Service Operations Manager

Titan Machinery West Fargo , ND 58078

Posted 2 months ago

Overview

This position will ensure excellence and financial performance in service department operations for Titan locations in North America, through conducting reporting & analysis of service department performance, and making certain best practices and standard processes are utilized effectively throughout the footprint. This position will also communicate with manufacture Reps when there are issues with equipment repairs, warranty times or policies that need to be addressed.

This position is a great fit for your career if you:

  • Act as a Subject Matter Expert for Service Department Operations, and support the growth of service department revenue and gross margin across the Titan footprint

  • Manage a team of Region Warranty Specialists to handle store questions and/or issues in regard to oversight management of warranty processes

  • Ensure personnel is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to maximize warranty recovery, customer satisfaction, and Original Equipment Manufacturer (OEM) relationships

  • Develop personnel through training, evaluation and pro-active feedback to enhance performance and individual development

  • Complete daily, weekly, monthly, quarterly, and annual monitoring of service department productivity and efficiency, and report results to Director of Product Support Operations in a timely, professional, and accurate manner

  • Conduct internal review and analysis to ensure that location Service Managers are correctly coding labor & time

  • Collaborate with Region and General Managers to ensure that improvement plans are implemented and monitored to correct discrepancies or issues with location departments

  • Assist in creating incentive plans for service department personnel

  • Conduct quarterly analysis of service technician compensation and make recommendations to Director of Product Support Operations

  • Assist Director of Product Support Operations in creating, communicating, and implementing Service Department best practices across the footprint

  • Develop and implement a system for monitoring service department performance on an ongoing basis

  • Collaborate with Service Manager trainers and training team to support the delivery of a robust and accurate Service Manager training program

  • Assist location Service Managers with troubleshooting department performance issues, and with answering unique process or procedure questions

  • Ensure compliance with manufacturer warranty and policy procedures

  • Follow all safety rules and regulations while performing work assignments

  • Other duties as assigned

Qualifications

Required:

  • High School diploma or GED, and 5+ years of work experience managing a service department in an equipment dealership or related industry, or related military experience

  • Strong computer skills; intermediate working knowledge in Excel, PowerPoint, Word; ability to quickly learn new business and reporting systems

  • Demonstrated ability to understand, analyze, and utilize key performance indicators of a service department, including but not limited to: staffing, customer retention, cost control metrics, technician productivity, efficiency, etc.

  • Strong organization, decision making, and problem-solving skills

  • Ability to prioritize work and meet deadlines efficiently and cost effectively

  • Keen attention to detail and a high level of initiative and ability to work independently

  • Ability to handle confidential and highly sensitive information

  • Excellent customer service skills

  • Ability to travel up to 50% of the time and work flexible hours

  • Ability to handle and resolve frequent interpersonal conflict

  • Ability to perform in a fast-paced, stressful work environment

  • Ability to respond quickly, accurately, and professionally to demands and requests from customers and employees

  • Exemplifies Titan Machinery's Core Values

Preferred:

  • Associate's or Bachelor's Degree in a related field

Titan Machinery provides you with:

  • Competitive Wages, Health, Vision, and Dental Benefits

  • Eligible for performance-based incentives

  • HSA (Health Savings Account)- $1500 tax-free each year, paid to your account by Titan Machinery.

  • 401(k) with company matching on your FIRST DAY of employment

  • Company Paid Long-Term Disability Insurance

  • Company Paid Life Insurance

  • FSA (Flexible Spending Account) for eligible health and dependent care costs

  • Employee Discounts at Titan Machinery, Vehicle Discount, Enterprise Car Rental, Hertz Car Rental, Choice Hotels, Verizon Wireless, and Profile by Sanford

  • Company Paid Employee Assistance Program (free Counseling, Legal Advice, and more)

  • Company Paid Funeral Leave

  • Ongoing Professional Training Opportunities

  • Tuition Assistance for educational/professional growth

  • Paid Company #TeamTitan Volunteer Activities in your Community

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Service Operations Manager

Titan Machinery