Director of Service Operations
1 month ago
Purpose
Develop and execute a strategic plan to optimize service department processes, ensuring customer satisfaction and maximizing return on investment (ROIC). Collaborate with General Managers, Branch Managers, and Service Managers to grow service sales, manage staff, and organize workflow and budgets. 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.
- Review and enhance the organization's customer satisfaction program.
- Support branch personnel in 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.
- 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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