What are the responsibilities and job description for the Divisional Service Director - MO/IL position at Sydenstricker Nobbe Partners?
Position Specifics
Department: Divisional Leadership
Reports to: VP of Service
Supervises: Service Managers
Purpose
Leads the Divisions Service teams for the organization to maximize return on investment by optimizing Service processes to ensure internal and external customer satisfaction. Grows profitable service labor and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.
Responsibilities
Creates annual Service department goals and budget, in alignment with the organizations financial and operational goals for the locations within the Division.
Develops, communicates, enforces, and monitors effective Service department processes to ensure internal and external customer satisfaction.
Identify and drive continuous service and process improvements.
Identify new opportunities and develop actionable plans to grow service revenue.
Prepares and analyzes Service department reports; uses data to help drive improvement and growth.
Manages recruiting, staffing, and employee development activities for the Divisions Service Department, with the support of the HR team.
Resource for Service Managers to help resolve work order issues and customer complaints.
Proactively seek and participate in available companysponsored training, in an effort to develop and advance knowledge base and skill set.
Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
Ensure that companys reputation and image in the community is consistent with company Core Values.
Experience, Education, Skills and Knowledge
5 years of experience in Service department operations
Ability to use standard desktop load applications such as Microsoft Office and internet-based applications
Strong communication skills with customers and direct reports
Ability to write and speak effectively to individuals and groups
Ability to lead teams and hold people accountable
Familiar with John Deere and competitive products
Strong understanding of financial principles relative to Service department operations
Ability to analyze and interpret internal reports
Ability to work extended hours and weekends as needed
Excellent customer service skills
Bachelors Degree or equivalent experience
Success Profile
Within your region
Technician performance numbers meet or exceed targets for productivity, efficiency and billed hours.
Service and Parts profitability meets or exceeds the established goals for your region
Achieves 100% or greater Absorption factor
Customer experience net promoter score of 80% or greater
