Service Manager

Socket.dev; North Oxford (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Bonus Program

John Deere University Training

Medical, dental, vision, 401K Match

Referral Bonus

Earned PTO

Employee Assistance Program

Paid Company holidays

Company Paid Life Insurance

Great Work/Life Balance

Opportunities for advancement

Job summary

United Construction & Forestry is seeking a Service Manager to oversee shop and field service, assign personnel, and guide technicians in equipment repair. You'll coordinate with Deere on programs, warranties, and problems, while maintaining schedules for shop and field work and ensuring high customer satisfaction.

Qualifications include a bachelor's degree preferred, Deere/industry experience, and strong leadership.

Qualifications

• Excellent customer service and follow-through.
• Familiar with the equipment industry; Deere experience preferred.
• General understanding of mechanical terms and repair processes.
• Ability to use Service Advisor and standard desktop tools.
• Ability to work varying shifts, weekends, and holidays as needed.
• Strong financial and reporting skills for department operations.
• Ability to manage a fast-paced environment and supervise staff.
• Forklift certification required.
• Valid driver’s license and ability to travel for service/training.

Responsibilities

• Supervise all Service Department personnel.
• Open/close work orders and control shop jobs.
• Maintain and monitor detailed time and performance records.
• Monitor and schedule pick-up and delivery of equipment.
• Explain quotes and changes to customers to ensure satisfaction.
• Upsell services to keep product operating efficiently and safely.
• Stay current on Deere product improvement programs.
• Order and maintain needed shop supplies.
• Monitor customer satisfaction via calls and site visits.
• Coordinate with Deere on programs, warranties and technical issues.
• Interview and select qualified personnel.
• Report status of shop goals to RPSM or GM.
• Assist in planning service marketing programs.
• Act as site safety coordinator with Corporate Safety Manager.
• Monitor training needs and deliver as required.

Skills

Customer service

Equipment industry knowledge

Financial principles

Reporting and analytics

Team supervision

Forklift certification

Travel ability

Communication

Warranty/program coordination

Education

Bachelor's degree preferred

Two-year technical certificate

Heavy equipment service experience may substitute

Tools

Service Advisor

Job description

Description

Who We Are

United Construction & Forestry is a John Deere Dealership with multiple locations across the Northeast. We service customers in a variety of industries such as commercial, construction, agricultural, as well as consumers. United Ag & Turf strives for exceptional customer service throughout all our locations and departments including parts, sales, and service.

United sees an incredible opportunity in the Northeast to continue to expand the John Deere brand. We will continue to invest heavily in the region, building new facilities, updating and upgrading operations and empowering the business to continue to bring on talented, hardworking people to the team. United Construction & Forestry is a sister company to United Ag & Turf, so the opportunities for our employees to leverage career growth and advancement are endless. We invite you to join us now, as this is just the beginning.

What You’ll Get

• Bonus Program
• Training through John Deere University
• A comprehensive employee benefits plan that includes medical, dental, vision, and 401K Match
• Referral Bonus
• Earned PTO
• Employee Assistance Program
• Paid Company holidays
• Company Paid Life Insurance
• Great Work/Life Balance
• Opportunities for advancement

Job Type: Full-time

Schedule: Monday – Friday 1st shift – Saturdays as needed

United Construction & Forestry is looking for a Service Manager who will be responsible for maintaining a schedule of shop work, assigning personnel to specific work orders, giving work direction to Service Technicians in the repair of equipment, maintaining a schedule of field service work to be done while scheduling personnel for such, and maintaining a list of trucking to be done on pick-up and delivery of equipment.

What You’ll Do

• Supervise all Service Department personnel
• Supervise the opening and closing of work orders for control of each shop job
• Maintain and monitor detailed records of time and performance of Service employees
• Monitor and schedules pick-up and delivery of equipment
• Frequently interacts with the customer to explain quotes and any changes within the quote prior to services being performed to ensure customer satisfaction
• Up-sells any service that is necessary to keep the product operating more efficiently and safely
• Stays current on product improvement programs from Deere
• Order and maintain needed shop supplies
• Monitor customer satisfaction through phone calls and on-site visits
• Coordinates with Deere on programs, warranties and technical machine problems
• Interview and select qualified personnel
• Reports on the status of shop goal and objective achievement to either the RPSM or GM
• Assists in planning and developing service marketing programs
• Act as site safety coordinator in conjunction with Corporate Safety Manager
• Monitor training needs and provides for the delivery of such training as required

Requirements

What it Takes

• Excellent customer service skills and follow through ability
• Familiar with the equipment industry, John Deere and competitive products preferred
• General understanding of mechanical/technical terms, and knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment
• Ability to use standard desktop load applications, email, internet functions and Service Advisor
• Ability to work varying shifts, weekends, and holidays or as needed for an on-call rotating basis
• Solid understanding of financial principles relative to Service Department operations and company business systems
• Ability to create, analyze and interpret internal reports and provide feedback with areas of improvement
• Exhibits necessary skills to effectively manage a fast-paced environment
• Achieves and maintains forklift certification
• Ability to travel for customer service and training as needed
• Clean driver’s record and valid driver’s license

Preferred

• Two-year certificate from college or technical school and five years of related experience desired.

Education

Bachelor’s degree is preferred, Heavy equipment service experience may be substituted or combined with education.

Physical Requirements

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Maneuver on/under heavy equipment and around construction/agricultural sites with loose-footing and irregular terrain.
• Operate a motor vehicle both day and night.
• While performing the duties of the job, the employee is required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone
• Specific vision abilities required by this job include close vision requirements
• Hearing ability is sufficient to communicate with others in person or over the phone
• Light to moderate lifting may be required (up to 50 pounds)
• Ability to reach, stoop, kneel, and bend as needed