Assistant Service Manager

Purpose:

The Assistant Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time and support the Service Manager in keeping the pipeline filled with work. The Assistant Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Assistant Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual may coordinate activities with other departments of the dealership to best serve the needs of the customer and employees. They may supervise technicians to ensure an excellent customer experience.


Responsibilities:

1. Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarks
2. Support the execution of consistent HTI service department processes that yield high productivity, charge out efficiency, excellent expense control and an outstanding customer experience
3. Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge
4. Responsible for creation of a professionally prepared invoice by properly using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
5. Review work order segments and ensure they include correct parts
6. Schedule pick-up and delivery using TMS and charges are properly charged per HTI requirements
7. Fields internal and external customer inquiries to the Service Department
8. Maintains Service Department filings and records related to equipment manuals
9. Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
10. Support managing Work in Process (WIP) to less than 5% of Total Service Sales
11. Monitor technician progress on jobs and engages other resources to improve job efficiency
12. Work with Transportation Department to maintain vehicle maintenance files in accordance with DOT regulations
13. Maintain a positive and professional working relationship with peers, management, and support personnel with a constant commitment to teamwork and exemplary customer service

Experience, Education, Skills and Knowledge:

• Basic knowledge of accounting practices
• Ability to use standard John Deere applications, Microsoft Office, and internet functions
• Knowledge of office procedures
• General understanding of mechanical/technical terms is preferred
• High School Diploma or equivalent experience
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
• Physical requirements include lifting at least 10 lbs.