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Service Operations Director

4 weeks ago

Swift Current, Canada Pattison Agriculture Full time

Purpose

At Pattison Agriculture, we are seeking a highly skilled Service Operations Director to lead our Service Department in delivering exceptional customer satisfaction and maximizing Return on Investment (ROIC) through optimized service processes. The ideal candidate will collaborate with General Managers, Branch Managers, and Service Managers to drive service sales growth, manage staff, and streamline workflow and budgets.

Key Responsibilities

  • Develop and execute 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, and enforce 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 and service department marketing.
  • Review and enhance the organization's customer satisfaction program.
  • Support branch personnel in recruitment and development of service staff.

Critical Capabilities

  • Outstanding customer service and communication skills.
  • Proven problem-solving experience.
  • Proficiency in computer software, including Microsoft Office and Dealer Business System.
  • Ability to self-manage and analyze internal and external reports.

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.