Service Operations Leader: Drive Efficiency & Quality

HERITAGE TRACTOR LLC; Mendota (IL); On-site; USD 85,000 - 125,000; Full time

Job summary

Heritage Tractor LLC seeks a Service Manager to lead the Service Department, drive efficient workflow, and ensure high‑quality repair and maintenance service. You will coordinate technician scheduling, manage work orders from creation to invoicing, and partner with customers and other departments to complete work accurately and on time.

The role requires strong leadership, coaching, and a focus on teamwork, accountability, and continuous improvement.

Qualifications

• High school diploma or equivalent required.
• General understanding of mechanical or technical terminology preferred.
• Experience coordinating service operations or dealership service functions preferred.
• Experience using dealership management or manufacturer software systems preferred.
• Basic knowledge of accounting principles related to service operations.
• Proficiency with Microsoft Office applications, internet-based systems, and dealership business software.

Responsibilities

• Lead the daily operations of the Service Department to support customer satisfaction, productivity, and operational efficiency.
• Maintain a consistent pipeline of service work by coordinating scheduling and communicating with customers regarding service needs.
• Schedule and assign work to technicians based on skill level, workload, and business priorities.
• Manage the complete work order process, including opening work orders, monitoring job progress, reviewing completed work, and preparing accurate customer invoices.
• Review work orders to ensure accuracy, completeness, and proper parts usage before customer billing.
• Serve as a primary point of contact for internal and external customer inquiries related to service operations.
• Monitor technician progress and collaborate with available resources to improve efficiency and timely job completion.
• Maintain department records, equipment documentation, and service files.
• Coordinate with centralized warranty processing to ensure warranty claims and product improvement claims are submitted within required timeframes.
• Monitor work in process and support timely completion and invoicing of service work.
• Coordinate with the transportation department to maintain vehicle maintenance records in compliance with applicable DOT requirements.
• Conduct performance evaluations, provide coaching, and support the development of service technicians.
• Build positive working relationships with customers, coworkers, and other dealership departments.
• Foster a safe, organized, customer-focused, and team-oriented work environment.

Skills

Organizational skills

Customer service

Communication skills

Problem-solving

Education

High school diploma or equivalent

Tools

MS Office

Dealership software

Job description

Heritage Tractor LLC seeks a Service Manager to lead the Service Department, drive efficient workflow, and ensure high‑quality repair and maintenance service. You will coordinate technician scheduling, manage work orders from creation to invoicing, and partner with customers and other departments to complete work accurately and on time.

The role requires strong leadership, coaching, and a focus on teamwork, accountability, and continuous improvement.