Service Manager

W3Global; Grady (AR); On-site; USD 65,000 - 110,000; Full time

Job summary

John Deere seeks a Service Department Manager for our Grady location. You will lead the location's service team, drive revenue, manage expenses, and ensure profitability while meeting safety standards.

Responsibilities include planning annual goals and budgets, coordinating logistics with customers and suppliers, and enforcing service processes to deliver outstanding customer satisfaction. This role requires strong leadership and problem-solving skills.

Qualifications

• 3+ years of experience in a service department with proven performance against metrics.
• Basic mechanical knowledge required.
• Experience operating vehicles, tools, and diagnostic equipment.
• Experience leading and collaborating in a team environment.
• Ability to analyze internal and financial reports.

Responsibilities

• Communicates, enforces, and monitors service department processes to ensure customer satisfaction.
• Drives revenue, manages expenses, and achieves budget profitability for the Service Department.
• Creates annual goals and budget for the location's service department.
• Executes service department marketing plan with VP direction.
• Schedules and assigns jobs according to staff skills.
• Coordinates logistics to/from customers and suppliers for timely service.
• Reviews work orders for completeness prior to customer billing.
• Maintains safety and operational compliance.

Skills

Service department experience

Performance metrics

Mechanical knowledge

Team leadership

Problem solving

Financial reporting

Job description

• Communicates, enforces, and monitors service department processes to ensure customer satisfaction
• Responsible for driving revenue, managing expenses, and generating profitability which meets or exceeds budget for the Service Department
• Creates annual location service department goals and budget, in alignment with the organization's financial and operational objectives
• Executes service department marketing plan with the direction from VP of Service Operations and Marketing manager
• Ensures that all service warranty and Product Improvement Program claims are processed within the required timeframe to the central warranty processor
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
• Coordinates Logistics to and from all customers as well as internally and from suppliers to ensure units are received, setup/repaired, and delivered in a timely and efficient manner
• Reviews work orders for completeness and accuracy prior to customer billing
• Coordinates customer on farm visits with Location manager
• Communicates daily with Location Manager, other departments, and other locations to ensure all tasks are completed as efficiently as possible in order to provide a positive customer experience.
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Completes Performance Reviews with all subordinates at least annually to discuss Performance and Improvement needed.
• Ensures all company objectives and policies are communicated and implemented within the department
• Assists with the development and training plans of service personnel and completes performance reviews of service staff along with location manager
• Display problem solving skills with emotional customers, conflict resolution and being able to compromise
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Ensures all Department Employees Follow all safety rules and regulations in performing work assignments
• Completes all routine inspection and safety protocols for the department
• Actively Participates in Location Safety Meetings and assists in all safety related tasks
• Maintains knowledge of John Deere and competitive products
• Responsible for maintaining operational safety, security, and appearance of company assets, building, and grounds
• Performs morning Pre-Shift Meetings with Department employees & covers all Safety related topics

Responsibilities:

• Communicates, enforces, and monitors service department processes to ensure customer satisfaction
• Responsible for driving revenue, managing expenses, and generating profitability which meets or exceeds budget for the Service Department
• Creates annual location service department goals and budget, in alignment with the organization's financial and operational objectives
• Executes service department marketing plan with the direction from VP of Service Operations and Marketing manager
• Ensures that all service warranty and Product Improvement Program claims are processed within the required timeframe to the central warranty processor
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
• Coordinates Logistics to and from all customers as well as internally and from suppliers to ensure units are received, setup/repaired, and delivered in a timely and efficient manner
• Reviews work orders for completeness and accuracy prior to customer billing
• Coordinates customer on farm visits with Location manager
• Communicates daily with Location Manager, other departments, and other locations to ensure all tasks are completed as efficiently as possible in order to provide a positive customer experience.
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Completes Performance Reviews with all subordinates at least annually to discuss Performance and Improvement needed.
• Ensures all company objectives and policies are communicated and implemented within the department
• Assists with the development and training plans of service personnel and completes performance reviews of service staff along with location manager
• Display problem solving skills with emotional customers, conflict resolution and being able to compromise
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Ensures all Department Employees Follow all safety rules and regulations in performing work assignments
• Completes all routine inspection and safety protocols for the department
• Actively Participates in Location Safety Meetings and assists in all safety related tasks
• Maintains knowledge of John Deere and competitive products
• Responsible for maintaining operational safety, security, and appearance of company assets, building, and grounds
• Performs morning Pre-Shift Meetings with Department employees & covers all Safety related topics

Qualifications:

• 3+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred, Basic Mechanical Knowledge
• Experience operating vehicles, tools, and equipment for diagnostic purposes
• Experience with basic computer functions; experience using Service ADVISOR' or other computer based diagnostic repair tools preferred
• Experience leading, communicating, and working cooperatively in a team environment
• Display problem solving skills such as emotional customers, conflict resolution and being able to compromise
• Experience analyzing and interpreting internal and financial reports