Service Department Manager
RDO Equipment Co. - Phoenix, AZ

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This individual will provide leadership in motivating, managing, and evaluating service team members. They will manage the service operations to ensure customer satisfaction.

Specific Duties Include:
  • Demonstrate leadership in all aspects of the store.

  • Coach and mentor service department employees on a regular basis with regards to efficiency, productivity, rework, and gross margin.

  • Accountable for ensuring all RDO Equipment Co. policies and procedures are followed within the store.

  • Ensure customer satisfaction. Work with the service team to know the customer's current and future expectations and work with all store departments to resolve customer concerns.

  • Understand and communicate the quarterly Profit Sharing program to employees.

  • Manage the scheduling of all service work and assignments.

  • Manage the timecard review and signoff for all technicians.

  • Ensure work orders are charged out in a timely, profitable manner.

  • Ensure the processing of warranty claims timely monitoring of warranty sub-ledger for all pieces of equipment.

  • Manage and maintain company property, including shop, equipment, and vehicles. Inventory company-purchased tools and follow checkout guidelines.

  • Facilitate or participate in monthly safety meetings.

  • Review monthly Risk Management Report by location with the General/Store Manager.

  • Create and monitor annual service department benchmarks and budget, in alignment with the company's financial and operational objectives.

  • Review all receivables at least monthly. Establish collection plans and monitor aggressively.

  • Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.

  • Foster a great place to work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.

  • Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers.

  • Ensure that the company/location reputation and image in the community is consistent with RDO Equipment Co. Core Values, and that business relationships with all stakeholders are not compromised.

  • Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.

  • Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to effectively and efficiently achieve ethical business objectives.

  • Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.

  • Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.

  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

  • Perform all other duties as assigned by management in a professional and efficient manner.

  • We are a proud John Deere agriculture and construction, Vermeer, Topcon, and RDO Water dealer group with more than 60 locations across the U.S.

  • Previous supervisory/management experience

  • Excellent customer service skills

  • Excellent oral and written communication skills

  • Strong computer skills

  • Industry experience preferred

  • College degree preferred

  • CareerBuilder - 11 months ago - save job