Assistant Service Manager

Heritage Tractor Inc.; Illinois; On-site; USD 50,000 - 75,000; Full time

Job summary

Heritage Tractor Inc. is seeking an Assistant Service Manager to lead service technicians, coordinate scheduling, and support the Service Manager in keeping a healthy work pipeline.

You will oversee the complete work order lifecycle from creation to invoicing and communicate with customers about quotes, status, and scheduling. The role may involve coordinating with other departments to optimize service delivery and supervising technicians to ensure an exceptional customer experience.

Qualifications

• Knowledge of basic accounting practices.
• Proficient with John Deere applications, Microsoft Office and internet.
• High school diploma or equivalent experience.
• Understanding of mechanical/technical terms preferred.
• Experience in a standard office environment.
• Ability to lift at least 10 lbs.

Responsibilities

• Provide leadership to service technicians and coordinate scheduling.
• Manage the full work order lifecycle from opening to invoicing.
• Communicate with customers regarding quotes, status and scheduling.
• Coordinate activities with other departments to serve customers and staff.
• Supervise technicians to ensure customer experience excellence.
• Keep pipeline filled with work and maintain high productivity.
• Ensure accurate invoicing with proper job codes and texted estimates.
• Review work orders for completeness and correct parts.
• Schedule pickup/delivery using TMS and ensure charges are correct.
• Answer internal/external inquiries for the Service Department.
• Maintain service department filings and equipment manuals.
• Work with warranty processing to submit claims timely for credit.

Skills

Accounting basics

John Deere apps

Microsoft Office

Internet proficiency

Office procedures

Mechanical/technical terms

Work in standard office environment

Physical lifting 10 lbs

Education

High School Diploma or equivalent

Job description

The Assistant Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time and support the Service Manager in keeping the pipeline filled with work. The Assistant Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Assistant Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual may coordinate activities with other departments of the dealership to best serve the needs of the customer and employees. They may supervise technicians to ensure an excellent customer experience.

Responsibilities:

• Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarks
• Support the execution of consistent HTI service department processes that yield high productivity, charge out efficiency, excellent expense control and an outstanding customer experience
• Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge
• Responsible for creation of a professionally prepared invoice by properly using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing
• Review work order segments and ensure they include correct parts
• Schedule pick-up and delivery using TMS and charges are properly charged per HTI requirements
• Fields internal and external customer inquiries to the Service Department
• Maintains Service Department filings and records related to equipment manuals
• Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
• Support managing Work in Process (WIP) to less than 5% of Total Service Sales
• Monitor technician progress on jobs and engages other resources to improve job efficiency
• Work with Transportation Department to maintain vehicle maintenance files in accordance with DOT regulations
• Maintain a positive and professional working relationship with peers, management, and support personnel with a constant commitment to teamwork and exemplary customer service

Qualifications

Experience, Education, Skills and Knowledge:

• Basic knowledge of accounting practices
• Ability to use standard John Deere applications, Microsoft Office, and internet functions
• Knowledge of office procedures
• General understanding of mechanical/technical terms is preferred
• High School Diploma or equivalent experience
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
• Physical requirements include lifting at least 10 lbs.