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Director of Service Operations
2 months ago
Purpose:
The Director of Service Operations will be responsible for developing the Service Department's capacity to ensure customer satisfaction and maximize Return on Investment (ROIC) by optimizing service department processes. This role will collaborate with General Managers, Branch Managers, and Service Managers to grow service sales, manage staff, and organize workflow and budgets.
Key Responsibilities:
- Develop Strategic Vision: Collaborate with the executive team to develop the vision for the company's service department.
- Service Department Planning: Develop, maintain, and guide the execution of the service department's strategic business plan to grow billable service hours.
- Performance Monitoring: Work collaboratively with service personnel to create and monitor annual service department goals and budget for the entire organization, in alignment with the organization's financial and operational objectives.
- Process Improvement: Collaborate with Branch personnel to develop, communicate, enforce, and monitor effective service department processes to ensure customer satisfaction and service department performance.
- Performance Analysis: Monitor service department performance relative to labor sales, Work-In-Progress (WIP), and expense control across the organization in line with the organization's objectives.
- WIP Control: Support and coach the branch management team on the development and improvement of WIP controls.
- Marketing and Promotion: Work 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 for the organization.
- Customer Satisfaction: Review the organization's customer satisfaction program to enhance and maintain customer relationships and training relative to service support.
- Staff Development: Support branch personnel in the recruitment and development of service staff.
- Safety and Compliance: Work in collaboration with the Director of Service Support and the Safety Manager to develop, promote, and assist in the implementation of Service Departments safety rules and protocols to ensure a safe work environment for all staff.
Critical Capabilities:
- Customer Service: Demonstrated outstanding customer service and communication skills.
- Problem-Solving: Proven experience solving problems effectively.
- Technical Skills: Experience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems.
- Self-Management: Ability to self-manage.
- Communication: Ability to write and speak effectively to individuals and groups.
- Analysis: Ability to analyze and interpret internal and external reports.
- Driver's License: Valid driver's license required.
Desired Experience and Qualifications:
- Ag Dealership Operations: 5+ years' experience in Ag dealership operations with a technical or parts background.
- Service Department Metrics: Understanding of Work Order processing and understanding of Service Department metrics.
