Service Manager

Greenway Equipment, Inc.; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Greenway Equipment, Inc. seeks a Service Department Manager to lead the service team and drive profitability while delivering exceptional customer experiences. The role focuses on enforcing service processes, coordinating logistics, and achieving departmental goals in alignment with company objectives.

The position emphasizes leadership, operational planning, and hands-on knowledge of diagnostic tools to support service operations and customer satisfaction.

Qualifications

• 3+ years of experience in a service department.
• Strong communication and interpersonal skills.
• Experience leading a team and meeting performance metrics.
• Familiarity with diagnostic tools and vehicle systems.

Responsibilities

• Communicates, enforces, and monitors service department processes to ensure customer satisfaction.
• Drives revenue, manages expenses, and generates profitability which meets or exceeds budget for the Service Department.
• Creates annual location service department goals and budget in alignment with financial and operational objectives.
• Executes service department marketing plan with direction from leadership.
• Coordinates logistics to and from customers to ensure units are received, setup/repaired, and delivered timely.

Skills

Team leadership

Communication

Problem solving

Customer service

Operational planning

Tools

Service ADVISOR

Job description

Join the Greenway team and join a work environment that encourages growth, offers educational opportunities and competitive benefits. We are a team of hardworking individuals who have a common goal of serving exceptional customer experience while creating an enjoyable work environment.

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

Help us continue to meet our two Guiding Principles of Building a Sustainable Business while providing an Exceptional Customer Experience.

It is the policy of Greenway not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

For more than 30 years, we have been the trusted equipment dealer of customers from all over Arkansas and Southeast MO. We are recognized by our customers as an innovative and trusted partner who is focused on improving organizational efficiencies through worry free solutions. We provide an energized environment for our employees in which they have pride in their employment, opportunities for career development, and a focus on family. We continue to reinvest in the communities in which we operate. our mission to support your operation, no matter what the need.