Service Operations Manager

Overview

Oversee service department operations, staff, finances, and customer satisfaction.

Key Responsibilities

• warranty claims
• work orders
• scheduling tools
• inventory management
• budget tracking
• customer satisfaction

Tasks

-Proactively meet with and engage customers each month to develop, maintain, and grow relationships in order to drive business growth and customer satisfaction. -Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service. -Ensure the service department is managed to company benchmarks for work-in-progress (WIP) and billing-in-progress (BIP). -Ensure the processing of warranty claims and timely monitoring of warranty sub-ledger for all pieces of equipment. -Effectively communicate and partner with the General/Store Management to grow and meet the projected financial and budgeted benchmarks. -Meet with Service Managers regularly to review department operations and financial performance, profitability, efficiencies, and employee matters. -Ensure work orders are charged out in a timely and in a profitable manner. -Mentor, coach, train and guide Service Managers in all service department management areas of responsibility. Emphasis on people management and developing skills related to hiring and performance management. -Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook. -Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set. -Create and monitor annual service department benchmarks and budget, in alignment with the company’s financial and operational objectives. -Support recruiting efforts, hire qualified team members, and develop the team. -Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources. -Review monthly Risk Management Report by location with the General/Store Manager. -Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to servicing the customer. -Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to effectively and efficiently achieve ethical business objectives. -Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members. -Ensure that the company/location reputation and image in the community is consistent with RDO Equipment Co. Core Values, and that business relationships with all stakeholders are not compromised. -Understand and communicate the Profit Sharing program to employees. -Work with the service team to ensure customer satisfaction through proper follow up and communication. Collaborate with all departments to resolve customer concerns. -Verify and drive accountability around effective use of the service scheduling and Ewalk tools to properly manage the flow of the work order process to completion. (customer, internal and warranty) -Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers. -Maintain inventory for company-purchased tools and follow checkout guidelines. -Coach and mentor service department employees. -Responsible for safety behavior, inspections, safety repairs noted during inspections, reporting, safety meetings, and all things safety for the entire store location.

Requirements

• leadership
• computer skills
• supervisory
• customer service
• college degree
• industry experience

What You Bring

-Demonstrate leadership in all aspects of the store. -Strong computer skills -Previous supervisory/management experience -Excellent customer service skills -Industry experience preferred -College degree preferred -Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship -Excellent oral and written communication skills

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Benefits

-$110,000-$145,000 / year -A comprehensive benefits package that supports your well-being. For more details and to view these offerings, visit RDO's benefits page. -32% bonus potential

About Rdo Equipment Co.

-They offer a wide range of new, used and rental equipment across agriculture, construction, forestry, environmental cleanup, irrigation systems, and advanced surveying technology. -Their dealer portfolio features top manufacturers: John Deere, Vermeer, WIRTGEN Group, Topcon and Carlson—backed by parts, service and technical support. -They also integrate cutting-edge machine control and positioning technology to boost efficiency and accuracy on jobsites. -Despite their size, they emphasize local presence—each branch serves its region and supports communities through deep customer partnerships.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship; must have valid u.s. work authorization.