Head of Service Management

Responsibilities

Develops, communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction; Coaches and advises employees as needed.

Assists in creating annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives.

Assists in developing and executing Service Department marketing plans and monitors monthly to ensure achievement of departmental goals.

Assists with customer clinics, field days, and related promotional events.

Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit.

Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge.

Schedules the Semi for internal and external pickup and deliveries.

Reviews work orders for completeness and accuracy prior to customer billing.

Ensures all departmental tools, equipment, and vehicles are in good working order.

Participates in departmental and location meetings.

Conduct Customer Farm Visits.

Review Customer Service Satisfaction Surveys and take appropriate action when needed.

Performs annual performance review and provides input for compensation increases.

Administers discipline; authority to hire and terminate employees.

Recognizes and advances quality people with Corp. Aftermarket Manager final authorization.

Ensures growth opportunities for competent employees.

Develops employees utilizing training and service learning paths.

Maintains a clean and professional image for employees, trucks, and work areas.

Adhere to all applicable safety policies, procedures, and standards.

Works with employees to provide a safe and productive work environment.

Actively advocates safety in Service Dept.

Monitor and implement processes to improve workflow and communication between departments (service, parts, sales, IS); Facilitate teamwork within the store.

Conducts business in alignment with the company's Values and Mission Statement.

Required Experience, Education, and Skills

Knowledge or ability to learn service specific technology.

Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.

Ability to set and maintain decorum under stressful situations.

Analytical thinking: Ability to analyze and interpret internal reports.

Exemplary administrative and managerial skills.

Manage priorities.

Must be a self-starter and able to work without supervision.

Ability to work extended hours and weekends.

3 years experience in Service Department operations.

Basic understanding of financial principles relative to Service Department operations.

Knowledge and use of Microsoft computer products or other comparable systems required.

High School Diploma or equivalent experience.

Must be able to sit, stand and walk along with climbing stairs, reaching pushing, pulling, leaning and twisting, driving.

Must be able to meet all safety requirements for applicable safety policies.

Most duties performed in climate-controlled office environment. May be exposed to hot or cold weather conditions when traveling or in the Service Area.

The above are physical attributes to perform the job duties with or without a reasonable accommodation.

True Ag and Turf LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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