About this role
Position Specifics
Department: Divisional Leadership
Reports to: Division General Manager
Supervises: Service Managers
Purpose:
Leads the Divisions S ervice teams for the organization to maximize return on investment by optimizing Service processes to ensure internal and external customer satisfaction. Grows profitable service labor and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.
Responsibilities:
- Creates annual Service department goals and budget, in alignment with the organizations financial and operational goals for the locations within the Division.
- Develops, communicates, enforces, and monitors effective Service department processes to ensure internal and external customer satisfaction.
- Identify and drive continuous service and process improvements.
- Identify new opportunities and develop actionable plans to grow service revenue.
- Prepares and analyzes Service department reports; uses data to help drive improvement and growth.
- Manages recruiting, staffing, and employee development activities for the Divisions Service Department, with the support of the HR team.
- Resource for Service Managers to help resolve work order issues and customer complaints.
- Proactively seek and participate in available company sponsored training, in an effort to develop and advance knowledge base and skill set.
- Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
- Ensure that companys reputation and image in the community is consistent with company Core Values.
- Covering locations in NY/PA
Qualifications
Experience, Education, Skills and Knowledge:
- 5+ years of experience in Service department operations
- Ability to use standard desktop load applications such as Microsoft Office and internet-based applications
- Strong communication skills with customers and direct reports
- Ability to write and speak effectively to individuals and groups
- Ability to lead teams and hold people accountable
- Familiar with John Deere and competitive products
- Strong understanding of financial principles relative to Service department operations
- Ability to analyze and interpret internal reports
- Ability to work extended hours and weekends as needed
- Excellent customer service skills
- Bachelors Degree or equivalent experience
Success Profile:
Within your region:
- Labor performance of the service locations is 85% or greater
- Service and Parts profitability meets or exceeds the established goals for your region
- Achieves 100% or greater Absorption factor
- Customer experience net promoter score of 80% or greater