What are the responsibilities and job description for the Service Manager - Albion position at Sydenstricker Nobbe Partners?
Service Manager – Sydenstricker Nobbe Partners
Reports to: Service Director
Department: Service
Classification: Full-Time, Exempt
Position Summary:
The Service Manager is responsible for overseeing the daily operations of the service department to ensure high levels of customer satisfaction, employee productivity, and departmental profitability. This role includes supervising technicians and service staff, managing workflow, and collaborating with other departments to deliver an exceptional customer experience aligned with SNP’s mission and standards.
Key Responsibilities:
Leadership & Management:
Directly supervise and lead service technicians and department staff.
Monitor performance, provide coaching, and conduct regular evaluations.
Foster a team culture focused on efficiency, quality work, and safety.
Customer Service:
Ensure a high level of customer satisfaction by managing service scheduling, communication, and issue resolution.
Handle customer complaints or concerns promptly and professionally.
Promote and explain aftermarket services and programs.
Workflow & Efficiency:
Assign jobs and manage work orders to ensure timely and accurate completion.
Monitor technician productivity and job profitability.
Coordinate with the parts department to ensure timely availability of necessary parts.
Financial Performance:
Manage department budgets and P&L statements.
Set and track service sales goals and profitability targets.
Generate and review reports for labor sales, technician efficiency, and recovery rates.
Administrative Duties:
Maintain accurate service records, warranty claims, and technician time reporting.
Ensure proper documentation and follow-through on manufacturer programs.
Enforce company policies, procedures, and safety protocols.
Training & Development:
Identify training needs and coordinate technical training for service staff.
Develop career paths for technicians and mentor emerging leaders.
Qualifications:
Prior experience in service management or a supervisory role, preferably in agricultural, turf, or heavy equipment industries.
Strong understanding of mechanical systems and service processes.
Excellent leadership, communication, and organizational skills.
Proficient in-service management systems (e.g., John Deere Service Advisor, CDK, etc.).
Ability to manage conflict, multi-task, and work in a fast-paced environment.
Valid driver’s license; CDL may be preferred for some locations.
