Service Operations Lead: Scheduling, Invoicing & Customer Experience

Heritage Tractor; Illinois; On-site; USD 60,000 - 75,000; Full time

Job summary

Heritage Tractor is seeking an Assistant Service Manager to lead service technicians, coordinate work orders from start to invoicing, and communicate with customers on quotes and status. This role supports the Service Manager in keeping the work pipeline full and aims to deliver an outstanding customer experience.

The candidate will supervise technicians, ensure efficient processes, and collaborate with other departments to meet HTI standards.

Qualifications

• Basic knowledge of accounting practices.
• Ability to use John Deere applications, Microsoft Office, and internet functions.
• High School Diploma or equivalent experience.
• Works in a standard office environment with computer usage.

Responsibilities

• Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarks.
• Support the execution of HTI service department processes that yield high productivity and excellent customer experience.
• Schedule and assign jobs and work areas to employees in the service department according to their skills.
• Create professionally prepared invoices using standard job codes and verify orders before billing.
• Review work orders and ensure correct parts are included.
• Schedule pick-up and delivery using TMS and ensure proper charges.
• Handle internal and external customer inquiries to the Service Department.
• Maintain service department filings and equipment manuals.
• Coordinate warranty processing to maximize credits and meet deadlines.
• Support managing Work in Process (WIP) to under 5% of total service sales.

Skills

Accounting basics

John Deere apps

Microsoft Office

Office procedures

Mechanical terms

Education

High School Diploma

Tools

John Deere applications

Microsoft Office

Job description

Heritage Tractor is seeking an Assistant Service Manager to lead service technicians, coordinate work orders from start to invoicing, and communicate with customers on quotes and status. This role supports the Service Manager in keeping the work pipeline full and aims to deliver an outstanding customer experience.

The candidate will supervise technicians, ensure efficient processes, and collaborate with other departments to meet HTI standards.