Director of Service Operations

PURPOSE

Develop the Service Department capacity for the entire organization to ensure customer satisfaction and maximize ROIC by optimizing service department processes.  Collaborates with General Managers, Branch Managers, and Service Managers to grow service sales, manage staff, and organize workflow and budgets.  Attracts, retains, and effectively engages department personnel.

KEY RESPONSIBILITY AREAS

• Collaborates with the executive to develop the vision for the company service department.
• Develops, maintains, and guides the execution of the service department's strategic business plan for the organization to grow billable service hours.
• Works collaboratively with service personnel to create and monitor annual service department goals and budget for the entire organization, in alignment with the organization’s financial and operational objectives
• Collaborates with Branch personnel to develop, communicate, enforce, and monitor effective service department processes to ensure customer satisfaction as well as service department performance.
• Monitors service department performance relative to labor sales, WIP, and expense control across the organization in line with the organization’s objectives
• Support and coach the branch management team on the development and improvement of WIP controls.  
• Together with the Director of Service Support and Marketing team creates and facilitates the execution of the service department marketing plan including advertising, marketing, and promotional programs to grow labor sales for the organization.
• Review the organization’s customer satisfaction program to enhance and maintain customer relationships and training relative to service support.
• Supports branch personnel in the recruitment and development of service staff.
• Work in collaboration with the Director of Service Support and the Safety Manager to develop, promote, and assist in the implementation of Service Departments safety rules and protocols to ensure a safe work environment for all staff. 

CRITICAL CAPABILITIES

• Demonstrated outstanding Customer service and communications skills.
• Proven experience solving problems effectively.
• Experience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems.
• Ability to self-manage.
• Ability to write and speak effectively to individuals and groups.
• Ability to analyze and interpret internal and external reports.
• Valid driver’s license required.

DESIRED EXPERIENCE AND QUALIFICATIONS

• 5 + years’ experience in Ag dealership operations with a technical or parts background
• Understanding of Work Order processing and understanding of Service Department metrics.