Service Manager

Birkey's Farm Store, Inc.; Arthur (IL); On-site; USD 52,000 - 78,000; Full time

Job summary

Birkey's Farm Store, Inc. in Illinois seeks a Service Department Manager to oversee all service operations, drive customer satisfaction, and ensure profitability. You will coordinate and develop service staff, schedule work, and manage warranty and repair processes.

The role requires strong leadership, budgeting, and cross-functional collaboration with parts and sales teams to deliver high-quality service and safe, compliant operations.

Qualifications

• Experience leading a service department and managing technicians.
• Strong budgeting and cost-control skills.
• Excellent customer service and communication abilities.

Responsibilities

• Schedule all service work and assignments for technicians.
• Advise customers of repairs and estimated costs.
• Charge out service tickets in a timely, profitable manner.
• Train service technicians and supervise performance.
• Control expenses while maintaining customer service quality.
• Prepare and monitor a sales and operating budget.
• Administer warranty claim procedures for machines sold.
• Maintain a clean and orderly shop and proper equipment placement.
• Attend company, store, and community functions as needed.
• Promote safety and ensure compliance with USDOT/OSHA/EPA/EEOC standards.
• Ensure productivity through cross-training and development.
• Coordinate with parts staff to secure necessary parts.

Skills

Leadership

Budgeting

Customer service

Scheduling

Education

High school diploma or equivalent

Job description

POSITION SUMMARY

Manages and directs all aspects of the Service Department in a manner which ensures maximum benefits and profitability to the company. Coordinates, motivates, and develops service department staff in effective and efficient operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned:

• Schedule all service work and assignments for technicians. Oversee work to insure satisfaction for the customers.
• Advise customers of repairs and estimated cost of their repairs.
• Charge out all service tickets, customer, internal and warranty in a timely profitable manner.
• Maintain clean and orderly shop area at all times and lot with correct placement of machinery.
• Maintain and keep current the service library manuals and bulletins.
• Train service technicians and assist when needed.
• Control expenses of service department while maintaining services for customers.
• Prepare and follow a sales and operating budget.
• Conduct regular service department meetings.
• Administer warranty claim procedures for all machines sold.
• Establish and maintain filing and storage system for warranty parts so any warranty necessary for return is on hand.
• Process and update service technician records, i.e. recovery rates.
• Attend any company, store and community functions that will benefit the dealership.
• Strive for innovative improvements that can be incorporated into existing practices.
• Provide programs to insure the productivity of each employee and to upgrade capabilities.
• Assure that employees are cross-trained to ensure adequate coverage for all positions.
• Insure that new machines and machines going out on a demonstration are clean and in ready to go condition; that follow-up service is conducted and required.
• Work closely with the parts personnel to insure parts required are available.
• Maintains knowledge of regulations and compliance as it related to USDOT, OSHA, EPA, and EEOC/ADA.
• Maintain a safe working environment and adhere to company safety program at all times.
• Perform other duties as assigned.

Customer Service Responsibilities

• Ensure every customer is satisfied with the products, services and support of all staff.
• Resolve customers concerns efficiently and effectively.
• Promote a positive attitude at all times.
• Maintain a professional appearance and demeanor.
• Exhibit Birkey's high level of customer service on a daily basis.
• Acknowledge appreciation of clients and customers.

This organization reserves the right to revise the essential position functions as the need arises.