SERVICE MANAGER

Description

SUMMARY/OBJECTIVE:

The Service Department Manager is responsible for overseeing the Service department’s records, personnel, equipment, inventory, and budget. Service Department Manager will perform the following tasks in a way that reflects H&R Agri-Power’s mission to provide quality products/service at a fair price to afford a reasonable return on assets.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Collaborate with Service Coordinator to develop, implement and maintain effective processes within the department to ensure it continues to operate efficiently, remains profitable, and all customer expectations are met.
2. Retrieve incoming work orders and assign to appropriate service technician by coordinating skill levels with customer repair needs.
3. Oversee that all internal and external equipment repairs and/or maintenance performed adheres to company and brand specific procedures.
4. Maintain and facilitate a safe work environment and ensure that all personnel are following company and government safety regulations while performing their job.
5. Review and maintain all repair orders for accuracy and completeness prior to customer billing.
6. Manage items leaving the Parts department, check for appropriate billing and all returns and cores from service are handled properly.
7. Facilitate technician’s and customer’s availability to schedule field and shop repairs and/or maintenance to guarantee all work is done in a timely manner and maintain customer satisfaction.
8. Help determine appropriate charges for materials and labor for each customer or internal account.
9. Identify, analyze, and comprehend schematics, charts, and mechanical/technical procedures.
10. Assist in submitting all service warranties by indicated time to receive maximum credit allotted.
11. Inspects all interdepartmental equipment, tools, and vehicles to verify they are operating at 100%.
12. Maintain open and clear lines of communication with other department heads to aid in creating one cohesive, efficient, and high-achieving team.
13. Manage department budget in a responsible and advantageous manner.
14. Attend all training as assigned and maintain the highest levels of knowledge of changing practices and standards, equipment, and parts.

Qualifications

EXPERIENCE/EDUCATION REQUIREMENTS:

• 5 years of management experience.
• 7 years of experience operating or repairing heavy equipment.
• 3 years’ experience in customer service.
• In-depth experience utilizing multiple computer data bases, Outlook, and Excel.
• Experience managing departmental budgets, equipment, and with financial principles as applied to a Service department a plus.
• Agriculture background a plus, but not required.
• High School Diploma or Equivalent.

QUALIFICATION REQUIREMENTS: 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.

• Individual must be able to maintain a high degree of professionalism and courtesies while interacting with customers.
• Willing and able to operate in and promote a customer and team driven environment.
• Possess an ability to lead others productively and encourage motivation in team members.
• Efficient multi-tasker
• Has a positive attitude
• Communicates clearly and concisely one-on-one or within a group.
• Ability to read, comprehend and interpret internal reports.
• Possess first-rate customer service skills and lead as an example for your team.
• Solves problems using logical and critical thinking.
• Must be competent and able to set work priorities and work independently.
• Able to satisfactorily carry-out written and verbal directions.
• Computer skills
• Acquired mechanical and technical knowledge.
• Must have a valid driver’s license with a clean driving record.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee or with reasonable accommodation to successfully perform the essential functions of this job.

• Ability to move around the dealership building and grounds without assistance.
• Ability to repeatedly bend, crouch, kneel, stand, reach, grasp, strain, crawl, walk or climb.
• Ability to climb in, out of and under equipment.
• Ability to operate all equipment and tools in a safe and proper manner.
• Ability to lift 10 pounds on a normal basis, lift 25 pounds frequently and seldomly lift up-to 75 pounds.
• Possess a visual acuity that will allow you to see small cracks, holes, and parts.
• Ability to work in a non-climate-controlled environment or outside in inclement weather.