Service Shift Manager

Locations: Shaunavon, SK , Yorkton, SK and Swan River, MB

PURPOSE

Managing, coordinating, and directing the workload of the Service Department for maximum efficiency and productivity while maintaining a high customer satisfaction rating through effective customer communication. Participates in actions to ensure quality repair work is performed by others. Advises and makes recommendations to the Service Business Manager regarding technician skills and training needs.

RESPONSIBILITIIES:

• Assigns, schedules & prioritizes jobs and work areas to Service Department employees according to their skills and knowledge.
• Optimizes shop efficiency and flow to avoid lost billable hours.
• Acts in an advisory/follow up capacity to ensure appropriate communication occurs regarding repair statuses and issues.
• Works with the Service Business Manager to identify and execute continuous process improvements.
• Facilitates service shop scheduling and direction (internal, customer, warranty, and service calls).
• Directs and assists in the diagnosis/troubleshooting of machine problems of technicians and apprentices.
• Maintains knowledge of & balances tech time (OT, nonrevenue, etc.).
• Performs required final checks & approve the release of equipment for work order processing to start.
• Provides excellent customer service consistently above set standards; Responds to customer service inquiries and customer needs; provides customer satisfaction and maintains customer relations.
• Advises Service Business Manager of all customer complaints.
• Ensures quality and control of repair work performed is above industry standard.
• Ensures all departmental tools, equipment, and vehicles are in good working order.
• Maintains a clean work area and performs work in a neat and orderly fashion.
• Provides back-up support for Service Business Manager by performing the duties of the Service Business Manager in their absence or when required during peak seasons.
• Assists the Service Advisor in providing accurate quotations on repairs for customers and Sales Department.
• Along with Service Business Manager, works with manufactures to provide the best solutions for customer, internal and warranty repairs.
• Assists the Service Advisor, and works with the front office team in ensuring appropriate records are noted (time entries and billing, repair stories, warranty notes, etc.).
• Manage all Pattison Agriculture owned tools. Recommends new tooling as required.
• Monitors and ensures compliance with Pattison Agriculture corporate policy and procedures relating to the department and department staff.
• Works to build and maintain constructive co-worker relations, and effective and productive team communications/dynamics.
• Takes ownership and is accountable for Service Department.
• Assists with the identification, coordination, and scheduling of all in-house technician training.
• Assists the Service Business Manager with coordinating and conducting safety meetings; demonstrates and encourages safe working habits and environments.
• May assist in providing performance feedback for Service Technicians and staff to the Service Manager.
• May assist Service Business Manager with employee issues, hiring and termination of Service Department employees working with HR.
• Under the direction of the Service Business Manager, develop, implement and manage the orientation process(es) for new or apprenticing technicians.
• Mentor new Service Technicians throughout first years of employment.
• Maintains current knowledge of John Deere, short-line, and competitive products.
• Maintain up-to-date and current product knowledge of related lines.
• Maintain technical skills and behavioural competencies.
• Participates in training programs as required for the development of skills and knowledge.

QUALIFICATIONS

• 5+ years of experience performing complex service repairs and maintenance.
• Agricultural Equipment Technician (JDTECH) Journeyperson Certification, or equivalent.
• Expert knowledge of mechanical, electrical, and hydraulic systems used in the repair of agricultural and turf equipment.
• Ability to use current business systems, working knowledge of computer functions and use.
• Ability to operate vehicles and equipment used for diagnostic purposes.
• Ability to lift at least 40 lbs. repeatedly; ability to lift between 40-75 lbs. on occasion.
• Ability to work flexible hours, varying shifts, weekends, and holidays, if necessary.
• Valid driver’s license required.