Service Manager

Description

• Follow and understand all of our manufacturer partner’s guidelines, processes and expectations.
• Maintain and demonstrate the knowledge of the RDO Equipment Co. Service operations and procedures model.
• Respond and follow up with employee issues and/or concerns.
• 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.
• Effectively utilize the service scheduling and Ewalk tools to properly manage the flow of the work order process to completion. (customer, internal and warranty)
• Responsible for facilitating proper annual employee reviews, 1:1 meetings and quarterly Career Path Level (CPL) meetings.
• Coach, mentor, and communicate job expectations to service department team members.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Lead and take ownership of management responsibility relating to hiring, performance management and overall people management with assigned Service Technicians.
• Proactively seek customer feedback, anticipate problems and respond promptly.
• 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.
• Handle warranty claims, including computation of charges, partner with the Central Warranty Department on the submission and follow-up of all warranty claims.
• 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.
• Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.
• Responsible for ensuring that sound and safe business practices and processes are implemented and are continuously improved to effectively and efficiently achieve ethical business objectives.
• Review and approve the daily timecards for employees.
• 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.
• Assign and schedule jobs and work areas to Service Technicians according to their skills and knowledge.
• Demonstrate leadership in day-to-day management of the Service Technicians under their direction.
• Assist and support all aspects of the service department in support of the responsibilities of the Service Operations Manager.
• 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.
• Effectively utilize company provided tools, i.e. Work Order Scheduler, Ewalk, Precise, DTAC, Service Advisor, Service Advisor Remote etc.
• Review and process all repair work orders for accuracy and completeness concerning parts, materials, labor, and approve the release of equipment for delivery to the customer.
• Maintain technical and product knowledge on all equipment sold within the dealership’s area of responsibility.

Requirements

• Excellent computer skills
• Excellent time management, problem solving and organizational skills
• High school and/or technical school education preferred
• Previous supervisory/management experience preferred
• Technical knowledge
• Excellent oral and written communication skills
• Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship
• Excellent customer service skills

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance