Primary Responsibilities:

• Communicates, enforces and monitors service department processes to ensure customer satisfaction
• Executes service department marketing plan with the direction from corporate service manager and marketing manager
• Works with the parts manager to understand parts ordering procedures
• Works with the parts manager to execute getting parts for the service technicians
• Provides guidance and generates quotes for customer machine repairs
• Manages the entire work order cycle process; generation through closing and invoicing for customer work
• Sells service labor and parts ensuring all techs are highly productive so that budgets and goals are met
• Works with the service manager to identify and execute continuous process improvements
• Communicates, enforces and monitors effective service department processes to ensure customer satisfaction
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
• Reviews work orders for completeness and accuracy prior to customer billing
• Ensures all service Warranty and Product Improvement Programs are completed, submitted to the warranty administrator within the required timeframe to receive maximum credit
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations in performing work assignments
• Maintains knowledge of John Deere and competitive products

Experience, Education, Skills and Knowledge:

• Minimum 3 years experience in Service Department operations
• Graduation from John Deere Tech program preferred but not required
• Ability to use standard desktop load applications such as Microsoft Office and internet functions including dealer provided applications.
• Basic understanding of financial principles relative to Service Department operations
• High School Diploma or GED equivalent
• Ability to analyze and interpret internal reports
• Familiar with John Deere and competitive products
• Previous supervisory or management experience preferred but no required
• Strong organizational skills
• Ability to diagnose and repair mechanical problems related to agriculture equipment/outdoor power equipment preferred
• Ability to write and work on routine reports and correspondence
• Must have analytical, business planning, problem solving, communication, motivational and interpersonal people skills.
• Ability to speak effectively one on one or before groups of customers or employees of the organization
• Ability to interpret department financial statements
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Proven ability to be a team player
• Proven ability to communicate effectively
• Proven ability to analyze and interpret internal and external reports