Position Specifics:

Reports to:

Aftermarket Manager, General Manager Supervises:

Assistant Service Manager, Service Writer, Service Technicians, Service Students, Relocation Specialists Purpose:

This position is primarily responsible for building and maintaining customer relationships on behalf of the company. The position is accountable for all customer service activities and plays an important role in developing customer goodwill and contributing to the financial performance of the company. Primary responsibilities include overseeing lawn and garden and commercial equipment and product areas sold and serviced by the dealership, management of service department personnel, service support activities, customer problem solving, communication, and coordination of activities. Responsible for the safe and efficient, and profitable operation of the service department. Advises and makes recommendations with respect to the best interests of the service department.

Responsibilities:

Assists with the development of an annual budget plus goals and objectives for service labor sales, profitability, shop efficiency, shop warranty and expenses, monitoring results on a monthly basis. Assists with the development of an annual marketing strategy including marketing programs for generating service work and related parts sales in line with customer needs and market potential, with particular regard to on-going promotional activities in service in the off-season. Periodically visits primary customers to monitor customer relations and keep in tune with their needs and problems. Assists with the recruiting, screening and selection of candidates, when required, to add personnel to the service department. Maintains all management reports necessary to audit the performance of the department and individual employees on a monthly basis. Develops, maintains, and adheres to a priority system for incoming service work, both customer and internal. With assistance from shop foreman, schedule and assign jobs and work areas to employees according to their skills and knowledge. Reviews work orders for approval prior to customer billing and ensure that payment has been arranged prior to completion of work and/or equipment leaving premises. Ensures that all required company warranty and product improvement programs are completed on a timely basis. Directly oversees and works with service clerk to ensure all daily tasks are performed in a timely, professional manner. Reviews work in process with assistance of service clerk to ensure timely billing and strive to maintain a goal of no work in process older than 90 days. Evaluates on a monthly basis, the performance of the service department and employees through general observations and the use of the control reports. Coordinates training programs and service meetings for dealership and customer personnel with the aftermarket manager and service training coordinator. Ensures that necessary shop tools and equipment are available and maintained in good order. With assistance from shop foreman, set up trucking schedule for pick-ups, deliveries, and will-calls. Makes recommendations regarding the purchase of service vehicles and maintains fleet in good order. Performs other duties or functions requested by management that are in line with the objectives of the dealership. Serves as a member of the Mid-State Team. Communicates regularly with all other operating departments to assure good working relationships and the pursuit and achievement of companywide goals.