Job description

Service Advisor

Position Specifics:
Department: Service
Reports to: Regional Service Manager
Supervises: Team of 5 to 7 Service Techs, Shop Foreman, Ag Tech students

Purpose:
Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

o Manages the entire work order cycle process, generation through closing and invoicing for customer and internal work

o Sells service labor and parts, ensuring all techs are highly productive so that budgets and goals are met

o Works with Regional Service Manager to identify and execute continuous process improvements

o Communicates, enforces, and monitors effective Service Department processes to ensure internal and external customer satisfaction

o Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge

o Reviews work orders for completeness and accuracy prior to customer billing

o Ensures all service Warranty and Product Improvement Programs are completed and submitted to theCentralized Warranty Administrator within the required timeframe to receive maximum credit

o Ensures all departmental tools, equipment, and vehicles are in good working order o Actively coaches, develops, and helps employees grow their capabilities

o Participates in the employee review processes

o Proactively seek and participate in available company‐sponsored training in an effort to develop and advance knowledge base and skill set

o Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service

o Ensure that company’s reputation and image in the community are consistent with company Core Values

Experience, Education, Skills, and Knowledge:

o 3+ years experience in Service Department operations

o Ability to use standard desktop load applications such as Microsoft Office and internet-based functions

o Ability to write and speak effectively to individuals and groups

o Ability to effectively lead a team and hold people accountable

o Familiar with John Deere and competitive products

o Basic understanding of financial principles relative to Service Department operations

o Ability to analyze and interpret internal reports

o Ability to work extended hours and weekends as needed

o Excellent customer service skills

o High School Diploma or equivalent experience

Success Profile:

o Labor performance is 85% or greater

o Service profitability meets or exceeds the established goals

o Customer experience net promoter score of 75% or greater

o Aged WIP is less than1% or less

o Zero expired PIPS

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Day range:

• Monday to Friday
• Rotating weekends

Shift:

• 8 hour shift

Ability to commute/relocate:

• Charlottesville, VA 22903: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location

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