Service Operations Manager
Company: RDO Equipment
Posted on: November 19, 2023
This role will provide leadership in recruiting, hiring,
motivating, managing, and evaluating service team members. The
Service Operations Manager will manage the overall service
department operations to ensure customer satisfaction including
business growth through marketing and customer visits.
Specific Duties Include:
Work with the service team to ensure customer satisfaction through
proper follow up and communication. Collaborate with all
departments to resolve customer concerns.
Mentor, coach, train and guide Service Managers in all service
department management areas of responsibility. Emphasis on people
management and developing skills related to hiring and performance
Understand and communicate the Profit Sharing program to
Ensure work orders are charged out in a timely and in a profitable
Verify and drive accountability around effective use of the service
scheduling and Ewalk tools to properly manage the flow of the work
order process to completion. (customer, internal and warranty)
Proactively meet with and engage customers each month to develop,
maintain, and grow relationships in order to drive business growth
and customer satisfaction.
Ensure the service department is managed to company benchmarks for
work-in-progress (WIP) and billing-in-progress (BIP).
Ensure the processing of warranty claims and timely monitoring of
warranty sub-ledger for all pieces of equipment.
Meet with Service Managers regularly to review department
operations and financial performance, profitability, efficiencies,
and employee matters.
Effectively communicate and partner with the General/Store
Management to grow and meet the projected financial and budgeted
Support recruiting efforts, hire qualified team members, and
develop the team.
Maintain inventory for company-purchased tools and follow checkout
Coach and mentor service department employees.
Responsible for safety behavior, inspections, safety repairs noted
during inspections, reporting, safety meetings, and all things
safety for the entire store location.
Review monthly Risk Management Report by location with the
Create and monitor annual service department benchmarks and budget,
in alignment with the company's financial and operational
Demonstrate leadership in all aspects of the store.
Ensure that appropriate communications take place throughout the
location/s by facilitating/participating in monthly open-book
meetings, conducting regular team meetings, encouraging an
open-door policy, and proactively seeking feedback from team
Foster an engaged work environment within the location/s,
encouraging accountability, open communication, teamwork, and a
commitment to servicing the customer.
Lead and manage all business and/or department activities related
to ensuring the customer experience is positive and that all team
members are committed to creating solutions and long term
relationships with customers.
Ensure that the company/location reputation and image in the
community is consistent with RDO Equipment Co. Core Values, and
that business relationships with all stakeholders are not
Manage the evaluation, allocation, and management of physical and
financial resources and administer the hiring,
development/training, management, evaluation, and effective
assignment of people resources.
Responsible for ensuring that sound and safe business practices and
processes are implemented and continuously improved to effectively
and efficiently achieve ethical business objectives.
Follow all safety rules and regulations while performing work
assignments and adhere to all policies and procedures as specified
in company manuals and as directed in the employee handbook.
Proactively seek and participate in available company-sponsored
training, in an effort to develop and advance knowledge base and
Maintain a positive and professional working relationship with
peers, management, and support resources, with a constant
commitment to teamwork and exemplary customer service.
Perform all other duties as assigned by management in a
professional and efficient manner.
Previous supervisory/management experience
Excellent customer service skills
Excellent oral and written communication skills
Strong computer skills
Industry experience preferred
College degree preferred
Candidates must have valid work authorization and be able to work
in the U.S. without company sponsorship Associated topics:
fertilize, forklift, lawn, manage, management, manufacture, plant,
scanner, ship, transplant
Keywords: RDO Equipment, Phoenix , Service Operations Manager, Executive , Phoenix, Arizona
Didn't find what you're looking for? Search again!