Director of Service
Position Specifics
Department: Service
Reports to: CEO
Supervises: Service Department Managers
Purpose
Effectively and efficiently develops/manages service operations in ways that strengthen the performance of the service department and company. Improves processes and relationships across functions and with customers. Sustains a high level of customer satisfaction and loyalty in ways that increase the loyalty and growth of current and new customers. Sustains KMI Core Values, Vision Statement, and the KMI Enterprise and Safety policies.
Responsibilities
● Champion of Deere initiatives for the Service Department
● Ensures the service managers follow effective processes for repair orders (retail, warranty, and unit prep).
● Standardizes procedures and processes throughout the company, ensuring consistent procedures and processes by service department.
● Oversees centralized warranty process for Service Department
● Maintains and strengthens manufacturer and vendor relationships.
● Coordinates marketing plan with other departments.
● Maintains open communication with service managers to ensure customers receive adequate and timely communications to produce positive results, including successfully resolving customer complaints and problems.
● Collaborates with other department directors/managers (Sales, Parts, and HR) to optimize company performance through resource management and mutual support.
● Responsible for CDI Deere program – Certified Dealer Instructor
● Monitors and focuses on profitability and is responsible for the service department's P/L.
● Understand financials and participate in monthly meetings to review the financial results compiled by the accounting team
● Embodies a sense of urgency and competitiveness, striving to resolve customer issues promptly akin to field service operations, aiming for a 24-hour response time and closing jobs swiftly to optimize cash flow.
● Develop performance evaluations recognition rewards to produce expected results from Service Managers.
● Develop a strategic plan to recruit, hire, and promote properly the correct people to the proper positions.
● Implements/controls the cost of the service operations.
● Monitors and achieve departmental business objectives/goals consistent with company policies, regulations, and expectations.
Experience, Education, Skills, and Knowledge
● 3+ years of previous experience as a Director of Service or related field.
● Bachelor’s Degree, a two-year degree, or certificate from a college or technical school is preferred.
● Ability to teach, coach, and lead service managers
● Experience using standard desktop applications such as Microsoft Office and Internet applications
● Effective communication skills (written and verbal)
● Ability to analyze and interpret internal reports
● Ability to work extended hours and weekends