Service Manager

Department: Service

Reports To: Branch Manager, Operations Manager

Supervises: Technicians, Shop Foreman, Truck Driver, Set-up and Pre-Delivery and Service Writer, Warranty Writer.

Job Function: Efficiently manage and direct all aspects of the Service Department operations in a professional manner that insures Customer satisfaction and maximum efficiency for the Dealership. Coordinate activities and cooperate with other Departments of the Dealership to best serve the service needs of the Customer.

Primary Responsibilities:

Your responsibilities to our customers:

•Dress in clean, appropriate business attire. Agritrac Equipment requires that customer facing personnel wear Case IH identified shirts. Case IH logos must be, at minimum, the same size as other logos.

•Maintain satisfactory personal hygiene.

•Greet each customer in a personable manner as they approach the service desk. (“Good morning (afternoon or evening), Mr. Customer. My name is ______. How may I help you?”)

•Answer your telephone pages by the second ring and in a personable manner. (“Good morning (afternoon or evening). My name is ________. How may I help you?”)

•Ensure that each Service Writer enters each Repair Order with the correct charges for labor and materials to the customer, internal, warranty, pre-delivery service or used goods reconditioning.

•Ensure that the Service Writers correctly complete and close, as quickly as possible, all Repair Orders to customer, internal and warranty accounts.

•Review any write downs and work order discrepancies with the Service Writer, the Technician and the customer.

•Oversee your direct report’s work to insure satisfaction for the customers.

•Administer all service work in conjunction with the Shop Foreman.

•Work with Customers to resolve any complaints.

•Ensure all units are safety inspected.

•Supervise the administration of all warranty claim procedures for any machines sold.

•Establish and maintain a filing and storage system for warranty parts, so that any warranty work necessary has the required parts available.

Your responsibilities to your supervisor:

•Attain and assist in the preparation of a Sales and Operating Budget.

•Attain and assist in the preparation of an annual Service Department enhancement plan.

•Ensure that any required reports are completed and delivered as required and on time.

•Monitor your Department’s customer satisfaction scores and ensure that a plan is in place to continually improve them.

•Ensure that a weekly ‘one on one’ review and discussion of your department’s results are help with your direct supervisor.

•Control non-productive time, breaks, vacations, sick leave and personal leave.

•Ensure that the Service department is fully trained and staffed.

•Develop and implement programs to insure the skills and productivity of each Service Department employee continues to improve.

•Ensure that at least one person is qualified to fill any job position in your department, including your own position.

•Review employee base pay and bonus on a semi-annual basis with your direct supervisor.

•Actively participate in any committees required to help increase the efficiency and profitability of the dealership.

•Constructively work with supplier representatives in a professional manner that reflects the views of the Dealership.

•Know and ensure the compliance with any applicable provincial and federal occupational and health and safety laws such as but not limited to, H2S, Worker’s Compensation (WCB) procedures, labor or employment standards, procedures or legislation and Workplace Hazardous Materials Information Systems (WHMIS).

•Escalate any necessary issues problems to your direct supervisor.

•Perform other duties as assigned by your direct supervisor.

Your responsibilities to your Service Department team:

•Schedule any training required for your team.

•Keep special tools up-to-date, itemized, tagged and cataloged.

•Maintain the Service Library’s manuals and bulletins.

•Conduct any required daily, weekly and monthly Service Department meetings.

•Review individual and Departmental performance with Service personnel to assure performance meets Departmental goals, such as WIP, recovery rates and labor efficiency.

•Develop your interpersonal coaching skills so as to be able to bring out the best performance from each member of your team.

Your responsibilities to your Agritrac teammates:

•Co-operatively work with Sales team members on prompt and cost-effective reconditioning of used equipment.

•Co-operatively work with the Parts team members to insure that parts required are appropriately stocked.

•Co-operatively work with all Agritrac team members to ensure a terrific customer experience.

•Maintain a clean and orderly shop area at all times.

•Maintain a clean and orderly yard with the correct placement of all machinery.

•Insure that all personnel and the shop look professional and the shop is safe.

•Develop pricing rates for set-up and PDI of all units sold.

•Make recommendations regarding the purchase of Service vehicles and maintain the fleet.

•Keep a friendly and positive attitude in yourself and all employees.

•Ensure that new machines and machines going out on demonstrations are clean and in ‘ready to go’ condition, that follow up service is conducted as required and in line with factory warranty.

•Actively attend any company, store and community functions that will benefit the Dealership.

Your responsibilities to yourself:

•Assist your direct supervisor in formulating and completing a development plan for your career at Agritrac. We want you to learn and grow!

If you are interested in this position, please click "Apply To This Position" below and send us your resume in confidence today!