Service Operations Director

1 month ago


Yorkton, Canada Pattison Agriculture Full time

Purpose

As the Director of Service Operations at Pattison Agriculture, you 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. You will collaborate with General Managers, Branch Managers, and Service Managers to grow service sales, manage staff, and organize workflow and budgets. Your goal will be to attract, retain, and effectively engage department personnel.

Key Responsibilities

  • Develop and maintain the Service Department's strategic business plan to grow billable service hours.
  • Collaborate with service personnel to create and monitor annual service department goals and budget.
  • Work with Branch personnel to develop, communicate, enforce, and monitor effective service department processes.
  • Monitor service department performance relative to labor sales, Work-In-Progress (WIP), and expense control.
  • Support and coach the branch management team on WIP controls.
  • Develop and facilitate the execution of the service department marketing plan to grow labor sales.
  • Review and enhance the organization's customer satisfaction program.
  • Support branch personnel in the recruitment and development of service staff.
  • Collaborate with the Director of Service Support and Safety Manager to develop and implement Service Department safety rules and protocols.

Critical Capabilities

  • Demonstrated outstanding customer service and communication skills.
  • Proven experience solving problems effectively.
  • Experience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems.
  • Ability to self-manage and analyze internal and external reports.
  • Valid driver's license required.

Desired Experience and Qualifications

  • 5+ years' experience in Ag dealership operations with a technical or parts background.
  • Understanding of Work Order processing and Service Department metrics.


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