Service Operations Manager

This role will provide leadership in recruiting hiring motivating managing and evaluating service team members. The Service Operations Manager will manage the overall service department operations to ensure customer satisfaction including business growth through marketing and customer visits.

$85000 $115000 / year

Compensation & Benefits:

• 32% bonus potential
• Comprehensive benefits package
• Training and development as well as opportunities to grow within the organization

Specific Duties Include:
Work with the service team to ensure customer satisfaction through proper follow up and communication. Collaborate with all departments to resolve customer concerns.
Mentor coach train and guide Service Managers in all service department management areas of responsibility. Emphasis on people management and developing skills related to hiring and performance management.
Understand and communicate the Profit Sharing program to employees.
Ensure work orders are charged out in a timely and in a profitable manner.
Verify and drive accountability around effective use of the service scheduling and Ewalk tools to properly manage the flow of the work order process to completion. (customer internal and warranty)
Proactively meet with and engage customers each month to develop maintain and grow relationships in order to drive business growth and customer satisfaction.
Ensure the service department is managed to company benchmarks for workinprogress (WIP) and billinginprogress (BIP).
Ensure the processing of warranty claims and timely monitoring of warranty subledger for all pieces of equipment.
Meet with Service Managers regularly to review department operations and financial performance profitability efficiencies and employee matters.
Effectively communicate and partner with the General/Store Management to grow and meet the projected financial and budgeted benchmarks.
Support recruiting efforts hire qualified team members and develop the team.
Maintain inventory for companypurchased tools and follow checkout guidelines.
Coach and mentor service department employees.
Responsible for safety behavior inspections safety repairs noted during inspections reporting safety meetings and all things safety for the entire store location.
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 companys financial and operational objectives.
Demonstrate leadership in all aspects of the store.
Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly openbook meetings conducting regular team meetings encouraging an opendoor policy and proactively seeking feedback from team members.
Foster an engaged work environment within the location/s encouraging accountability open communication teamwork and a commitment to servicing 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 companysponsored 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.

Job Requirements:
Previous supervisory/management experience
Excellent customer service skills
Excellent oral and written communication skills
Strong computer skills
Industry experience preferred
College degree preferred
Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship

Required Experience:

Manager