Service Manager

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Store Operations: Use the metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by:
   • Ensuring all SROs, SSBs, Warranty Claims, and Invoices are processed correctly and in a timely manner.
   • Ensuring Spudnik Aftersales Standard Operating Procedures are being followed.
   • Maintaining the cleanliness and organization of the Store to expected levels.
   • Reviewing and approving SROs for accuracy to ensure correct billing, parts usage, and reasonable hours have been recorded.
   • Overseeing scheduling and dispatching of Service Technicians.
2. Employees: Manage Service personnel in all stages of employment by: 
   • Hiring top talent.
   • Ensuring employees receive the training and equipment needed to be successful in supporting customers in-store and in-field.
   • Ensuring all Technicians understand and follow safety protocols.
   • Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development.
   • Resolving major performance issues through disciplinary actions, and terminations as needed.
3. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:
   • Being available and approachable so all Customers feel they can bring up questions and concerns.
   • Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times.
   • Proactively working with Customers to understand their equipment needs and then meet those needs through Machine Checks, maintenance advice, and upgrade options.
   • Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.
4. Grow the Business: Actively promote and increase Service Work in the area by:
   • Increasing the number post-season and pre-season machine checks so customers become accustomed to this service.
   • Marketing new upgrade kits, and other products and programs.
5. Dealers: Support the Store’s assigned Dealer by:
   • Maintaining a broad awareness of machine population and Technician capability in the Dealer’s area, and supporting as needed to ensure a positive customer experience.

• • Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
  • Other duties and responsibilities may be assigned as necessary.

• Experience managing field service or mechanical repair teams.
• Strong understanding of agricultural or industrial equipment.
• Excellent scheduling, time management, and prioritization skills.
• Strong customer service and communication skills.
• Knowledge of service documentation and warranty processes.
• Ability to train and enforce safety procedures.
• Familiarity with service management software.
• Prolonged periods of sitting or standing at a desk and working on a computer.
• Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.