Service Manager - Retail

The Service Manager oversees the daily service operations for service department including safety, employee retention and engagement, customer experience, and profitability. The Service Sales Manager is responsible for the overall profitability and long-term success of the service department. The position manages and directs a team of technicians and support staff while ensuring high quality of work and repairs to customer equipment in the shop or field location. The Service Manager utilizes the highest level of customer service and certifies that warranty guidelines are met. Responsibilities: Recruits, hires, trains, develops and appraises staff effectively. Identifies employees skills and develops them by coaching and counseling on a regular basis. Develops an annual budget for the service department and regularly reviews results to ensure successful achievement of the budgeted targets. Ensure the service department image and reputation are consistently at an acceptable standard. Adheres to all dealer standards from the manufacturers. Regularly collect and review feedback from customers to ensure a high level of satisfaction with the customer experience. In conjunction with the Region Aftersales Manager, develops and executes a service marketing plan. Seeks and achieves opportunities to increase shop revenue. Reviews re-work from the shop and ensures the quality of the work in the shop is consistently improving and lost time is diminished. Stays up to date on product training and handles incoming customer machinery concern and questions.