Head of Customer Service and Experience

Job Description We are a John Deere dealer with 35 locations serving a diverse group of agricultural, commercial, and residential customers in North Carolina and southern Virginia. At Quality Equipment, we pride ourselves on our commitment to our customers, our employees, and our community. Our employees and management stay close to our customers and strive to serve them quickly and in ways that make sense in each local area.

We work with excellent people every day – our customers and our co-workers. At Quality Equipment, we strive to be the premier John Deere dealer in our region by serving our customers with commitment and integrity.

At Quality Equipment, there are opportunities to grow and advance in your career.

We are currently looking for a Service Manager to join us in our Henderson store.

Answers telephone calls from customers when they are experiencing mechanical/technical problems with equipment. Service Manager must lead the Service Department in determining the complaint, cause of failure, and correction needed to properly repair equipment to customer’s satisfaction.
Develops, maintains, and adheres to a priority system for scheduling all service work, both customer and internal.
Maintains all management reports necessary to audit the performance of department and individual employees. Service Manager oversees the Repair Order process which involves the time required for repair, parts used during the job, and the final invoice presented to the customer for payment.
Schedules and assigns jobs and work areas to technicians according to their mechanical skills and knowledge. Quality Equipment, LLC handles a broad range of products that include riding lawn mowers, commercial mowing equipment, utility vehicles, utility tractors, row-crop tractors, agricultural implements, and skid steer loaders. Ensures that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order.
Performs other functions or duties as directed by management in line with the objectives of the dealership.

Previous supervisory or management experience preferred but not required.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
~ Basic mechanical ability/understanding of engines, transmissions, and electrical systems is necessary.

Computer skills are necessary to oversee the Repair Order process.
Ability to speak effectively one-on-one or before groups of customers or employees of the organization.
Ability to interpret department financial statements.
Ability to negotiate customer complaints to a satisfactory resolution.

Visual : Working with PC, smart devices, and close detailed work
Occasional – Short and long distances
Ability to grasp and manipulate standard tools and office equipment
Our employees receive a total annual salary that consists of competitive base wages and a structured bonus program. Employees can participate in the benefits which currently include medical and dental insurance, flexible spending account, life insurance, paid time off, paid holidays, a 401(K) program with employer match and a company discount. In addition, Quality Equipment provides significant paid training and opportunities for professional and personal development.