Service Department Lead - Operations & Customer Experience

HERITAGE TRACTOR LLC; Brimfield (IL); On-site; USD 75,000 - 100,000; Full time

Job summary

Heritage Tractor LLC is seeking a Service Manager in Brimfield, IL to oversee the daily operations of the Service Department, ensure efficient workflow, and deliver high-quality repair and maintenance services. You will lead technicians, coordinate work orders, and liaise with customers to maintain satisfaction and timely invoicing.

The role requires a high school diploma (degree preferred) and familiarity with dealership software.

Qualifications

• High school diploma or equivalent required.
• General understanding of mechanical or technical terminology preferred.
• Experience coordinating service operations, technician workflow, or dealership service functions preferred.
• Experience using dealership management or manufacturer software systems preferred.
• Basic knowledge of accounting principles related to service operations.
• Proficiency with Microsoft Office and dealership software.

Responsibilities

• Lead the daily operations of the Service Department to support customer satisfaction, productivity, and operational efficiency.
• Maintain a consistent pipeline of service work by coordinating scheduling and communicating with customers regarding service needs.
• Schedule and assign work to technicians based on skill level, workload, and business priorities.
• Manage the complete work order process, including opening work orders, monitoring job progress, reviewing completed work, and preparing accurate customer invoices.
• Review work orders to ensure accuracy, completeness, and proper parts usage before customer billing.
• Monitor technician progress and collaborate with available resources to improve efficiency and timely job completion.
• Coordinate with centralized warranty processing to ensure warranty claims are submitted within required timeframes.
• Maintain department records, equipment documentation, and service files.
• Foster a safe, organized, customer-focused, and team-oriented work environment.
• Perform other duties as assigned to support dealership operations.

Skills

Customer service

Scheduling work

Team coordination

Communication

Record keeping

Education

High school diploma

Degree preferred

Tools

Dealership software

Manufacturer software

Excel

Job description

Heritage Tractor LLC is seeking a Service Manager in Brimfield, IL to oversee the daily operations of the Service Department, ensure efficient workflow, and deliver high-quality repair and maintenance services. You will lead technicians, coordinate work orders, and liaise with customers to maintain satisfaction and timely invoicing.

The role requires a high school diploma (degree preferred) and familiarity with dealership software.