Service Manager

at  Heritage Tractor Inc

Purpose:
The Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time. The primary job of the Service Manager is to keep the pipeline filled with work. The Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual will coordinate activities and cooperate with other departments of the dealership to best serve the needs of the customer and employees. They will supervise technicians and ensure an excellent customer experience.

Responsibilities:

• Keep the pipeline filled with work, manage customer experience to exceed benchmarks
• Execute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, expense control, and an outstanding customer experience
• Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge. Schedules and maintains mass channel relationships
• Responsible for creation of a professionally prepared invoice by using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
• Review work order segments and ensure they include correct parts
• Verifies pick-up and delivery charges are properly charged per HTI requirements
• Fields internal and external customer inquiries to the service department
• Maintains service department filing and records related to equipment manuals
• Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
• Manage work in Process (WIP) to less than 5% of total service sales
• Monitor technician progress on jobs and engages other resources to improve job efficiency
• Work with transportation department to maintain vehicle maintenance files in accordance with DOT regulations
• Prepare and conduct performance reviews with technicians
• Maintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer service

Experience, Education, Skills and Knowledge:

• Basic knowledge of accounting practices
• Ability to use standard John Deere applications, Microsoft Office, and internet functions
• Knowledge of office procedures
• General understanding of mechanical/technical terms is preferred
• High School diploma or equivalent experience
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
• Physical requirements include lifting at least 10 lbs.

• Keep the pipeline filled with work, manage customer experience to exceed benchmarks
• Execute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, expense control, and an outstanding customer experience
• Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge. Schedules and maintains mass channel relationships
• Responsible for creation of a professionally prepared invoice by using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
• Review work order segments and ensure they include correct parts
• Verifies pick-up and delivery charges are properly charged per HTI requirements
• Fields internal and external customer inquiries to the service department
• Maintains service department filing and records related to equipment manuals
• Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
• Manage work in Process (WIP) to less than 5% of total service sales
• Monitor technician progress on jobs and engages other resources to improve job efficiency
• Work with transportation department to maintain vehicle maintenance files in accordance with DOT regulations
• Prepare and conduct performance reviews with technicians
• Maintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer servic