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:Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarksSupport the execution of consistent HTI service department processes that yield high productivity, charge out efficiency, excellent expense control and an outstanding customer experienceSchedule and assign jobs and work areas to employees in the service department according to their skills and knowledgeResponsible 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 billingReview work order segments and ensure they include correct partsSchedule pick-up and delivery using TMS and charges are properly charged per HTI requirementsFields internal and external customer inquiries to the Service DepartmentMaintains Service Department filings and records related to equipment manualsWork 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.Support managing Work in Process (WIP) to less than 5% of Total Service SalesMonitor technician progress on jobs and engages other resources to improve job efficiencyWork with Transportation Department to maintain vehicle maintenance files in accordance with DOT regulationsMaintain a positive and professional working relationship with peers, management, and support personnel with a constant commitment to teamwork and exemplary customer serviceExperience, Education, Skills and Knowledge:Basic knowledge of accounting practicesAbility to use standard John Deere applications, Microsoft Office, and internet functionsKnowledge of office proceduresGeneral understanding of mechanical/technical terms is preferredHigh School Diploma or equivalent experienceWorks in a standard office environment, including consistently viewing a computer monitor and using keyboard/mousePhysical requirements include lifting at least 10 lbs. #J-18808-Ljbffr