Service Manager (Agriculture/Turf)

Position: Service Manager (Agriculture/Turf Equipment) Company: Atlantic Tractor – John Deere Dealership Location: Pocomoke City, Maryland Purpose Leads and manages service operations within the dealership to deliver high levels of customer satisfaction while maximizing return on investment. Drives profitable service labor sales through efficient department processes and disciplined expense control. Attracts, develops, and retains high‑performing team members to support operational excellence and long‑term growth. Responsibilities Develops, communicates, enforces, and continuously monitors Service Department processes to ensure exceptional internal and external customer satisfaction. Collaborates with Senior Leadership to establish annual Service Department goals and budgets aligned with organizational financial and operational objectives. Partners with Senior Leadership to develop, execute, and evaluate Service Department marketing plans to achieve targeted growth. Identifies and implements continuous improvement initiatives across service and parts operations. Evaluates market opportunities and develops actionable strategies to grow service and parts sales while maintaining disciplined expense control. Improves operational effectiveness and utilization of mobile service vehicles and other departmental assets. Plans and coordinates customer clinics, field days, and promotional events to enhance customer engagement and business development. Ensures all warranty and Product Improvement Program claims are submitted accurately and within required timeframes to maximize reimbursement. Schedules and assigns work based on employee skill level, ensuring efficient workflow and high-quality output. Reviews work orders for accuracy and completeness prior to customer billing. Prepares, analyzes, and leverages service department reports to drive performance improvements and profitability. Serves as a key resource for resolving customer concerns, invoice discrepancies, and service-related issues. Maintains up-to-date knowledge of equipment, including John Deere and competitive product lines. Ensures all departmental tools, equipment, and vehicles are properly maintained and in safe working condition. Participates in recruiting, staffing, and employee development initiatives for direct reports. Promotes and enforces all company safety policies and procedures. Participates in monthly branch and company on‑call rotation as required. Performs additional duties as assigned. Physical Requirements Ability to sit, stand, and walk for extended periods throughout the workday. Frequent use of hands and fingers to operate a computer, keyboard, phone, and standard office equipment. Occasional bending, stooping, kneeling, and reaching to access equipment, tools, or documentation. Ability to lift and carry items up to 25 pounds occasionally (e.g., parts, tools, or supplies). Visual acuity sufficient to read documents, computer screens, and inspect equipment. Ability to communicate effectively in person, over the phone, and in noisy shop environments. May be required to work both indoors (office/shop) and outdoors in varying weather conditions. Exposure to typical shop environments, including noise, dust, fumes, and moving mechanical parts. Ability to safely navigate service bays, yards, and uneven terrain around equipment. Occasional travel between dealership locations, customer sites, or events may be required. Experience, Education, Skills 3+ years of experience in Service Department operations preferred. 1+ year of experience in Parts Department operations preferred. Proficient knowledge of mechanical, electrical, and hydraulic systems related to the repair and maintenance of turf equipment. Basic understanding of financial principles, including budgeting, cost control, and profitability within Service and Parts Department operations. High school diploma or equivalent required; additional technical or industry-related education preferred. Valid driver’s license required. Ability to obtain and maintain a DOT Medical Certificate. Strong organizational, communication, and problem‑solving skills. Proficient in the use of computer systems and business software relevant to service and parts operations. Ability to lead, motivate, and develop team members in a fast‑paced service environment. This Service Manager job description is not intended to be all‑inclusive. The employee may be required to perform other reasonably related business duties as assigned by the immediate supervisor or other leadership as needed. The Company reserves the right to revise or modify job duties and responsibilities at any time based on business needs. Compensation Will Be Based On Experience #J-18808-Ljbffr