Location: Plover, WI
Type of Employment: Full Time
Reports to: Corp. Aftermarket Manager, Service Operations & Processing Manager, & Ownership.
Supervises: Service Technicians, Service Writer
The Service Manager is responsible for generating profit within the service department by creating and maintaining healthy relationships with customers, completing work orders and invoices, preparing warranty claims, reporting and minimizing aged work-in-process, maintaining service records and quality control records, completing job status reports, maintaining current billing cycle, giving yearly performance reviews, determining labor needed, assisting with diagnosing technical machine issues, working with employees to obtain training, conducting safety meetings and other general service department duties as directed by Corp. Service Management.
- Administrative –
- Maintain department communication to complete work and grow service labor sales.
- Utilize various computer programs and John Deere communication tools as resources.
- Plan work schedule. Ensure service technicians know what they should be working on daily as well as upcoming jobs.
- Maintain a clean, orderly, and safe work area and appearance.
- Manage –
- Determine labor needed in preparation for work loads.
- Ensure Service Department is productive and profitable.
- Maintain billing cycle efficiencies, expenses, and gross margins.
- Regularly runs work in process reports to prevent aging work orders.
- Works with Corp. Managers and/or Manufacturers to communicate difficult machine issues.
- Assists factory and engineers with diagnosing technical machine issues.
- Gives yearly performance reviews for department technicians with assistance of Corp Manager.
- Service –
- Ensure completed service data on all invoices.
- Opens and closes work orders in a timely manner to minimize aged work-in-process.
- Works with technicians on what customer repairs are needed and advises customers of replacement parts as necessary.
- Occasionally tests products and equipment after repair or assembly to ensure proper performance and compliance.
- Verifies technicians are properly writing up service reports and filling in the 3 C’s for work order processing.
- Ensures all warranty work orders are submitted within required time frames and that all required information is within the warranty claim.
- Utilize Marketing Service Times (MST’s) to quote jobs.
- Maintain current knowledge of Company and competitor products.
- Maintain condition of service vehicles, inventory, tools, and equipment.
- Maintain and upkeep shop facility. Report major issues.
- Read and understand operating manuals, blueprints, and technical drawings.
- Work with customer invoicing problems.
- Read and understand financial operating statements.
- Assist with other duties assigned and directed by corporate management within the framework of Brooks Tractor Inc’s objectives.
- Training –
- Work with employees in obtaining technician certification and complete training needs.
- Conduct monthly safety meetings.
- Inventory Control –
- Maintain department tool inventory, identify tooling needs or requirements.
Skills, and Knowledge
- Able to affectively lead in a team environment.
- Strong focus on supervising a group of service technicians.
- Able to understand technician efficiency reports and how to use them to better manage a service department team needs.
- Strong focus on customer service.
- Strong knowledge using computers and computer programs. (Microsoft Excel, Word, Outlook. Experience with business systems a plus.)
- Attention to details.
- Able to communicate effectively as appropriate for the needs of customers or coworkers.
- Meet commitments and deadlines.
- Strong time management skills and ability to work in a fast-paced environment.
- Able to organize and prioritize numerous tasks and complete then under time constraints.
- Ability to interact professionally with other employees, customers, and venders.
- Ability to use interpersonal skills necessary to communicate by email and telephone to provide information with courtesy and tact.
- Able to adapt to new technology quickly and troubleshoot basic problems.
- Ability to analyzing and interpreting data and reports.
- Valid driver’s license required.
High school diploma or GED required. Two-year certificate from a college or technical school for Diesel Maintenance and at least five years related experience within the equipment industry. Prior management or service management experience is a plus.