JESCO, Inc. · 1 day ago
Service Manager
Middletown, DE
Full-time
Onsite
Mid LevelJESCO, Inc. is a premier dealer of heavy construction equipment and technology in the Northeast and Mid-Atlantic regions. The Service Manager is responsible for managing the day-to-day operations of the Service Department, ensuring high levels of customer service, and achieving assigned goals through effective leadership and talent management.
RentalWholesale
Hiring Manager
Mike Grefe
Responsibilities
Coordinate the daily shop service work within service department in terms of priority, manpower and equipment
Control and direct activity within the shop service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service area is in compliance with determined safety requirements
Communicate with supervisor as to updating tools when relevant
Coordinate PIP improvements with PIP coordinator for applicable machines in shop
Coordinate trouble-shooting diagnostics with technicians and manufacturer
Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels
Pro-actively communicate status of repair work with customers and or internal department managers
Resolve customer/service problems in a prompt and efficient manner with a high sense of urgency. This includes receiving equipment to be repaired, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up. This is to minimize customer inconvenience and maximize the dealership's business image with the customer
Resolve serious grievances to ensure customer satisfaction based on company policy and recommend exception. Communicate concerns promptly to Branch Manager
Coordinate with parts department for all shop parts requirements, including pre-pulling and ordering parts
Efficiently process all shop service work orders from order status to invoice status and maintain efficient control of technicians’ hours
Submit all warranty documentation to warranty administrator before filing claim. Monitor the warranty until final credit memo is issued
Individuals must comply with all safety requirements and be able to lift and move up to 70 lbs
Make yourself available for overtime, understanding the equipment repair business may call for it from time to time
Document factory recall procedures and update appropriate departments via correspondence as needed
Review, coordinate and attend with General Manager, the seminars, training courses and periodic management meetings to discuss management problems or changing trends within the industry
Direct and control equipment staging areas including bay utilization, wash rack and yard parking as designated for Shop
Ensure compliance with company policies and procedures giving special attention to safety regulations and efficient work habits. Provide guidance and direction to employees to assist in their professional development
Continually report to the product support manager any problems encountered with customer satisfaction, employee relations, or product performances
Cross train for product knowledge and procedures for all products represented by JESCO
Works with and assists in the development of direct reports
Backfills similar roles when necessary
Perform other related duties as assigned
Qualification
Required
Must have valid driver's license – must meet insurance underwriting requirements
Prior service management and/or customer service experience desired
Preferred
Deere Level 1, Deere Level 2, Deere Capstone Certification a plus!
Benefits
Comprehensive benefits packages
Career development paths
State of the art tools and equipment
Great working environment
Company
JESCO, Inc.
Largest distributor in the NE handling Parts, Sales, Service and Rentals of John Deere, The Wirtgen Group, DitchWitch and others.
Founded in 1972
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
T
Terry Robustelli
Founder
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