Service Manager/Service Tech

Job Description

Job Description

We are a John Deere dealer with 35 locations serving a diverse group of agricultural, commercial, and residential customers in North Carolina, South Carolina, and Virginia. At Quality Equipment, we pride ourselves on our commitment to our customers, our employees, and our community. Our employees and management stay close to our customers and strive to serve them quickly and in ways that make sense in each local area.

Our work culture is ethical, entrepreneurial, and hard working. We work with excellent people every day – our customers and our co-workers. Our work is challenging and offers a great deal of variety in the tasks we do. At Quality Equipment, we strive to be the premier John Deere dealer in our region by serving our customers with commitment and integrity.

We offer the opportunity for stable, rewarding, and challenging work with a large and growing company which still maintains the feel of a small business. At Quality Equipment, there are opportunities to grow and advance in your career.

We are currently looking for a Service Manager/Service Technician to join us in our Wilmington store.

PURPOSE:

Responsible for effectively coordinating service activities within the service department, facilitating maintenance and repairing customer equipment thereby leading to excellent customer satisfaction, attracting and retaining outstanding talent, and effectively engaging with customers and department personnel. These activities will lead to the safe, efficient, and profitable operation of the service department. Percentage of time allocated to each set of functions will vary and is based on the size of the location and the volume of work completed.

BASIC FUNCTIONS AND RESPONSIBILITIES:

SERVICE TECHNICIAN

• Performs basic and advanced diagnostics and repairs on agricultural and turf equipment

• Responsible for the disassembly, assembly, and repair of machines and components

• Prepares all forms (detail of work performed on repair orders) required in conjunction with job assignments

• Participates in all technician training programs as directed by the company

• Accounts for all billable hours and materials used in performing work duties

• Ensures that work area is clean and ready for the next job

SERVICE MANAGER

• Assists service writer in answering telephone calls from customers when they are experiencing mechanical/technical problems with equipment.

• Acts as lead in the Service Department in determining the complaint, cause of failure, and correction needed to properly repair equipment to customer’s satisfaction.

• Develops, maintains, and adheres to a priority system for scheduling all service work, both customer and internal

• Reviews all management reports necessary to audit the performance of department and individual employees. Service Manager oversees the Repair Order process or is responsible for completion of Repair Orders in the absence of the Service Writer. The Repair Order process involves reviewing the time required for repair, parts used during the job, and the final invoice presented to the customer for payment.

• Oversees job quoting process and ensures proper use of standard job codes when possible

• Notifies the customer of any additional work required on equipment, for proper and safe operation by the customer

• Schedules and assigns jobs and work to technicians according to their mechanical skills and knowledge. Quality Equipment, LLC handles a broad range of products that include riding lawn mowers, commercial mowing equipment, utility vehicles, utility tractors, row-crop tractors, agricultural implements, and skid steer loaders. Common repairs involve gasoline engines, diesel engines, transmissions, etc.

• Ensures that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements

• Ensures that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order. Reports any issues with shop tools, equipment or vehicles that are in a serviceable condition or are unsafe for use to the Division Aftermarket Manager

• Assists with the development and training of Service Department personnel and completes performance reviews for Service Department staff with the Division Aftermarket Manager

• Monitors service department processes and employee actions to ensure compliance with the Quality Equipment Safety Manual. Works with other Service Department employees to maintain a clean work area and performs work in a neat and orderly fashion

• Schedules routine maintenance of Company-owned vehicles

• Executes annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives

• Performs other managerial duties, as required, and location functionality duties, as needed

• Always conducts self so as to be an ambassador of the dealership

EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIREMENTS:

• High School Diploma or equivalent experience required

• 1+ year(s) of experience performing service repairs

• Ability to write diagnosis and work completed on routine reports (repair orders)

• Proficient knowledge of engines, transmissions, electrical systems and/or hydraulic systems

• Ability to use personal computer and various types of diagnostic equipment

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Ability to perform basic repairs and required maintenance using special tools and equipment following Technical Manual procedures

• Ability to speak effectively one-on-one with customers

• Ability to operate vehicles and equipment used for diagnostic purposes

• Valid driver’s license required for potential driving situations

• Ability to operate a forklift, preferred

• Must possess set of tools

PHYSICAL DEMANDS:

• Weight Requirements: Lifting up to 50 lbs.

• Mobility: Squatting, bending, lifting, reaching, twisting, standing, sitting and repetitive keyboarding for long durations of time

• Visual: Working with PC, smart devices, and close detailed work

• Driving: Occasional – Short and long distances

• Dexterity: Ability to grasp and manipulate standard tools and office equipment

• Noise: Medium to High

Our employees receive a total annual salary that consists of competitive base wages and a structured bonus program. Employees can participate in the benefits which currently include medical and dental insurance, flexible spending account, life insurance, paid time off, paid holidays, a 401(K) program with employer match and a company discount. In addition, Quality Equipment provides significant paid training and opportunities for professional and personal development. Our goal is for our employees to reach their full potential.