Service Manager at MICHIGAN IMPLEMENT INC – Michigan, North Dakota

Service Manager - Michigan, ND

• Location: Leading Edge Equipment - Michigan, ND
• Type: Full-time
• Department: Service
• Leadership role: Yes
• Direct reports: Service Writer + Technicians (and other service staff as assigned)

About Leading Edge Equipment

Leading Edge Equipment is a fast-growing, family-owned John Deere dealership serving North Dakota through four locations. We are focused on career development and promotion - people are at the core of everything we do.

The role

The Service Manager owns the performance of the Service Department - customer experience, workflow/dispatch, quality, and profitability. You will lead the service team (including the Service Writer), keep the schedule and pipeline healthy during peak season, and ensure work orders are accurate and billed correctly.

What you'll do

Lead service operations, dispatch, and workflow

• Run the daily service huddle and set priorities for shop/field work
• Dispatch and schedule work to match technician skill, capacity, and urgency
• Ensure jobs are staged properly (parts/approvals ready) to reduce downtime and waiting
• Monitor WIP/aged work orders and remove roadblocks (parts delays, approvals, scheduling conflicts)

Own the customer experience

• Set the standard for communication - quotes, approvals, job status updates, and completion timelines
• Handle escalations and ensure customers feel informed and taken care of
• Build strong relationships with key customers and help prevent repeat issues through quality follow-up

Manage the work order lifecycle and warranty discipline

• Ensure work orders are opened correctly, documented thoroughly, and closed promptly
• Review work orders for completeness/accuracy before billing; ensure labor/parts/time entries are clean
• Oversee warranty/service policies and documentation practices (internal process + OEM requirements)

Lead and develop your team (including the Service Writer)

• Directly supervise the Service Writer and drive consistent front-counter processes (appointments, estimates, approvals, updates, close-outs)
• Coach technicians and service staff; support training plans and performance feedback
• Drive a safety-first, accountability-based culture where right the first time is the expectation

Drive results and continuous improvement

• Manage department KPIs: efficiency, recovery, turnaround time, comeback rate, and customer satisfaction
• Own monthly budget performance (labor sales, margin, expenses) and identify process improvements that lift profit and retention

What success looks like

• Customers get clear, proactive updates and sign off confidently on estimates/repairs
• Technicians stay productive because dispatching, staging, and approvals are tight
• Work orders are accurate and timely; billing/warranty documentation is clean
• The department meets goals for quality, turnaround, and profitability

What we're looking for

Required

• Proven leadership experience in a service environment (ag, diesel, heavy equipment, automotive, fleet, etc.)
• Strong understanding of service operations: dispatching, estimating, approvals, work orders, and customer communication
• Comfortable managing metrics and improving processes (efficiency, recovery, aged WOs, quality)
• Solid computer skills (service software, documentation, Microsoft Office)

Preferred

• Dealership service leadership experience (John Deere or similar OEM)
• Experience leading a Service Writer/Advisor team and standardizing front-counter processes

Benefits and perks (highlights)

• Health insurance with employer contribution
• Health savings account with employer contribution (for example, $1,750/year)
• Dental and vision insurance 100% employer-paid
• Employer-paid life insurance, short-term and long-term disability, and EAP
• Optional wellness program (earn up to $900/year)
• 401(k) with employer contributions (no match required)
• Paid holidays and annual leave; incentive/bonus program; team events