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Job Description
OBJECTIVES
Effectively optimize Service Department operations within the Kubota dealership to maximize return on investment (ROI) and streamline processes, ensuring consistent customer satisfaction. Foster direct communication with customers across all platforms, ensuring clarity and satisfaction regarding the status of their repaired machines. Provide strong leadership and direction to technicians by organizing and prioritizing repair tasks to ensure efficient workflow. Promote a positive, energetic, and transparent workplace culture, cultivating a supportive environment for both technicians and customers.
DUTIES AND RESPONSIBILITIES
Develop and Monitor Service Processes:
Design, communicate, and regularly assess Service Department processes to guarantee exceptional customer satisfaction and operational efficiency.
Sales Department Support:
Collaborate with the Sales Department to balance internal service operations with external customer labor sales, ensuring smooth integration between departments.
Marketing and Outreach:
Execute and contribute to the Service Department's marketing initiatives, promoting the department's offerings to current and prospective customers.
Customer Communication:
Maintain regular communication with customers across various channels (online platforms, phone, in person), providing updates on the status of repairs and ensuring a positive experience.
Service Campaign Compliance:
Monitor and ensure compliance with Kubota service campaigns, factory recalls, and necessary repairs to meet all required Kubota standards and deadlines.
Job Scheduling and Technician Assignment:
Assign work tasks to Service Department technicians based on their skills, knowledge, and expertise, optimizing department efficiency and turnaround times.
Work Order Accuracy:
Review and ensure all work orders are complete and accurate prior to billing to minimize errors and improve overall billing accuracy.
Billing and Invoicing:
Accurately invoice completed work orders using a flat-rate system, ensuring proper repair segmentation and transparency in pricing.
Technician Assistance:
Provide hands-on support to technicians by assisting with complex repairs and addressing challenges that may arise during service tasks.
Cross-functional Collaboration:
Work alongside warranty processors, service writers, and other team members to ensure seamless operations and customer service.
Manufacturer Relations:
Represent the company with professionalism when interacting with manufacturer representatives, ensuring alignment on service-related matters.
Travel and Training:
Be willing to travel and participate in training as required, staying current on industry trends and product knowledge.
Safety and Compliance:
Promote a culture of safety within the department, ensuring adherence to local and federal safety regulations to maintain a safe work environment.
Reporting and Oversight:
Report to the Service Manager or VP of Aftermarket, ensuring alignment with overall company goals and strategies for the Service Department.
REQUIREMENTS
Experience:
Minimum of 3 years of experience in Service Department operations or a customer service-focused role within an automotive, machinery, or similar technical service environment.
Technical Proficiency:
Proficient in using company-specific software, Microsoft Office Suite, Google Workspace, and internet-based platforms for communication, reporting, and operational tasks.
Industry Knowledge:
Familiarity with Kubota homeowner, agricultural, and construction equipment is preferred to provide better service to customers and effectively guide the team.
Financial Acumen:
A basic understanding of financial principles and metrics related to Service Department operations, including cost management, pricing, and profitability.
Leadership and Attitude:
Demonstrated ability to lead, motivate, and inspire a team of technicians, fostering a positive, enthusiastic, and productive workplace. A proactive, problem-solving approach is essential.
Communication Skills:
Strong interpersonal and communication skills with the ability to effectively engage with customers, technicians, and cross-functional teams.
Adaptability:
A flexible, open-minded approach to learning new technologies and processes in a dynamic service environment.
Pay:
$18.00 - $23.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance
