Service Manager

Job Title : Service Manager Reports To : General Manager

Summary of Primary Functions :

This position is responsible for maintaining a schedule of shop work, assigning personnel to specific work orders, giving work direction to Service Technicians in the repair of equipment, maintaining a schedule of field service work to be done while scheduling personnel for such, and maintaining a list of trucking to be done on pick-up and delivery of equipment

Essential Duties and Responsibilities : May include some or all of the following. Other duties may be assigned.

• Supervises all Service Department personnel
• Supervises the opening and closing of work orders for control of each shop job
• Maintains and monitors detailed records of time and performance of Service employees
• Monitors and schedules pick-up and delivery of equipment
• Frequently interacts with the customer to explain quotes and any changes within the quote prior to services being performed to ensure customer satisfaction
• Up-sells any service that is necessary to keep the product operating more efficiently and safely
• Stays current on product improvement programs from Deere
• Orders and maintains needed shop supplies
• Monitors customer satisfaction through phone calls and on-site visits
• Coordinates with Deere on programs, warranties and technical machine problems
• Interviews and selects qualified personnel
• Reports status of shop goal and objective achievement to either the GM
• Assists in planning and developing service marketing programs
• Acts as site safety coordinator in conjunction with Corporate Safety Manager
• Monitors training needs and provides for the delivery of such training as required

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Skill, and / or Experience Requirements :

Two-year certificate from college or technical school and five years of related experience desired. College degree preferred. Heavy equipment service experience may be substituted or combined with education.

Organization and communication skills must be highly developed. Computer skills need to be broad based.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra, statistics, and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

This person must possess a valid driver’s license and Forklift Certification.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to wet and / or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.

This job description does not include a complete listing of all the duties and functions of the position. Management reserves the right to assign other duties or projects as necessary.

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