Summary of Primary Functions:

This position is responsible for working directly with Chief Operating Officer (or Chief Executive Officer) of Dobbs Equipment (the “Company”) to define and implement the company’s strategic plans and objectives for the Service Operations and to ensure management controls and best practices for Service departments are shared across all operations. This position will be expected to work in concert with the executive team of the Company and their respective General Service Managers to ensure standard policies and procedures are properly followed, customer service goals are established, and financial objectives are achieved. More specifically, but not limited to, this position will also be responsible for the oversight and financial performance of the Service operations of the Company.

Essential Functions and Responsibilities:

Strategy for Customer Service Operations and Product Support Sales

• Plan, develop, organize, implement, direct and evaluate the target revenue goals of the Company for Service.
  1. Should include initiatives for customer sales / internal and planned maintenance programs (warranty).
• Ensure service labor margins (Gross and Net) are maintained at or above the target levels.
• Establish, continually monitor, and implement competitive door labor rates Companywide.
• Departmental expenses are minimized and properly controlled.
• Capital expenditures for department operations are planned and defined.
• Ensure service technicians meet annual qualifications of OEM and Company.
• Work in concert with executive leadership team to establish industry leading customer service organization which provides the highest quality service levels with consistency Companywide.

Sales

• Establish objectives and measurable criteria to achieve double digit service revenue growth organically.
• Work closely with General Service Managers of each regions and PSSRs to identify growth opportunities in order to meet or beat industry growth standards.
• Set initiatives and marketing promotions (in conjunction with the Marketing Department) to drive Service revenue growth and planned maintenance programs for service work.

Dealer Certification

• Conformance to OEM dealer Standard of Excellent requirements.
• Service Managers and technician workforce is knowledgeable on latest OEM products, warranty protocol and services.
• Effectively utilize OEM and supplier IT systems (Service Operations) to efficiently access information for customer service needs.
• Ensure ongoing utilization of OEM provided training tools to establish best in class technician qualification programs.

Customer Service

• Set the standard for repetitive, reliable customer service expectations Companywide.
• Establish, implement and oversee customer support connections and communication strategy (Text Messaging / Customer Communication Strategy)
• Work closely with PSSRs to identify growth opportunities in order to meet or beat industry growth standards
• Drive customer service satisfaction with ongoing work order management, work order follow up, and corrective action plans as necessary.
• Customer disputes are managed in a professional and timely manner.
• Customer satisfaction is measured and corrective action is taken as appropriate.

Service Operations

• Create Standard Operating Procedures (SOP) documents for all Service Department roles and ensure compliance Companywide.
• Responsible for establishing accurate and useful service department KPIs (weekly and monthly) in order to drive performance improvement initiatives, as needed.
• Utilize department specific KPIs to monitor, measure, and ensure service department is operating above target levels.
• Establish labor budgets and staffing models for service branches, along with continually monitoring of overtime spend, labor utilization and labor proficiency.
• Maintain competitive pricing for labor rates and hours of operations.
  • Ensure work order management meets Company standards.
  • Work with in conjunction with Warranty Department and Warranty Managers to ensure the timely filing and collecting of all warranty claims.
  • Develop training documents for all roles of Service operational employees for reference, and work closely with General Service Managers to ensure ongoing training goals are achieved.
  • Work closely with executive leadership to maintain pipeline of service managers. Screen service candidates prior to hiring and minimize employee turnover within service organization.
  • Service department facilities (and Service vehicle fleet) are all well maintained.
  • Safety and environmental practices conform to labor and industry requirements.

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Management experience in a dealership environment, similar to Dobbs (John Deere C&F preferred)
• Experience at dealership or business with $100MM+ service sales operations.
• Experience at dealership business with 10+ locations (multi-state preferred)
• Experience in construction equipment, forestry equipment, agriculture and/or roadbuilding industry.
• Strategic level leadership experience is a plus.
• Advanced knowledge of Microsoft Excel, Dynamics, PowerBi, Word, and Outlook.

Education, Skill, and/or Experience Requirements:

• Bachelor’s Degree
• 10+ years of experience in management and industry
• Management, organization, and communication skills must be highly developed.
• The ability to multi-task and prioritize are paramount.

Language Skills:

• Ability to interact and communicate effectively with Executive Management, various OEM partners, as well as entry level personnel is required.
• Ability to make decisions which will have significant impact of strategic management of company’s parts inventory assets.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

Finance & Mathematical Skills:

• Ability to compute, analyze, and interpret financial figures associated with the Company’s parts sales and inventory stocking strategy.
• Ability to apply concepts of basic algebra and statistics.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit and walk. The employee may lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision.

We’re an Equal Employment Opportunity and Affirmative Action Employer:

Dobbs Equipment is an Equal Employment Opportunity (EEO) and Affirmative Action employer. We are committed to providing an environment free of discrimination, harassment, and retaliation both for our employees and applicants. We make all employment-related decisions on the basis of an individual’s qualifications and job performance. We recruit, hire, promote, train, transfer, and make compensation decisions without regard to race, religion, color, creed, national origin, ancestry or citizenship status, sex, sexual orientation, gender, genetic information, marital status, pregnancy status, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Notice to Applicants: We participate in E-Verify in the United States.

Drug Free and Alcohol-Free Workplace Notice.

Dobbs Equipment is an Equal Opportunity and At-Will Employer.