Service Operations Lead — Scheduling & Customer Experience

Heritage Tractor Inc.; Kewanee (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Heritage Tractor Inc. in Kewanee, IL seeks an Assistant Service Manager to lead service technicians, coordinate the work queue, and support the Service Manager in maintaining a steady pipeline of work.

The role involves overseeing the entire work order lifecycle from opening to invoicing and communicating with customers about quotes, status, and scheduling. The ideal candidate will have basic accounting knowledge, proficiency with John Deere applications and Microsoft Office, and a strong

Qualifications

• Basic accounting knowledge is required.
• Proficiency with John Deere applications, Microsoft Office, and internet functions.
• Knowledge of office procedures.
• General understanding of mechanical and technical terms preferred.
• High school diploma or equivalent experience.

Responsibilities

• Provide support in keeping the pipeline filled with work and manage customer experience to exceed benchmarks.
• Support the execution of consistent HTI service department processes that yield high productivity, charge out efficiency, excellent expense control and an outstanding customer experience.
• Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge.
• Responsible for creation of a professionally prepared invoice by properly using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing.
• Review work order segments and ensure they include correct parts.
• Schedule pick-up and delivery using TMS and charges are properly charged per HTI requirements.
• Fields internal and external customer inquiries to the Service Department.
• Maintains Service Department filings and records related to equipment manuals.
• Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.
• Support managing Work in Process (WIP) to less than 5% of Total Service Sales.
• Monitor technician progress on jobs and engages other resources to improve job efficiency.
• Work with Transportation Department to maintain vehicle maintenance files in accordance with DOT regulations.
• Maintain a positive and professional working relationship with peers, management, and support personnel with a constant commitment to teamwork and exemplary customer service.

Skills

Basic accounting knowledge

Office procedures

Mechanical/technical terms understand

Education

High School Diploma or equivalent

Tools

John Deere applications

Microsoft Office

Internet / web functions

Job description

Heritage Tractor Inc. in Kewanee, IL seeks an Assistant Service Manager to lead service technicians, coordinate the work queue, and support the Service Manager in maintaining a steady pipeline of work.

The role involves overseeing the entire work order lifecycle from opening to invoicing and communicating with customers about quotes, status, and scheduling. The ideal candidate will have basic accounting knowledge, proficiency with John Deere applications and Microsoft Office, and a strong