Responsibilities
? Champion of Deere initiatives for the Service Department
? Ensures the service managers follow effective processes for repair orders (retail, warranty, and unit prep).
? Standardizes procedures and processes throughout the company, ensuring consistent procedures and processes by service department.
? Oversees centralized warranty process for Service Department
? Maintains and strengthens manufacturer and vendor relationships.
? Coordinates marketing plan with other departments.
? Maintains open communication with service managers to ensure customers receive adequate and timely communications to produce positive results, including successfully resolving customer complaints and problems.
? Collaborates with other department directors/managers (Sales, Parts, and HR) to optimize company performance through resource management and mutual support.
? Responsible for CDI Deere program – Certified Dealer Instructor
? Monitors and focuses on profitability and is responsible for the service department's P/L.
? Understand financials and participate in monthly meetings to review the financial results compiled by the accounting team
? Embodies a sense of urgency and competitiveness, striving to resolve customer issues promptly akin to field service operations, aiming for a 24-hour response time and closing jobs swiftly to optimize cash flow.
? Develop performance evaluations recognition rewards to produce expected results from Service Managers.
? Develop a strategic plan to recruit, hire, and promote properly the correct people to the proper positions.
? Implements/controls the cost of the service operations.
? Monitors and achieve departmental business objectives/goals consistent with company policies, regulations, and expectations.
Experience, Education, Skills, and Knowledge
? 3+ years of previous experience as a Director of Service or related field.
? Bachelor’s Degree, a two-year degree, or certificate from a college or technical school is preferred.
? Experience leading others
? Ability to teach, coach, and lead service managers
? Experience using standard desktop applications such as Microsoft Office and Internet applications
? Effective communication skills (written and verbal)
? Ability to analyze and interpret internal reports
? Ability to work extended hours and weekends