Location: Hays, KS
Type of Employment: Full-Time
Description:
Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.
Responsibilities:
- Develops, communicated enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
- Assists with customer clinics, field days, and related promotional events
- Submits all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit
- Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge
- Reviews work orders for completeness and accuracy prior to customer billing
- Assists in implementing standardized job pricing processes that maximize service profitability, may be required to track and report implementation process
- Builds and maintains Standard Job Pricing database in the dealer business system
- Regularly obtains Marketing Service Times from John Deere Pathways website
- Communicates changes/additions of job codes with appropriate personnel
- Ensures all departmental tools, equipment, and vehicles are in good working order
- Manages recruiting, staffing and employee developmental activities for employee reporting to this position including employee reviews, disciplinary action, and motivating staff to reach full potential
- Promotes interdepartmental and organizational unity, working with other locations to ensure common practices and procedures
- Leads by example to display appropriate work ethic and positive attitude expected to all departmental personnel
- Supports Aftermarket Manager by providing departmental improvement suggestions, reporting items and issues regarding personnel concerns, and communicating recruiting and staffing needs
- Works with Aftermarket Manager to develop departmental goals and directives
- Is required to report for duty as scheduled by management, which may include additional hours during seasonal harvests or as needed
- Maintains a high level of personal hygiene and neat appearance
- Maintains a high level of customer service, conducting self in the presence of customers in a manner befitting the image of the company. This includes but is not limited to the ability to clearly explain to the customer's satisfaction, if called upon to do so, the diagnosis and repair of the equipment being discuss, responding promptly to customer's needs and managing difficult customer situations
- Displays a positive attitude and is optimistic when taking on new tasks. Cooperates with all employees in all departments and communicated effectively to ensure a productive work environment
- Responsive to customers' needs and reports all problems affecting the customer relationship with the dealership. Alert other departments with customer concerns as well as potential sales opportunities
- Manages difficult or emotional customer situations and adapts to changes in the work environment
- Attend training events as directed by management to maintain proficiency in job responsibilities
- Communicated improvement processes to management team
- Promote and incorporate our core values of Teamwork, Integrity, Value, Improvement, Communication, and Knowledge consistently in actions and communication
- Perform other duties as assigned by management
Requirements:
- 3+ years experience in Service Department operations
- Ability to use standard desktop applications such as Microsoft Office and internet functions
- Ability to write and speak effectively to individuals and groups
- Familiar with John Deere and competitive products
- Basic understanding of financial principles relative to Service Department operations
- Ability to analyze and interpret internal reports
- Excellent customer service skills
Comprehensive benefit package includes:
- BCBS health insurance with HSA option
- Dental, life & disability insurance
- 401(k) / Roth retirement plan with company matching
Contact HR at 785-831-4537 or bgoddard@carricoimplement.com with any questions
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