Service manager

Summary

The Service Manager is responsible for creating and maintaining healthy relationships with customers, completing work orders and invoices, preparing warranty claims, reporting and minimizing aged work-in-process, maintaining service records and quality control records, completing job status reports, maintaining current billing cycle, giving yearly performance reviews, determining labor needed, assisting with diagnosing technical machine issues, working with employees to obtain training, conducting safety meetings and other general service department duties as directed by the Branch Manager and the General Service Manager.

Essential Functions

Administrative

Maintain department communication in order to complete work and grow service labor sales. Utilize various computer programs and John Deere communication tools as resources. Plan work schedule. Maintain a clean, orderly and safe work area and appearance.

Inventory Control

Maintain personal and department tool inventory.

Service

Complete service data on invoices. Open and close work orders in a timely manner in order to minimize aged work-in-process. Perform basic diagnostics and determine what repairs are needed and advise customers of replacement parts as necessary. Repair and replace damaged or worn parts. Test mechanical products and equipment after repair or assembly to ensure proper performance and compliance. Prepare all reports and forms required in conjunction with work orders, taking note of the cause of failure/problems. Prepare warranty information. Service and maintain company vehicle and shop. Maintain flat rate in accordance with the Standard Pricing Guide (SPG). Utilize Marketing Service Times (MST’s) to quote jobs. Maintain current knowledge of Company and competitor products. Maintain condition of vehicles, inventory, tools and equipment. Read and understand operating manuals, blueprints and technical drawings. Maintain quality control records. Generate work preview reports and code established flat rates. Complete job status reports. Work order log. Work with customer invoicing problems. Read and understand financial operating statements.

Manage

Give yearly performance reviews for department technicians. Determine labor needed in preparation for work loads and plan the work schedule. Work with John Deere Territory Representatives to communicate difficult machine issues. Assist factory and engineers with diagnosing technical machine issues. Insure Service Department is productive. Maintain billing cycle efficiencies, expenses and gross margins. Reports work in process.

Training

Work with employees in obtaining technician certification and complete training needs. Conduct monthly safety meetings.

Other Functions

Deliver parts, run errands, etc. as needed. Assist with other duties assigned and directed by corporate management within the frame work of Murphy Tractor and Equipment Company, Inc.’s objectives.

Knowledge/Skills/Abilities

Strong knowledge of methods, materials, tools and techniques used in the repair of heavy construction equipment. Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Good skills in operating vehicles and equipment used for diagnostic purposes. Strong focus on customer service. Strong knowledge of Microsoft Office and Internet. Basic knowledge of office machines, including copier, fax and printer. Able to communicate effectively as appropriate for the needs of customers or coworkers. Strong attention to detail. Able to work effectively in a team environment. Able to process work with accuracy. Meet commitments and deadlines. Able to complete required documentation and reports in a timely manner. Able to perform multiple tasks simultaneously. Able to work a flexible schedule as needed. Able to organize and prioritize numerous tasks and complete them under time constraints. Demonstrates openness to new procedures, technology and structure.

Physical Requirements and Work Schedule

Able to do occasional lifting of up to 50 lbs. Employee must be able to stand for an extensive amount of time. Able to move or hold arms and hands in small areas, utilizing tools, for an extensive amount of time. Able to use tools that vibrate for an extensive amount of time. Able to work flexible schedule, including some evenings and weekends.

Education/Work Experience

High school diploma or GED required. Two year certificate from a college or technical school or at least five years related experience and/or training in the subordinate position. Murphy Tractor & Equipment Co. is an equal opportunity employer.