Service Operations Leader: Drive Efficiency & Customer Experience

Heritage Tractor; Illinois; On-site; USD 80,000 - 100,000; Full time

Job summary

Heritage Tractor seeks a Service Manager to lead technicians, coordinate the service department, and ensure a smooth work-order lifecycle from start to invoicing in IL. You will maintain customer communication regarding quotes, status, and scheduling while aligning with other departments to deliver outstanding service.

The role focuses on keeping work pipelines full, improving productivity, and supervising staff to provide an exceptional customer experience.

Qualifications

• Basic knowledge of accounting practices.
• Ability to use standard John Deere applications, Microsoft Office, and internet functions.
• Knowledge of office procedures.
• General understanding of mechanical/technical terms is preferred.
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse.
• Physical requirements include lifting at least 10 lbs.

Responsibilities

• Keep the pipeline filled with work, manage customer experience to exceed benchmarks.
• Execute consistent HTI service department processes to ensure high productivity, efficiency, revenue recovery, 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. Schedules and maintains mass channel relationships.
• Responsible for creation of a professionally prepared invoice by 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.
• Verifies pick-up and delivery charges are properly charged per HTI requirements.
• Fields internal and external customer inquiries to the service department.
• Maintains service department filing 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.
• Manage 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.
• Prepare and conduct performance reviews with technicians.
• Maintain a positive and professional working relationship with peers and management. Support personnel with a constant commitment to teamwork and exemplary customer service

Education

High School diploma or equivalent experience

Job description

Heritage Tractor seeks a Service Manager to lead technicians, coordinate the service department, and ensure a smooth work-order lifecycle from start to invoicing in IL. You will maintain customer communication regarding quotes, status, and scheduling while aligning with other departments to deliver outstanding service.

The role focuses on keeping work pipelines full, improving productivity, and supervising staff to provide an exceptional customer experience.