Shop Manager

Overview

Manage daily shop service operations, ensure customer service, safety, and profitability.

Key Responsibilities

• shop coordination
• work orders
• diagnostics
• parts management
• warranty processing
• customer service

Tasks

The Service Manager is responsible for managing the day-to-day operations of the Service Department while ensuring that both internal and external customers receive a high level of customer service throughout their experience with the Service Department. The Service Manager is responsible for achieving assigned goals and objectives through effective leadership, talent management, accountability and processes that will drive increased sales and profitable growth. -Review, coordinate and attend with General Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry. -Make yourself available for overtime, understanding the equipment repair business may call for it from time to time. -Control and direct activity within the shop service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service area is in compliance with determined safety requirements. -Efficiently process all shop service work orders from order status to invoice status and maintain efficient control of technicians’ hours. -Coordinate the daily shop service work within service department in terms of priority, manpower and equipment. -Direct and control equipment staging areas including bay utilization, wash rack and yard parking as designated for Shop. -Works with and assists in the development of direct reports. -Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels. -Backfills similar roles when necessary. -Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exception. Communicate concerns promptly to Branch Manager -Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits. Provide guidance and direction to employees to assist in their professional development. -Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances -Submit all warranty documentation to warranty administrator before filing claim. Monitor the warranty until final credit memo is issued. -Pro-actively communicate status of repair work with customers and or internal department managers. -Coordinate PIP improvements with PIP coordinator for applicable machines in shop. -Resolve customer/service problems in a prompt and efficient manner with a high sense of urgency. This includes receiving equipment to be repaired, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up. This is to minimize customer inconvenience and maximize the dealership's business image with the customer. -Communicate with supervisor as to updating tools when relevant. -Coordinate trouble-shooting diagnostics with technicians and manufacturer. -Coordinate with parts department for all shop parts requirements, including pre-pulling and ordering parts. -Cross train for product knowledge and procedures for all products represented by JESCO. -Document factory recall procedures and update appropriate departments via correspondence as needed.

Requirements

• product knowledge
• safety
• union management
• driver’s license
• service management

What You Bring

-Product Knowledge of John Deere C&F equipment preferred but not required. -Individuals must comply with all safety requirements and be able to lift and move up to 70 lbs. -Management of Union employees preferred. -Must have valid driver’s license – must meet insurance underwriting requirements. -Prior service management and/or customer service experience desired.

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Benefits

Two things that haven’t changed are our commitment to the customers and communities we serve. Let us show you what makes us the “Down to Earth Equipment People”. We offer comprehensive benefits packages, career development paths, state of the art tools and equipment as well as a great working environment. Start your career as a valued member of the JESCO team.

About Jesco, Inc.

-Grew into the largest Northeast dealer for John Deere, Wirtgen Group, Ditch Witch, Topcon and more. -Typical projects span excavation, paving, trenching, compaction, forestry work and precision site development. -Distinctive in-house technology training (grade control, machine control) to boost equipment productivity. -Exclusive dealer for Magni telehandlers in select New York counties—a rare specialty in its market.

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