Service Business Manager

5 months ago

Balcarres, Canada Next Level Group Full time

**Purpose**:
Oversees service operations within the dealership, ensuring internal and external customer satisfaction. Coordinates and directs the workflow of the Service Department for maximum efficiency and productivity while providing quality work. Grows profitable service labour sales and exercises disciplined expense control. Identifies and supports development of technician skills and training needs. Attracts, retains, and effectively engages department personnel.

**Key Responsibility Areas**:
**Business Development and Sales**
- Communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction
- Builds customer relations internal and external fostering growth
- Moves the business forward by adapting to and promoting new technologies both internal and external
- Executes the Corporate Service Marketing Plan with aim to grow Customer Labour Sales
- Coordinates customer clinics, field days and related promotional events

**Team Leadership and People Management**
- Create vision and excitement that motivates and inspires team members in their individual and collective pursuit of excellence
- Manages staffing and employee development activities for employees reporting to this position
- Where necessary, may assist with the development and training of service personnel
- Completes annual performance reviews of service staff
- Supported by Human Capital, manages recruiting efforts for the department, building a high function team to achieve set goals and future growth

**Financial**
- Creates and maintains a yearly departmental budget backed with a business plan to ensure a profitable Service Department with forward growth
- Monitors service sales/gross margin/net profit monthly to ensure achievement of budgeted sales and profit goals, adjusts business plan as needed to meet goals
- Manages inventory hours to achieve growth through Technician headcount and efficiency gains
- Manages costs and expenses to achieve a healthy gross margin and bottom line
- Reports on department financials on a quarterly basis to senior management with accountability of achieving budgeted goals

**Organization / Department / Team Support**
- Ensures all departmental tools, equipment, and vehicles are in good working order
- Works to build and maintain constructive co-worker relations, and effective and productive team dynamics

**POSITION PROFILE**

**Service Business Manager**
- Manages Service Department workflow and processing to ensure maximized productivity and efficiencies in all areas
- Reviews large, complex, or exceptional work orders for completeness and accuracy prior to customer billing to ensure customer satisfaction

**Personal Development**
- Maintain up-to-date and current product knowledge
- Maintain technical and behavioural skills
- Works to expand business management skills

**Critical Capabilities**
- Experience leading and supervising others effectively
- Effective communicator in all aspects with customers, staff, and corporate entities
- Ability to have difficult conversations
- Provides exceptional customer service that promotes customer satisfaction, increased sales & and establishes long-term customer relationships
- Ability to build relationships, offers coaching and inspiration that fosters employee growth
- Capable to delegate workload where appropriate and hold staff accountable for their actions
- Ability to structure a planned and organized approach to ensure that operations are proactive rather than reactive
- Ability to analyze and solve problems and make sound decisions
- Ability to identify priorities, goals both at the branch and corporate level
- Have a forward-thinking mindset that seeks out opportunities to change and grow
- Must have a positive attitude, strong work ethic who is a team player
- Ability to work flexible or extended hours, weekends, and holidays, if necessary
- Valid driver’s license required

**Desired Experience and Qualifications**
- Minimum 5+ years’ experience in Service/Parts/Sales Department operations
- Familiar with John Deere and competitive products
- Proven Agricultural Industry related management skills
- Knowledge of the Agriculture Industry with a general mechanical awareness

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