Service Department Manager

Join the team at James River Equipment in Baltimore

Since 1977, James River Equipment has been providing outstanding John Deere products and services to farmers, businesses, homeowners, and our communities. Each one of our over 50 authorized John Deere dealerships provides a workplace where employees are family and customers return because of the skill, service and trust our employees provide. As we grow, we value people ready to grow a career that makes an impact far beyond just our daily workplace.

As Service Department Manager , your more typical responsibilities will include:

• Optimize the Service Department processes to ensure internal and external customer satisfaction, growing profitable service labor sales, exercising disciplined expense control, attracting and retaining outstanding talent and effectively engaging department personnel.
• Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives.
• Develops and executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
• Works to develop rising talent, supporting our assistant service manager, service advisors and technicians as well as working collaboratively with our parts and sales teams.
• Recruits, hires, develops, and retains key talent through training and individual development plans.
• Coordinates customer clinics, field days, and related promotional events.
• Negotiate equitable service policy settlements.
• Manage work-in-process and pending service work.
• Analyze service rework and take corrective action.
• Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
• Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit.
• Ensures the maintenance of the service physical plant and yard areas, mobile equipment, service vehicles, shop equipment and tooling.
• Perform other duties as assigned.

Job Requirements i nclude:

• Knowledge of equipment service and mechanics is required. Experience in a dealership setting supporting lawn/garden, ag/turf or similar volume customer base is highly preferred
• 3-5 years of experience in an equipment service department working as a shop foreman, coordinator or related in a progressive leadership/mentorship capacity is required Demonstrated growth in service revenue and customer retention is highly preferred
• Strong communication, math, and analytical skills. Business knowledge and managing finances is required
• Must have excellent customer service skills to include follow up and taking initiative in contacting customers throughout the work process as needed
• Ability and interest in team-building and mentorship with previous leadership experience highly preferred