Service Department Manager

Department: Lawn and Garden Service

Direct Reports to: Aftermarket Manager

Supervises: Service Technicians, and Service Staff

Responsible for service department operations within the store location to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales, exercises disciplined expense control and ensures department cash flow. Attracts, retains, and effectively engages department personnel.

• Schedules and assigns jobs and work areas to Team members in the Service Department according to their skills and knowledge
• Assists with the development and training of service personnel and completes performance reviews of service staff
• Communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction
• Monitors service sales frequently to ensure achievement of budgeted sales and profit goals
• Participates in the development and execution of the Corporate Service Marketing Plan
• In a timely manner, reviews work orders for completeness and accuracy prior to customer billing
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Manages recruiting, staffing, scheduling, reviews and employee development, including disciplinary actions for employees reporting to this position
• May assist the Corporate Service Manager in developing processes and procedures and to develop and follow an annual Service Department budget
• Ensures that the customer, Company and technician are all fairly represented
• Manages ongoing relationships with key John Deere personnel
• Demonstrates a genuine concern for Company as a whole by promoting teamwork and maintaining positive attitude
• Exhibits outstanding communication skills and cooperates with other departments and locations within company
• This job description is not intended to be all inclusive and employee will also perform other reasonable related business duties as assigned by immediate supervisor or other leadership as required. Company reserves the right to revise or change job duties and responsibilities as the need arises.

• 3+ years’ experience in Service Department operations
• Ability to use standard desktop applications such as Microsoft Office and internet functions
• Ability to write and speak effectively to individuals and groups
• Familiar with John Deere and competitive products is preferred
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends
• Excellent customer service skills
• High School Diploma or equivalent experience