Assistant Service Manager

Heritage Tractor; Kewanee (IL); On-site; USD 60,000 - 70,000; Full time

Job summary

Heritage Tractor in Kewanee, IL is seeking an Assistant Service Manager to lead service technicians, coordinate the work order lifecycle from opening to invoicing, and support the Service Manager in keeping the workflow full.

You will communicate with customers about quotes, job status, and scheduling while supervising technicians to ensure an excellent customer experience and coordinating with other departments as needed to meet customer needs.

Qualifications

• High school diploma or equivalent.
• Basic knowledge of accounting practices.
• Proficient with John Deere applications and MS Office.

Responsibilities

• Provide support in keeping the pipeline filled with work and manage customer experience to exceed benchmarks.
• Support the execution of HTI service department processes to yield high productivity and excellent customer experience.
• Schedule and assign jobs and work areas to employees in the service department according to their skills.
• Create professionally prepared invoices using standard job codes and review orders for accuracy before billing.
• Review work orders to ensure correct parts and proper documentation.
• Schedule pick-up and delivery using TMS and ensure charges align with HTI requirements.
• Maintain service department filings and records related to equipment manuals.

Skills

Accounting basics

Microsoft Office

John Deere applications

Internet functions

Education

High School Diploma or equivalent

Tools

John Deere applications

Microsoft Office

Internet functionalities

Job description

Job Location: Kewanee, IL 61443

Position Type: Full Time

Salary Range: $60,000.00 - $70,000.00 Salary/year

Purpose

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

• 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.