Service Operations Director

1 week 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 department processes. This role 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, aligning with the organization's financial and operational objectives.
  • Collaborate with service personnel to create and monitor annual service department goals and budget, ensuring customer satisfaction and service department performance.
  • Work with Branch personnel to develop, communicate, enforce, and monitor effective service department processes, ensuring customer satisfaction and service department performance.
  • Monitor service department performance relative to labor sales, Work-In-Progress (WIP), and expense control, ensuring alignment with the organization's objectives.
  • Support and coach the branch management team on WIP controls and service department process improvement.
  • Develop and execute the service department marketing plan, including advertising, marketing, and promotional programs, to grow labor sales.
  • Review and enhance the organization's customer satisfaction program, ensuring customer relationships and training relative to service support.
  • Support branch personnel in the recruitment and development of service staff.
  • Collaborate with the Director of Service Support and Safety Manager to develop, promote, and implement Service Department safety rules and protocols, ensuring a safe work environment.

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 prioritize tasks effectively.
  • Ability to write and speak effectively to individuals and groups.
  • Ability to analyze and interpret 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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