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Page 1 of 2 Revised on 8/29/2017 Title: Service Lead Position Specifics: Title: SERVICE SUPERVISOR Department: Service Reports to: Store Manager Supervises: Service Writers, Shop Technicians, FLSA Status: Non-Exempt Purpose: Directs and controls a portion of the service operations for the entire region to maximize return on investment through service sales growth and the effective management of labor sales, staffing and budgets. Attracts, retains, and effectively engages department personnel. Works to market the service department to agricultural producers. Responsibilities and Duties: o Directly supervises and dispatches field, in shop technicians and others as necessary. o Develops, communicates, enforces, and monitors effective Service department processes to ensure internal and external customer satisfaction as well as Service department efficiencies o Monitors individual and overall Service department performance relative to labor sales and expense control, across the organization in line with the organization’s objectives o Facilitates the organization’s Customer Satisfaction Program to enhance and maintain customer relationships and training relative to service support o Manages recruiting, staffing and employee development activities for the service review and explain any maintenance, repair or other service concerns with Store Manager and document all notes on work orders o Account for all time in Service Delivery and for all material used in performing assigned duties o Complete all notes and DTAC cases required in conjunction with work assignments o Understand the proper disposal procedures for all hazardous chemicals and/or material including but not limited to oils, antifreeze, aerosols and batteries when delegating periodic maintenance or repairs on equipment. o Work with waste recycler to maintain proper manifest records and make sure records are readily available o Ensuring employee training records are maintained and oversee that proper training of employees in monthly safety meetings o Collaborate with yard coordinator to make sure proper labels are on waste drums and tank o Participate in Service EDUCATE Training programs required for the development of skills and knowledge o Follow up with customers according to company expectations o Maintain current knowledge of John Deere and competitive products o Maintain condition of shop, tools and equipment o Maintain a clean work area and perform work in a neat and orderly fashion o Follow all safety rules and regulations in performing work assignments o Other duties as assigned by Service Manager or Store Manager Qualifications and Skills: o 2+ years of experience in leadership in a similar environment o Ability to lead and motivate others with strong interpersonal skills. o Ability to write and speak effectively to individuals and groups o Familiar with John Deere and competitive products o Basic understanding of financial principles relative to Service Department operations o Proficient knowledge of mechanical, electrical and hydraulic systems used in the repair of our equipment o Ability to use Service Advisor, Microsoft Office applications, Jabber and other basic computer functions o Ability to operate vehicles and equipment used for diagnostic purposes High School Diploma or equivalent experience required; Associates degree preferred o Valid driver’s license is required