Service Operations Director
2 months ago
Purpose
As the Director of Service Operations at Pattison Agriculture, you will be responsible for developing and implementing strategies to optimize service department processes, ensuring customer satisfaction, and maximizing Return on Investment (ROIC). You will collaborate with General Managers, Branch Managers, and Service Managers to drive service sales growth, manage staff, and organize 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.
- Develop and implement customer satisfaction programs to enhance customer relationships and training.
- Recruit and develop service staff in collaboration with Branch personnel.
- Work 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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