Service Manager - CO

Service ManagerTitle: Service Manager                                                                                             Job Type:  Salary  ExemptDepartment: Service                                                                                                 Location: Commerce, COSupervisor: Branch Manager                     SUMMARY The Service Manager is responsible for driving the service department's overall gross profit and profitability while building a sustainable, customer-centric organization. This includes effectively developing and managing people, processes, and systems within the service department.Responsibilities:  The following responsibilities are general guidelines and not an exhaustive list of the full scope of responsibilities.   Duties and responsibilities are subject to change based on business needs and at management's discretion.

• Ensures the satisfactory completion of the day-to-day operations of the service department to include:
  • Efficient and timely dispatching of technicians.
  • Accurate and timely quotes for services.
  • Improved processing of customer and internal billing hours.
  • Minimizing rework by improving quality of tech services in the field and shop.
  • Process & Complete Work Orders within the dealership’s operating system, ensuring labor and parts are accurately captured on the work order.
  • Complete Warranty Work Orders as required by JCB North America
• Builds positive customer relations for the company by ensuring a high level of customer service is provided to internal and external customers throughout the department to include:
  • Acts as the Primary Point of Contact for customers and JCB North America representatives regarding machine progress, technical concerns, and any service-related information through email, text, or phone conversations
  • Meets weekly with the Branch Manager to track machine status and weekly/monthly service department objectives.
  • Quick resolutions and responses to questions, concerns, and requests for updates.
  • Consistently adheres to company processes and timelines.
  • Develop and improve the overall workflow for all services, including warranty processing, quotes, billing, and managing the service department workflow from Work Order Open through Complete.
• Resolve and address escalated customer issues or concerns, then provide leadership and training to resolve the “root cause” long term.
• Learns & understands Dealer Service Excellence metrics and implements process & procedure steps to ensure achievement of DSE goals, to include but not limited to:
  • Training requirements
  • Warranty Achievement
  • Machine Health Check
  • Multi-Point Inspection
  • Pre-delivery Inspection
  • Business Management Systems
• Drives individual performance within the department by developing measurable goals, defined processes, and accountability through coaching and ongoing performance management.
• Perform repairs as needed and requested.
• Staff accordingly to meet service needs.
• Foster a positive “team-oriented” environment.
• Improve interdepartmental communication and processes with sales personnel to support sales growth.
• Responsible for meeting monthly, quarterly, and annual service objectives/metrics
• P&L accountability, including controlling expenses, reducing lost time, identifying areas for improvement, and maximizing profitability to forecast/budget.  
• Creates and maintains reports on service metrics as requested.
• Strives for continuous improvement and development of the service department by researching and developing new techniques and procedures to increase overall service department efficiency.
• Communicates, enforces, and ensures employee compliance with all company policies and procedures, including safety, accident reporting, and employee handbook guidelines.

  Education/Additional Requirements:  The ideal candidate will have a demonstrated passion for customer service, strong organizational skills, and a desire for continued growth. Must be dependable, in addition to:

• 5  to 7 years of management and/or leadership experience within the industry.
• High School Diploma or G.E.D. required; bachelor’s degree highly desired.
• Ability to multitask effectively.
• Strong attention to detail and problem-solving skills.
• Ability to meet processing deadlines and prioritize work.
• Strong organizational skills and the ability to be resourceful.
• Proficient with Outlook, MS Word, and Excel, and the ability to learn internal systems.
• Excellent communication skills (written and oral).
• Ability to work in a fast-paced environment.
• Excellent customer service skills.

 We value our Associates and offer competitive wages with great benefits such as:

• Medical, dental, and vision insurance
• Short- and long-term disability coverage (employer-sponsored)
• Basic Life insurance (employer-sponsored)
• Voluntary Life insurance
• Flexible spending accounts
• 401 (k) with a company match of 50% of your contribution (up to 6% of your current salary)
• Career development opportunities
• And much, much more!