Department: Service
Reports to: Service Manager
Supervises: Technicians

Purpose:

Manages the flow of work through the service department from customer interactions through repair completion and invoicing. Works with service manager to maintain a high labor performance through increasing service labor sales and technician productivity.

Responsibilities:

• Assists with the assignment of jobs and work areas to Service Department employees according to their skills and knowledge
• Provides guidance and generates quotes for customer machine repairs
• Manages the entire work order cycle process, generation through closing and invoicing for customer work
• Works with the service manager to identify and execute continuous process improvements
• Communicates, enforces and monitors effective service department processes to ensure customer satisfaction
• Advises Service Manager of all customer complaints
• May fill the Service Manager role in their absence
• May approve the release of equipment for delivery to the customer
• Reviews work orders for completeness and accuracy prior to customer billing
• May assist in providing performance feedback for service technicians and staff to the Service Manager
• Ensures all service Warranty and Product Improvement Programs are completed, submitted to the warranty administrator within the required timeframe to receive maximum credit
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations in performing work assignments
• Maintains knowledge of John Deere and competitive products

Experience, Education, Skills and Knowledge:

• Experience using special tools and following Technical Manual procedures on machines of the Technician’s specialty
• Experience with off road, construction, lawn, or heavy equipment
• Experience operating vehicles, tools, and equipment for diagnostic purposes
• Experience with basic computer functions; experience using Service ADVISOR™ or other computer based diagnostic repair tools preferred
• Experience working cooperatively in a team environment
• Experience communicating effectively
• Experience analyzing and interpreting internal reports
• High School Diploma, GED, or equivalent experience required; Associates degree preferred

“In accordance with Federal law and the U.S. Department of Agriculture’s policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, disability, religion, sex and familial status. (Not all prohibited bases apply to all programs.) To file a complaint of discrimination, write to: USDA, Director, Office of Civil Rights, 1400 Independence Avenue, SW, Washington, DC 20250-9410 or call 800-795-3272 (voice) or 202-720-6381 (TDD).”