Assistant Service Manager-AG

Job overview

This position is the front line for customer contact with the service department. This person will focus on assuring great customer satisfaction and assist the Service Manager in getting all daily tasks accomplished on time. This individual is also responsible for supervising technicians, ensuring they stay on task and meet deadlines.

Responsibilities

• Assign work to technicians.
• Supervise technicians, ensuring they remain on task, meet performance standards, and adhere to safety and quality guidelines.
• Conduct regular performance check-ins with direct reports, providing feedback and guidance on efficiency and productivity. Using Power Bi Dashboard for KPI (Key Performance Indicator Guidelines).
• Monitor and correct technician time to ensure accurate reporting and proper utilization of resources.
• Assist technicians and Service Manager in quoting accuracy using Codify job quotes.
• Collecting payment for completed work.
• Scheduling pickup and delivery of equipment.
• Contacted customers about completed work, additional information, keeping them informed on status of their equipment.
• Answer customer questions about equipment.
• Checking in and checking out customer equipment.
• Monitoring warranty claims status.
• Close all warranty ROs and most internal and retail ROs.
• Assist the Service Manager in decision making.
• Ensure that technicians are on task and being efficient.
• Support management in the pursuit of corporate policies, plans, goals, and long-term objectives.
• Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
• 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.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Ensure that the company’s reputation and image in the community is consistent with Hutson Inc. Core Values.
• Document and proactively draft and assist service manager in corrective action conversations with direct reports.

Qualifications

• 1-3 years of management experience required.
• At least 3 years of customer service, technical, or Ag equipment experience is preferred.
• High School Diploma or GED equivalent is required.
• Ability to lead others effectively.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Ability to write and speak effectively to individuals and groups.
• Familiar with John Deere and competitive products.
• Basic understanding of financial principles relative to Service Department operations.
• Ability to analyze and interpret internal reports.
• Ability to work extended hours and weekends.
• Excellent customer service skills.
• Valid Driver’s License required.

Additional requirements

• General Physical Requirements:
• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects.
• Stooping, Kneeling, Crouching, Reaching, Standing, Walking, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, and Repetitive Motions.
• Visual Acuity:
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.
• The worker is required to have visual acuity to operate motor vehicles or heavy equipment.

Working Conditions

• The worker is subject to both environmental conditions: Activities occur inside and outside.
• The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or to chemicals.
• The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dusts, mists, gases or poor ventilation.
• The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.

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