Job description
Position Specifics:
Department: Service
Reports to: Aftermarket Manager
Supervises: Service Managers
The location of this position is flexible and may include options for placement at one of our Central Gooseneck Implement Store locations.
Purpose:
Manages Service Manager Team(s) for the organization to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor, part sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.
Responsibilities:
- Develops, communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction
- Identify and drive continuous service process improvements
- Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives
- Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of organizational goals
- Coordinates customer clinics, field days, and related promotional events
- Prepares and analyzes Service department reports; uses data to help drive improvement and growth
- Manages recruiting, staffing, and employee development activities for Service Managers and Techs
- Resource for Service Manager to help resolve work order issues and customer complaints
- Responsible for customer follow-up on service accounts receivable
- Follow up on customer surveys
- Serves as primary contact for John Deere service-related items
- Strives to achieve continued growth by asking for the business
- Delivers the Gooseneck Experience
Experience, Education, Skills and Knowledge:
- 5+ years’ experience in Service Department operations
- Ability to use standard desktop load applications such as Microsoft Office and internet based functions
- Strong communication skills with customers and direct reports
- Ability to write and speak effectively to individuals and groups
- 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
- Excellent customer service skills
- High School Diploma or equivalent experience
“In accordance with Federal law and the U.S. Department of Agriculture’s policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, disability, religion, sex and familial status. (Not all prohibited bases apply to all programs.) To file a complaint of discrimination, write to: USDA, Director, Office of Civil Rights, 1400 Independence Avenue, SW, Washington, DC 20250-9410 or call 800-795-3272 (voice) or 202-720-6381 (TDD).”
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