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THE PAPE GROUP, INC <br /> PAPE MACHINERY INC <br /> Job Description <br /> Job Title: Product Support Manager <br /> Department: Service/Parts <br /> Reports To: General Manager <br /> Exempt: Yes <br /> Prepared By: <br /> Prepared Date: <br /> Approved By: <br /> Approved Date: <br /> Summary: Manages the Parts and Service operations of a Store Location. <br /> Essential Duties And Responsibilities: <br /> • Oversee and direct parts and service activities to obtain projected volumes,profits and <br /> goals. <br /> • Determine and Communicate service and parts goals,projections and budgets. <br /> • Maintain customer relations by resolving customer's problems/disputes through <br /> continually communication in a timely,correct manner. <br /> • Determine and maintain departments staff levels to insure customer service and <br /> acceptable expense levels. <br /> • Recruit,interview and hire qualified people to assure proper staffing levels. <br /> • Coaching,counseling and training of members through use of Plan of Assistance, <br /> Performance Reviews and Wage Reviews. <br /> • Monitor parts inventory levels to assure proper ordering and stocking,to best serve the <br /> customers and the company. <br /> • Have ability to read and utilize various monthly reports to aid in decision making, <br /> monitoring progress and meeting goals and projections. <br /> • Monitor all safety aspects in performance of work, guaranteeing adherence to <br /> environmental laws,safety laws and policies and OSHA laws. <br /> • Assist as appropriate to control profits at acceptable levels. <br /> • Provide training and assistance to Customer Service Account Reps as required and/or <br /> needed to support their marketing strategies and John Deere's marketing plans. <br /> • Develop and assist in implementing strategies for promoting the sale of service and parts. <br /> • Maintain communicate with General Managers;Finance Managers and all appropriate <br /> Corporate Departments. <br /> • Maintain maximum profits of the department with expense control and efficiency to <br /> achieve acceptable profit margins. <br /> • Respond to customers in person or by telephone,whenever required.May require <br /> responding after normal working hours. <br /> 1 <br />