Career Detail

Location: Sandy Creek, NY
Type of Employment: Full Time


The Service Manager is responsible for providing new and returning customers with an outstanding equipment repair experience. They drive sales and profitability by providing the right solution for our Customers. The right person for this position must posses a highly organized approach to daily communication with Customers and Technicians and the management of the invoice process. The Service Manager must be able to manage the department by effectively scheduling the Technicians, customer appointments and organizing work flow to deliver quality work in a timely manner. This person must have excellent leadership qualities that will lead a team and the department to success.

Work closely with other leaders and employees in the store to ensure building operations remain safe, secure, and well maintained. Attract, retain, and effectively engage Service Department personnel.

Performance Expectations:

Manage service repairs and assign jobs and work areas to employees in the Service Department according to their skills and knowledge

Ensures timely completion & invoicing of all service repair orders to maximize department profits and customer satisfaction

Resolves elevated customer issues as needed with a high level of customer service; escalating if needed

Participate in regular team meetings between department managers to identify and implement ways to foster teamwork between departments at their branch location

Assists in the development and execution of effective Service Department policies and processes

Creates annual branch Service Department forecast & goals, in alignment with financial & operational objectives

Executes Service Department’s strategic & marketing plans and regularly reviews progress to ensure achievement of goals

Effectively communicates with the Corporate Service Manager, Branch Parts Manager and branch personnel

Responsible for hiring, training and development of service personnel

Completes performance reviews of service personnel and delivers appropriate corrective action and discipline as needed

Ensures all department tools, equipment and vehicles are in good working order

Identifies and develops new customer and business opportunities to achieve department growth

Ensures a professional appearance of the facility, assets, personnel and surrounding property promoting a positive reputation in the community; identifies opportunities for improvements and makes requests to leadership as needed

Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance

Ensures safety compliance within the Service Department

Experience, Education, Skills, and Knowledge:

Bachelor’s degree preferred or equivalent experience required

3 years of equipment industry or service experience

Excellent customer service skills and follow through ability

Familiar with the equipment industry, John Deere and competitive products

General understanding of mechanical/technical terms, and knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment

Ability to manage personnel and adhere to company policies and procedures

Ability to use standard desktop load applications, email, internet functions and Service Advisor

Ability to work varying shifts, weekends, and holidays or as needed for an on-call rotating basis

Neat and clean personal appearance (in accordance with company policy)

Ability to write and speak effectively to individuals and groups

High level of attention to detail and accuracy of information

Solid understanding of financial principles relative to Service Department operations and company business systems

Ability to create, analyze and interpret internal reports and provide feedback with areas of improvement

Exhibits necessary skills to effectively manage a fast paced environment

Exhibits strong desire to expand personal development

Ability to work within and promote a strong team environment across all departments

Exhibits a willingness to accept additional assignments

Achieves and maintains forklift certification

Ability to travel for customer service and training as needed

Clean driver’s record and valid New York State driver’s license

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