Service Manager

New opening at major OEM! The Service manager role is responsible for assigned USA dealerships within a geographic service territory. This job entails all aspects of technical, service parts and administrative service-related duties to support the dealerships. Field Service Manager works closely with and under the direct supervision of the Sr. Manager Service Support to accomplish specified monthly, quarterly and annual objectives.

Essential Duties and Responsibilities:

• Technical:

• Provide technical support to the dealerships in assigned territory

• Ensure dealerships have adequate resources and facility to properly repair machinery and maintain customer satisfaction

• Conduct training to ensure dealerships are properly trained to work on machinery and maintain appropriate skill level.

• Provides Regional and On-site Technical Training to help troubleshoot and repair equipment

• Assist with difficult customer issues.

• Work with Dealer Service team to continue development of the Service Management Development and Certification Program.

• Service Parts:

• Works with assigned dealerships to promote the use of OEM service parts usage.

• Increase Dealership parts revenue with parts marketing programs

• Provide training for Parts Catalog and Service Management systems

• Provide Parts technical related assistance to dealerships and company personnel when requested or required.

• Equipment Warranty & Campaigns:

• Train Dealerships on the proper Warranty process and procedures

• Monitors campaign completion and promote 100% closure on all safety related issues.

• Administer goodwill policy in the best interest of the Customer, the Dealership using Company guidelines within budgetary constraints.

• General Duties:

• Develop Service Marketing programs for Dealerships to increase Service and Parts profitability

• Assist Dealership with improving absorption rates

• Works with the other members of the Field Sales Area to achieve assigned objectives and meet commitments on a monthly, quarterly and annual basis.

• Works with dealerships to maintain Customer satisfaction using all available resources to ensure brand loyalty.

Education:

• Bachelor's Degree or equivalent combination of education and experience in a vehicular or Ag related technical course of study.

Requirements:

• Minimum 5+ years of experience in the construction, industrial or agricultural equipment industry

• Excellent verbal and written communication skills to converse with dealers and customers

• Ability to read, write, and speak the English language fluently is required.

• Ability to communicate effectively to develop written reports and to provide instructions and guidance to corporate and dealer service support personnel.

• Skilled in the resolution of technical problems, including but not limited to mechanical, electrical, electronic, and hydraulic issues on tractors, utility vehicles and implements.

• Ability to remain tactful in challenging and argumentative situations.

• Intermediate to advanced knowledge of Microsoft Office Applications (i.e. Excel, Word, PowerPoint, and Outlook)

• Good presentation skills.

• Ability to multitask in a fast-paced environment

• Ability to work in a team environment

• Ability to drive and travel up to 90% of the time

• Valid Driver's license with a clean driving record

Additional Experience:

• Knowledge of dealership operations

• Ability to read and understand blueprints, technical manuals, parts manuals, etc.

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