This individual will effectively lead and direct the Customer Service Advisors (CSAs) on a regional level. They will coordinate aftermarket activities and cooperate with all stores within the region to best serve the needs of the customer and employees, working closely with General Managers and Store Managers to drive aftermarket and product support initiatives.
Specific Duties Include:
Demonstrate leadership in all aspects of the aftermarket and support departments within the region.
Lead and monitor regional Aftermarket strategic plans for the service departments and monitor to ensure achievement of established goals.
Coach and mentor their direct reports, as well as the service managers within the region (in coordination with General Managers and/or Store Managers)
Develop and maintain effective service department processes to ensure internal and external customer satisfaction.
Assist in creating annual parts and service department benchmarks and budgets for the region, in alignment with the financial and operational objectives.
Develop, implement, and manage consistent programs in relation to customer relationships which would include; Marketing (Store and Regional Approach), communication, best practice sharing.
Partner with the Service Managers to monitor the operations and financials of the Service Departments as it relations to performance, staffing, process, profitability, growth strategy, and safety practices.
Actively participate in the annual budget process
Develop and implement both internal and external training to include career path initiatives, management coaching, customer programs, technician capstone training, and MIRC follow up.
Manage the Customer Service Advisor Program which would include marketing programs to customers, promote the Customer Engagement Initiative, monitor coverage needs, sales training and support, participate in ride along opportunities, and promote extended warranties.
Develop and implement a consistent Preventative Maintenance Program for both the customers and the rental fleet.
Develop Rental Fleet Maintenance Standards to include PDIs, SPGs and MSTs.
Develop, implement, and manage the process for inspections and follow up related to the RDO Promise.
Ensure the completion of the Product Improvement Program.
Provide knowledge and assistance as it relates to technology and associate programs, which include but are not limited to; JD Link, Fleetcare, Service Advisor
Develop and maintain professional relationships with vendors.
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 members.
Foster a great place to work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving 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 compromised.
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 skill set.
Perform all other duties as assigned by management in a professional and efficient manner.
Previous supervisory/management experience
Industry and/or aftermarket parts and service support experience
Excellent customer service skills
Strong oral and written communication skills
Strong computer skills
RDO Equipment Co.