Service Manager

If you can answer yes to these questions Washington Tractor wants to hear from you!

Are you a team player with exceptional management skills?
Do you have prior Management experience at an Automotive or Equipment Dealer?
Do you want to work for a company earmarked for for growth while retaining hometown values local to our stores?
Do you have a customer service mindset to do what is right to build trusting relationships for generations to come?

Washington Tractor is a premiere employer in Washington State and a John Deere dealer for tractors, combines, hay equipment, farm equipment, riding mowers and Honda, Stihl, Hustler and Gem equipment. Teamwork, integrity and customer focus are at the forefront of all we strive to accomplish. We are looking for a detail oriented person with 3+ year of experience managing an Automotive, Tractor or Heavy Equipment Service Department. If your goal is to take pride in your mechanical abilities while exceeding customer expectations, we would like you hear from you.

Description:

The Washington Tractor Service Manager plays a significant role in driving profitability by managing excellent customer service, technical and operational excellence, and implementing best practices for the various delivery of repairs and maintenance. By partnering closely with the Service Technicians, Service Writers and Customers, the Service Manager ensures customer expectations are met.

Summary of Position:

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.

Job Requirements
Essential Duties:

- Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction.
- Creates annual Service Department goals and budget, in alignment with the organization's financial and operational objectives.
- Creates the Service Department budget and goals in alignment with the organization's financial and operational objectives.
- Achieve assigned metric standards for performance and profitability.
- Responsible for managing staff to ensure that all Service Department employees meet or exceed expected metrics.
- Accountable to ensure all budgets are maintained and control spending.
- 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.
- Ensures all departmental tools, equipment, are in good working order.
- Ensure all service vehicles are compliant with Washington State Dept. of Transportation regulations.
- Responsible for employee training metrics. Needs to oversee all employees maintain the minimum training credits.
- Coordinates customer clinics, field days, and related promotional events.
- Creates a positive work environment.
- Staffing management of service department.
- Perform other duties as assigned.

Personnel Management:

- Assist with ensuring daily appropriate staffing coverage of key positions during absences and identify when changes to staffing levels are needed.
- Ensure employees in all departments receive any "all-employee" communication from the organization leadership team.
- Assist in developing a positive reputation and image in the community that is consistent with the organization's mission, vision, and values.
- May attend periodic meetings with senior leadership to obtain direction and guidance on company goals.
- Liaise with marketing to protect, respond and promote positive brand and reputation.
- Weekly location department manager meeting (Sales, Parts, Service).
- Manage recruiting, staffing and employee development activities for employees reporting to this position.
- Maintain strategic training goals for department.
- Updates job knowledge with yearly training and certification courses completed as directed by corporate marketing manager. Stays up to date with latest trade journals and other resources.
- Perform duties and special projects as assigned.

Facility:

- Identify opportunities for asset or capital improvements in the department. Make necessary requests to leadership for approval. Implement capital improvement changes after approval is obtained.
- Ensure a professional appearance of the facility and surrounding property.

Experience, Education, Skills and Knowledge:

- High School Diploma or equivalent experience.
- 3+ years experience in Service Department operations.
- Ability to use standard desktop load 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.
- Ability to work extended hours and weekends.
- Excellent customer service skills.
- Demonstrates effective communication skills.
- Beginning to intermediate computer skills and ability to utilize all Washington Tractor systems with proficiency.
- Must maintain a company insurable driving record.

Additional Information
Physical Effort:

- Service Managers may be required to make repairs which often require them to work in tiring, awkward, and uncomfortable positions. They frequently stand or sit for long periods of time at a desk, may bend, stoop, crawl under equipment, and make repairs in other tight spaces.
- Ability to lift up-to 20 pounds unassisted and 75 pounds assisted.

Working Conditions:

- Retail store environment, service and repair shop, and stock room. Exposed to various work surfaces both inside and outside. The work is usually performed inside on concrete surfaces where there is exposure to drafts, noise, and fumes from vehicles. They are continually exposed to dirt, dust, and grease, and to the potential for burns, chemical irritations, shocks, bruises, cuts, and strains. To reduce dangers and irritations from these conditions, they follow prescribed safety practices and use safety equipment such as safety shoes and glasses, and ear protection.

Travel:

- Up to 10% driving or air travel.