 Excellent customer service skills with ability to turn negative situations into positive experiences
and opportunities.
 Excellent people management and communication skills for both internal co-workers and
external customers and suppliers.
 Available on short notice to work overtime as customer demand or Vermeer Heartland
operations dictate.

POSITION REQUIREMENTS 2 years of formal technical school training in hydraulics, electrical, gas/diesel engines and
structural systems, or equivalent experience.
 2 years of formal education in Business Administration or related field or equivalent experience
 3-5 years of experience as a service supervisor/manager experience, or equivalent in a
dealership environment.
 3-5 years of experience with Vermeer industrial equipment or equivalent commercial,
agricultural, or material handling equipment.
 Valid driver’s license and able to meet Heartland insurance providers qualifications.
 Ability to sit, stand, twist, lift and lower repeatedly and for extended periods in both internal
and external environments.

Learn more about our team and apply today at vermeerhl.com