Regional Manager - Aftermarket

Purpose:

Manages Service Advisor and Parts Sales team(s) for the organization to maximize return on investment by optimizing Service and Parts processes to ensure internal and external customer satisfaction. Grows profitable service labor, part sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

• Creates annual Service and Parts department goals and budget, in alignment with the organization's financial and operational goals for the locations within their region
• Works with Corporate Aftermarket Manager, fellow Regional Aftermarket Managers and Marketing to develop an Aftermarket sales and marketing plan
• Leads the execution of Aftermarket marketing plan and sales tactics, monitors regularly to ensure achievement of organizational goals
• Develops, communicates, enforces, and monitors effective Service and Parts department processes to ensure internal and external customer satisfaction
• Identify and drive continuous service and parts process improvements
• Identify new opportunities and develop actionable plans grow service and parts sales
• Identify and improve operational effectiveness of facilities, mobile vehicles, other assets
• Prepares and analyzes Service department reports; uses data to help drive improvement and growth
• Manages recruiting, staffing, and employee development activities for Service Advisors, Parts Leads and Techs
• Resource for Service Advisors and Parts Leads to help resolve work order issues and customer complaints
• Proactively seek and participate in available company‐sponsored training, in an effort to develop and advance knowledge base and skill set
• 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 company's reputation and image in the community is consistent with company Core Values
• Responsible for delivering high level customer experience
• Work extended hours and weekends as necessary

Experience, Education, Skills and Knowledge:

• 5+ years of experience in Service and Parts department operations
• Ability to use standard desktop load applications such as Microsoft Office and internet based functions
• Strong communication skills with customers and direct reports
• Ability to write and speak effectively to individuals and groups
• Ability to lead teams and hold people accountable
• Familiar with John Deere and competitive products
• Strong understanding of financial principles relative to Service and Parts department operations
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends as needed
• Excellent customer service skills
• High School Diploma or equivalent experience

Success Profile:

Within your region:

• Labor performance of the service locations is 85% or greater
• Service and Parts profitability meets or exceeds the established goals for your region
• Achieves 100% or greater Absorption factor

Customer experience net promoter score of 80% or greater