Atlantic Tractor -- John Deere Dealership
Westminster, Maryland
Position Summary
The Centralized Service Operations Manager is responsible for leading and coordinating service operations across multiple dealership locations to ensure consistent processes, exceptional customer service, operational efficiency, and profitability. This role provides strategic oversight of service administration, scheduling, workflow management, technician productivity, warranty administration, customer communication, and performance reporting while supporting location Service Managers and dealership leadership.
The Centralized Service Operations Manager works collaboratively with branch leadership, parts operations, and field service teams to drive operational excellence, improve service absorption, maximize labor recovery, and support the dealership's long-term growth objectives.
Essential Duties and Responsibilities
Service Operations Leadership
Develop and implement standardized service processes across all dealership locations.
Partner with branch Service Managers to improve efficiency, consistency, and customer satisfaction.
Monitor and analyze key service performance indicators including:
Labor sales
Technician efficiency and productivity
Recovery rates
Work-in-process (WIP)
Service turnaround time
Warranty recovery
Customer satisfaction metrics
Lead initiatives focused on increasing service profitability and operational effectiveness.
Assist in developing annual service department goals, budgets, and forecasting.
Workflow & Scheduling Management
Oversee centralized scheduling and dispatch processes for field and shop technicians.
Coordinate workload balancing between locations to optimize technician utilization.
Ensure timely opening, monitoring, and closing of work orders.
Review backlog and prioritize service jobs based on customer impact and operational needs.
Support emergency service response coordination during peak seasons.
Customer Experience & Communication
Promote consistent customer communication standards across all locations.
Support resolution of escalated customer service concerns.
Ensure service estimates, approvals, and invoicing processes are timely and accurate.
Drive initiatives to improve customer retention and service satisfaction.
Technician Performance & Development
Support Service Managers in technician workforce planning and staffing strategies.
Monitor technician training compliance and development progress.
Assist with implementation of manufacturer training programs and service standards.
Promote a culture of accountability, safety, teamwork, and continuous improvement.
Warranty & Administrative Oversight
Ensure warranty claims are submitted accurately and within manufacturer guidelines.
Monitor warranty recovery and audit compliance.
Standardize administrative procedures related to service documentation and billing.
Ensure compliance with company policies, safety standards, and manufacturer requirements.
Technology & Reporting
Utilize dealership management systems and reporting tools to monitor operational performance.
Develop dashboards and reporting metrics for leadership review.
Identify process improvement opportunities through data analysis.
Support implementation of operational technology and service management initiatives.
Cross-Functional Collaboration
Work closely with Parts, Sales, Precision Ag, and Operations teams to improve interdepartmental coordination.
Assist with strategic planning for equipment support and customer uptime initiatives.
Participate in leadership meetings and operational reviews.
Supervisory Responsibilities
Qualifications
Education & Experience
Bachelor's degree in Business Management, Agricultural Equipment Technology, Operations Management, or related field preferred.
Minimum of 5-7 years of progressive service management experience in an equipment dealership, heavy equipment, agricultural equipment, or related industry.
Multi-location management experience preferred.
Experience in a John Deere or agricultural equipment dealership environment strongly preferred.
Knowledge, Skills, and Abilities
Strong understanding of dealership service operations and financial drivers.
Knowledge of agricultural, turf, compact construction, and/or precision agriculture equipment.
Strong leadership, organizational, and problem-solving skills.
Ability to analyze operational data and implement process improvements.
Excellent communication and interpersonal skills.
Proficiency with dealership business systems and Microsoft Office applications.
Ability to manage multiple priorities in a fast-paced environment.
Physical Requirements
Ability to sit, stand, walk, bend, and use hands for extended periods.
Ability to occasionally lift and/or move up to 25 pounds.
Ability to travel regularly between dealership locations.
Ability to work in both office and shop environments, including exposure to noise, moving mechanical parts, and varying weather conditions.
Work Environment
Combination of office, dealership shop, and field environments.
Frequent travel between dealership locations required.
Occasional evening or weekend work may be necessary during peak operational periods.
Key Performance Indicators (KPIs)
Technician productivity and efficiency
Labor gross profit and recovery rate
Service absorption
Warranty recovery percentage
Work order cycle time
Customer satisfaction scores
Employee retention and training completion
WIP management and aged work orders
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required of the position. Responsibilities may change at any time with or without notice.
Salary will based on experience.