What are the responsibilities and job description for the Parts and Service Support Manager position at McCoy Construction & Forestry?
About the Company
McCoy Construction & Forestry, a John Deere dealership group with 25 locations across the Midwest and East South Central Regions, has an opening for a Parts & Service Support Manager.
About the Role
The primary function of the Parts & Service Support Manager is to drive consistent execution of product support processes through process development, onboarding of new employees, ongoing training & support, and systems expertise. Consistency among branch locations will be a key focus area for this position. The role will also support strategic product support initiatives such as job code authoring in Expert Services, Machine Inspections in the Expert App, service and parts scorecards, Product Support handbook, and others.
Responsibilities
Provide onsite training for new parts & service hires on the programs and processes their role requires
Provide training for all parts & service employees on new systems when adopted
Provide onsite and offsite support for our employees for the programs and processes in place
Provide support for all employees on correct action guidance when situations arise
Provide training and support for service managers and service supervisors for technician support : Provide information on tech labor performance and how to improve, Provide information and support during tech evaluations, Provide reference and training on Service ADVISOR and local program support
Support new service / parts process development
Develop process flow documentation
Plan & Create jobs within Expert Services
Resident expert in Service Delivery / Service Operations and EQUIP
JDU Administration
Deere Bulletin Distribution (NMQ, PIPs, Aftermarket Programs)
Service Vehicle Management – monitor total cost of ownership
MyMcCoy Administration
Provide communication with John Deere Channel IT support on John Deere systems
Work with John Deere Channel IT support to resolve issues with software and processes
Provide technical support on work orders, parts tickets and help create solutions for issues
Provide ideas and solutions to increase parts and service sales and increase absorption for those departments
Any other duties as delegated by senior management
Qualifications
Degree in an Engineering / Technology / Marketing discipline or equivalent experience (University Degree (4 years or equivalent)
Minimum of 3 years related Equipment experience and / or training; or equivalent combination of education and experience
Demonstrated EQUIP and Service Delivery skills (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research / break new ground, develop new applications, and provide expert support for other practitioners)
Willingness to travel (Up to 60%)
Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others)
Demonstrated capability to train and onboard new employees
Good interpersonal, negotiation and conflict resolution skills
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