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

Job Function:

Efficiently manage and direct all aspects of the Service Department operations in an up-beat manner that insures customer satisfaction and maximum profits for the dealership. Coordinate activities and cooperate with other departments of the dealership to best serve the service needs of the customer. Sell parts, labor and whole goods service 100% of the time.

Primary Responsibilities:

  1. Manages service operation within the dealership to maximize return on investment.

  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 departments 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 paper work for proper documentation to enable warranty and Product Improvement Program (PIP) claims to be submitted within the required time frame 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 the 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/yearly technician performance numbers with technicians.

  27. Develops a training plan and schedule for all service department employee’s.

  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 normal scheduled coffee breaks and on lunch hours.

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

  31. Any other work related duties assigned by Store Manager and/or Region Managers.