Service Operations Director
2 weeks ago
Pattison Agriculture Limited is seeking a highly skilled Service Operations Director to lead the development and execution of the company's service department strategy. The successful candidate will be responsible for driving customer satisfaction, maximizing return on investment (ROIC), and optimizing service department processes.
Key Responsibilities- Develop Service Department Vision
Collaborate with the executive team to develop a comprehensive vision for the company's service department, aligning with the organization's overall objectives.
Strategic Business PlanningDevelop, maintain, and guide the execution of the service department's strategic business plan to grow billable service hours, ensuring alignment with the organization's financial and operational objectives.
Service Department Performance ManagementCollaborate with service personnel to create and monitor annual service department goals and budget, ensuring customer satisfaction and service department performance.
Process Development and ImplementationWork collaboratively with branch personnel to develop, communicate, enforce, and monitor effective service department processes to ensure customer satisfaction and service department performance.
Performance Monitoring and AnalysisMonitor service department performance relative to labor sales, work-in-progress (WIP), and expense control across the organization, ensuring alignment with the organization's objectives.
WIP Control and CoachingSupport and coach the branch management team on the development and improvement of WIP controls, ensuring effective management of service department processes.
Service Department MarketingCollaborate with the Director of Service Support and Marketing team to create and facilitate the execution of the service department marketing plan, including advertising, marketing, and promotional programs to grow labor sales.
Customer Satisfaction and TrainingReview the organization's customer satisfaction program to enhance and maintain customer relationships and training relative to service support.
Staff Recruitment and DevelopmentSupport branch personnel in the recruitment and development of service staff, ensuring the service department has the necessary skills and expertise to deliver exceptional customer service.
Safety and ComplianceWork in collaboration with the Director of Service Support and the Safety Manager to develop, promote, and assist in the implementation of Service Department safety rules and protocols to ensure a safe work environment for all staff.
Critical Capabilities- Customer Service and Communication
Demonstrate outstanding customer service and communication skills, ensuring effective interaction with customers, staff, and stakeholders.
Problem-Solving and Analytical SkillsProven experience solving problems effectively, analyzing data, and interpreting internal and external reports to inform business decisions.
Technical SkillsExperience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems, ensuring efficient management of service department processes.
Self-Management and LeadershipAbility to self-manage and lead teams, ensuring effective collaboration and communication across the organization.
Communication and PresentationAbility to write and speak effectively to individuals and groups, ensuring clear communication of service department strategies and goals.
Analytical and Interpretive SkillsAbility to analyze and interpret internal and external reports, ensuring informed business decisions and effective service department management.
Valid Driver's LicenseValid driver's license required, ensuring the ability to travel to various locations as needed.
Desired Experience and Qualifications- Ag Dealership Operations Experience
5+ years' experience in Ag dealership operations with a technical or parts background, ensuring a deep understanding of service department processes and customer needs.
Service Department Metrics and UnderstandingUnderstanding of Work Order processing and service department metrics, ensuring effective management of service department performance and customer satisfaction.
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