Billing, Communication Skills, Customer Relations, Customer Satisfaction, Equipment Maintenance/Repair, Heavy Equipment/Vehicles, High School Diploma, John Deere Equipment, Organizational Skills, Parts Sales, Performance Tuning/Optimization, Presentation/Verbal Skills, Process Improvement, Product Programs, Regulations, Rentals, Retail Management, Revenue Growth, Roadway Construction, Team Player, Writing Skills
Purpose:
Supports the flow of work through the service department from initial customer interactions through repair completion and invoicing. Leverages administrative process to help drive revenue growth, optimize technician performance and maintain the highest level of customer satisfaction
Key Responsibilities:
- Supports the full-cycle work order process at the direction of the Service Manager
- Communicates daily with representatives of the Rental, Sales and Parts Departments to ensure estimated completion dates and customer expectations are met consistently
- Provides support to the Service Manager for creation and communication of quotes for customer machine repair
- Supports the full-cycle work order process at the direction of the Service Manager
- Collaborates closely with the Service Manager to identify and execute continuous process improvements
- Reviews work orders for completeness and accuracy prior to customer billing
- Supports resolution of customer questions or billing disputes
- Ensures all service Warranty and Product Improvement Programs are completed, submitted to the warranty administrator within the required timeframe to receive maximum credit
- Maintains a clean work area and performs work in a neat and orderly fashion
- Follows all safety rules and regulations in performing work assignments
- Maintains knowledge of John Deere and competitive products by participating in assigned training activities
- Any other duties assigned
Experience, Education, Skills and Knowledge:
- 3+ years of experience working in a service department
- Exception organizational skills and a commitment to operational excellence
- Knowledge of off-road, construction, lawn, or heavy equipment preferred
- A preference for working in a team environment
- Excellent verbal and written communication skills
- High School Diploma, GED, or equivalent experience required; Associates degree preferred
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GROFF TRACTOR & EQUIPMENT, INC.