Director of Service

Overview

Oversee and grow service operations, ensuring profitability, customer satisfaction, and compliance.

Key Responsibilities

• work orders
• kpi monitoring
• it systems
• labor budget
• customer messaging
• sop creation

Tasks

-Establish objectives and measurable criteria to achieve double digit service revenue growth organically. -Ensure ongoing utilization of OEM provided training tools to establish best in class technician qualification programs. -Utilize department specific KPIs to monitor, measure, and ensure service department is operating above target levels. -Should include initiatives for customer sales / internal and planned maintenance programs (warranty). -Ensure work order management meets Company standards. -Set the standard for repetitive, reliable customer service expectations Companywide. -Set initiatives and marketing promotions (in conjunction with the Marketing Department) to drive Service revenue growth and planned maintenance programs for service work. -Work closely with PSSRs to identify growth opportunities in order to meet or beat industry growth standards -Effectively utilize OEM and supplier IT systems (Service Operations) to efficiently access information for customer service needs. -Establish labor budgets and staffing models for service branches, along with continually monitoring of overtime spend, labor utilization and labor proficiency. -Establish, continually monitor, and implement competitive door labor rates Companywide. -Ensure service labor margins (Gross and Net) are maintained at or above the target levels. -Establish, implement and oversee customer support connections and communication strategy (Text Messaging / Customer Communication Strategy) -Maintain competitive pricing for labor rates and hours of operations. -Work closely with General Service Managers of each regions and PSSRs to identify growth opportunities in order to meet or beat industry growth standards. -Develop training documents for all roles of Service operational employees for reference, and work closely with General Service Managers to ensure ongoing training goals are achieved. -Responsible for establishing accurate and useful service department KPIs (weekly and monthly) in order to drive performance improvement initiatives, as needed. -Work in concert with executive leadership team to establish industry leading customer service organization which provides the highest quality service levels with consistency Companywide. -Work with in conjunction with Warranty Department and Warranty Managers to ensure the timely filing and collecting of all warranty claims. -Create Standard Operating Procedures (SOP) documents for all Service Department roles and ensure compliance Companywide. -Ensure service technicians meet annual qualifications of OEM and Company. -Work closely with executive leadership to maintain pipeline of service managers. Screen service candidates prior to hiring and minimize employee turnover within service organization. -Plan, develop, organize, implement, direct and evaluate the target revenue goals of the Company for Service. -Drive customer service satisfaction with ongoing work order management, work order follow up, and corrective action plans as necessary.

Requirements

• excel
• powerbi
• dynamics
• bachelor's
• 10+ years
• leadership

What You Bring

-Experience at dealership business with 10+ locations (multi-state preferred) -Strategic level leadership experience is a plus. -Ability to interact and communicate effectively with Executive Management, various OEM partners, as well as entry level personnel is required. -Ability to apply concepts of basic algebra and statistics. -Conformance to OEM dealer Standard of Excellent requirements. -Advanced knowledge of Microsoft Excel, Dynamics, PowerBi, Word, and Outlook. -Ability to effectively present information and respond to questions from groups of managers, customers, and the general public. -Experience in construction equipment, forestry equipment, agriculture and/or roadbuilding industry. -Management experience in a dealership environment, similar to Dobbs (John Deere C&F preferred) -The ability to multi-task and prioritize are paramount. -Service Managers and technician workforce is knowledgeable on latest OEM products, warranty protocol and services. -Management, organization, and communication skills must be highly developed. -Experience at dealership or business with $100MM+ service sales operations. -Ability to make decisions which will have significant impact of strategic management of company’s parts inventory assets. -Bachelor’s Degree -10+ years of experience in management and industry -Ability to compute, analyze, and interpret financial figures associated with the Company’s parts sales and inventory stocking strategy. -Ability to solve practical problems and deal with a variety of concrete variables in situations where standardization exists. -Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. -Ability to write reports and business correspondence.

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Benefits

-Service department facilities (and Service vehicle fleet) are all well maintained.

About Dobbs Equipment, Llc

-Founded with a mission to provide high-quality heavy equipment for large-scale projects. -Known for offering a diverse range of machinery and equipment for construction, mining, and industrial sectors. -Has built a solid reputation as a trusted partner for infrastructure and transport projects. -Specializes in providing tailored solutions to meet the unique needs of heavy civil and industrial clients. -Collaborates with key players in various sectors, including government and large enterprises. -Offers innovative equipment options, ensuring maximum efficiency and productivity on job sites. -Continues to expand its footprint with a focus on meeting the evolving demands of the industry.

Sector Specialisms