Branch Service Manager

Job Purpose

The Service Manager oversees the daily operations of the service department to ensure exceptional customer satisfaction, profitable labor sales, and efficient workflow. This role is responsible for developing departmental goals, managing personnel, maintaining equipment and facilities, and implementing best practices across service operations. The Service Manager plays a critical leadership role in driving performance, safety, and continuous improvement within the department.

📌 Key Responsibilities

Customer Satisfaction & Process Optimization

• Develop and maintain effective service department processes to ensure internal and external customer satisfaction
• Lead implementation of best practices and common processes across all service locations
• Coordinate customer clinics, field days, and promotional events
• Identify and develop new customer relationships and business opportunities
• Negotiate equitable service policy settlements

Financial & Operational Management

• Create and manage annual service department goals and budgets aligned with organizational objectives
• Develop and execute a service department marketing plan; monitor monthly to ensure revenue growth

Personnel Leadership & Development

• Recruit, hire, develop, and retain key personnel
• Maintain a current internal depth chart and individual development plans
• Provide coaching, performance feedback, and employee development
• Promote a culture of safety and provide safety training

Warranty & Claims Management

• Submit all service warranty and Product Improvement Program claims within required timeframes to maximize credit
• Analyze service rework and implement corrective actions

Facility & Equipment Oversight

• Ensure maintenance of service facilities, yard areas, mobile equipment, service vehicles, shop equipment, and tooling

🛠️ Skills & Abilities

• Strong leadership and team-building capabilities
• Excellent coaching, negotiation, and conflict resolution skills
• Ability to read internal reports and understand financial principles related to service operations
• Effective communicator with both customers and technicians
• Knowledge of supervision principles and personnel administration
• Strong organizational and analytical skills
• Ability to identify and implement process improvements
• Positive attitude and commitment to safety practices

💪 Physical Requirements

• Ability to lift up to 50 pounds unassisted
• Must be able to maneuver on/under heavy equipment and navigate construction/agricultural sites with uneven terrain
• Frequent visits to the service shop with exposure to dirt, grease, fumes, noise, and other hazards
• Must follow strict safety procedures and wear appropriate PPE
• Ability to operate a motor vehicle during day and night
• Travel: Little to none

📈 Performance Expectations

• Achieve labor performance of 80–100% or greater
• Maintain productivity between 80–95%
• Maintain efficiency between 95–110%
• Achieve an average or better than 85% revenue recovery factor
• Maintain a 55% service department absorption ratio
• Maintain work-in-process (WIP) under 2 weeks and billing cycle under 7 days
• Ensure 100% completion of Product Improvement Programs

✅ Requirements

Education

High school diploma or GED equivalent

Experience

Minimum 3–5 years in a heavy equipment service department

Management

Supervisory or management experience required

Technical Knowledge

In-depth knowledge of heavy equipment technology

Certification

Enrollment in Deere Service Management Certified Program will be required if not already completed prior to hire

Communication

Strong verbal and written communication skills

Computer Skills

Proficiency in Microsoft Office and internal reporting tools