C & B Operations, LLC Service Manager in Gettysburg, South Dakota

Description

C & B Operations has an opening for a Service Manager at its John Deere Dealership in Gettysburg, SD. The Service Manager is responsible for managing the Service Department, including maximizing internal and external customer satisfaction, growing profitable service labor sales, exercising disciplined expense control, attracting and retaining outstanding talent, and motivating and engaging employees to be the best in the business.

Primary Responsibilities:

  1. Manages service operation within the dealership to maximize profits for the dealership.

  2. Optimizes Service Department processes to ensure external and internal customer satisfaction.

  3. Profitable growth of service labor sales.

  4. Exercises disciplined expense control to stay within budget developed.

  5. Creates annual Service Department goals and budget in alignment with the organization’s financial and operational objectives.

  6. Develops and executes Service Department marketing plan and monitors monthly results to ensure achievement of the department's goals.

  7. Takes the lead in sharing best practices and implementing common processes throughout the service department.

  8. Coordinates, develops and leads customer service clinics and related events.

  9. Reviews all paperwork for proper documentation to enable warranty and Product Improvement Program (PIP) claims to be submitted within the required timeframe and receive maximum credit.

  10. Reviews all RO’s for accuracy and completeness in concerning parts, material, and labor, receives payment and approves the release of equipment for delivery to the customer in a timely manner to control WIP.

  11. Maintains all department tools, equipment, and vehicles in good working order.

  12. Recruits, hires, and retains key talent by maintaining employees and individual development plans.

  13. Coordinates and resolves interdepartmental issues with the Sales and Parts Departments.

  14. Directs any assistance in the diagnosis of machine problems of technicians and apprentices and provides instruction as required.

  15. Coordinates and schedules all service work, in the country, phone calls, and sales department requests.

  16. Promotes customer loyalty and goodwill and protects dealerships image to increase dealership CSI.

  17. Assigns jobs and work areas to employees according to their skills and knowledge.

  18. Develops quotes for re-conditioning of used equipment and set-up of new equipment.

  19. Addresses the changes of scheduling to fit the needs of the sales department and customers.

  20. Handles all customer complaints in the service department and technicians.

  21. Reviews department performance and personnel matters with the Store Manager on a regular basis.

  22. Schedules the field service work to achieve a timely service for the customer and still use the service mileage wisely.

  23. Schedules the hauling by the semi to keep the truck loaded 80% of the time.

  24. Avoids allowing personal affairs to interfere with daily activities.

  25. Conducts yearly employee performance evaluations.

  26. Shares monthly and yearly technician performance numbers with technicians.

  27. Develops a training plan and schedule for all service department employees.

  28. Keeps service office open with the light on, organized, with a neat and clean appearance.

  29. Enforces a no smoking policy in the building, allowing individuals to smoke only outside the building during scheduled coffee and lunch breaks.

  30. Enforce the use of safety glasses in designated areas within the service department.

  31. Handles any other work-related duties assigned by Store Manager and/or Region Managers.

Qualifications

Education

Required

  • High School or better

Licenses & Certifications

Required

  • Valid Drivers License

Experience

Required

  • Ability to speak one on one and within a group.

  • Ability to analyze and interpret internal reports.

  • Basic understanding of financial principles relative to Service Department operations.

Preferred

  • Previous work experience in Service Department operations.

  • Ability to use computer applications such as Microsoft Office suite and internet functions.

  • Familiarity with John Deere and competitive products.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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