Service Manager

Description

Parallel Ag proudly carries AGCO farm equipment plus a full line of parts to help all farming operations. With well-known brands such as Fendt, Massey Ferguson, Manitou, Gleaner, and more, you won’t find a more extensive inventory of field-ready equipment. Customers come to depend on Parallel Ag to get any job done and we are looking to add a highly motivated Service Manager to our team!

The Service Manager will perform scheduled service, repair, modifications, and total field support for commercial farming equipment while maintaining customer relations and supporting the work of other departments in the dealership. Their purpose is to continue learning the business and gain the knowledge and experience necessary to work within the framework of the Parallel Ag business model.

Summary:

The Service Manager position is responsible for managing the Service Department at one of the Parallel Ag locations.  This position is responsible for scheduling and managing repair orders and does so by managing the service professionals to facilitate maximum productivity while achieving customer satisfaction and economic goals.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Oversee daily activities of the department to maximize scheduling and real-time utilization of resources; analyzes and recommends service technician mix dependent upon customer needs
• Work with other store management to ensure smooth coordination of workflow processes for the service professionals and staff 
• Identify needs and receives direction regarding challenges and/or obstacles
• Enact contingency plans as needed in order to achieve customer service excellence;
• Respond to escalated issues/activities as necessary
• Identify potential problems, troubleshoot and escalate issues to senior management if needed
• Participate with senior management to post-analyze issues and offer input for future process improvements
• Review ongoing performance of employees taking appropriate action (operational, pay or corrective) as authorized by senior management
• Participate in daily, weekly, monthly and annual planning processes as needed
• Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
• Maintain a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency/effectiveness
• Project a favorable image of the company to promote its aims and objectives and foster and enhance public recognition and acceptance of all of its area of endeavors
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative course of action which may be taken
• Perform all necessary supervisory functions to effectively and efficiently manage the employees of the department
• Maintain a qualified staff
• Communicate areas of accountability and performance expected of employees assigned to department
• Determine standards of performance as a basis to review progress of employees assigned
• Recommend salary adjustments, transfers, promotions and terminations
• Ensure proper training of all Service employees assigned
• Foster a cooperative and harmonious working climate conducive to maximize employee morale and productivity
• Develop individuals for future advancement
• Perform other duties and responsibilities as required or requested

Supervisory Responsibility:

This position manages all employees of the service department and is responsible for the leadership, performance management and hiring of the employees within the service department.

Qualifications

Experience, Education, Knowledge, Skills and Other Requirements:

• High school diploma or the equivalent is required
• Advanced education such as a mechanical/technical Industry certificate or college degree is preferred
• Customer service in a mechanically oriented work environment (diesel engines, hydraulics) experience with farming or small construction equipment preferred
• Strong ability to communicate well both orally and in writing
• Ability to establish and maintain positive working relationships with co-workers, vendors and customers
• Ability to professionally manage difficult customer situations

Commitments:

• Service Oriented Our success revolves around customer service; we value service always as a priority.
• Honesty & Integrity We value honesty and integrity in every interaction whether it is with a customer or a coworker, no matter what.
• Committed & Passionate We are committed to our customers and the job they have to do. We are passionate in helping our customers achieve their goals
• Communication We strive to communicate to the best of our ability with customers, co-workers, manufacturers, and other stakeholders.
• Family We believe in family values including hard work, family time, and education. We treat everyone as if they are family.
• Pride and Confidence We are proud and confident in what we do and who we do it for.

Compensation and Benefits:

• Parallel Ag offers a generous compensation package
• 401k retirement plan with company match
• Health, Dental, Vision and Life insurance
• Vacation and sick time off
• Advanced training programs
• Day shift, with a safe work environment
• Parallel Ag is an Equal Opportunity Employer

Work Environment:

The job primarily operates in a workshop environment.  However, travel to a customer's location, other dealerships, and training sites will often be required.

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.

While performing the duties of this job, the employee is regularly required to talk and hear.  This job is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing.  The employee may be required to lift and/or move items over 25 lbs.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type / Expected Hours of Work:

This is a full-time position.  Days and hours of work are Monday through Friday, 8:00am – 5:00pm   Early morning, evening, weekend, and work on holidays may be required as job duties demand.

Additional Notes:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.