Company Profile
Gulf Coast JCB is the authorized JCB dealer for South Louisiana, committed to delivering industry-leading products, responsive support, and a customer experience rooted in honesty, urgency, and professionalism. We invest in our people and offer highly competitive compensation for individuals with the drive to excel personally and professionally.
Position Purpose
The primary function of the General Manager of Service role is to oversee all parts and service functions. This includes scheduling, supervising, and developing technicians, managing parts inventory, and ensuring dealer revenue. The General Manager of Service is also responsible for hiring and supervising service and parts department personnel, monitoring their performance, and creating goals and objectives for the dealer. They are also responsible for maintaining proper workflow through the shop and field to ensure maximum product uptime and increased customer satisfaction. You will perform the following:
Position Type: Full Time, Exempt
Major Tasks, Responsibilities & Key Accountabilities
- Ensures all employees work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures, and regulations and ensures all personnel wear proper personal protective equipment.
- The primary function of the GM of Service is to work as the immediate Supervisor for all Parts and service functions.
- Responsible for scheduling, supervising, developing all technicians, parts inventory, and Dealer revenue.
- Ensure daily service scheduling, National Account activity, and parts inventory meetings are held daily.
- Hiring and supervising all service and parts department personnel, as well as monitoring their performance, along with creating goals and objectives for Gulf Coast JCB, which includes an annual operating budget and a marketing plan to promote new and repeat service business.
- Keeping up to date on manufacturer warranty, technical bulletins, and new products, while serving as a liaison with the factory representatives.
- Oversee Technician scheduling, workorder process, and warrant administration/recovery.
- Maintaining the highest Customer Service rating from customers by handling customer complaints immediately and according to dealership policy.
- Must maintain proper workflow through the shop and field to ensure maximum product uptime and increased customer satisfaction.
- Review monthly reports with the Field Service Lead and Shop Forman that relate to Tech billable hours, Absorption rate, and workorder status to determine where improvements can be made to increase profitability.
- Required to maintain the profitability of department while controlling expenses.
- Monitors machine concerns and trends based off new model launches to ensure service readiness and is responsible for the security and monthly cycling of product inventory.
- Work with retail and wholesale customers in considering credit applications, handling complaints, and negotiating prices to ensure customer satisfaction.
- Responsible for-profit management in the Service Department and must examine department financial statements, including expenses and revenue, to ensure the department’s profitability.
- Set KPI’s and track metrics biweekly / Monthly to ensure Dealer success
- Ensure the shop and Techs have all required special tools and PPE.
- Process paperwork for new employees and terminations
- Performs other duties as assigned.
Job Specific Skills:
- Resource Management: Manages resources through effective schedules and budgets for people, projects, equipment, and supplies. Plans so that the right resources are assigned to the right tasks. Assigns and manages assets in a manner that supports an organization's strategic goals. Effectively and efficiently allocates all human, financial, and material resources to meet business objectives.
- Adaptability: Adapts to changing business needs, conditions, and work responsibilities. Adapts approach, goals, and methods to achieve solutions and results in dynamic situations. Recovers quickly from setbacks and finds alternative ways to reach goals or targets. Open to different and new ways of doing things; willing to modify one's preferred way of doing things.
- Safety: fully supports, encourages, and follows safe work behaviour, and considers safety of paramount importance in the workplace. Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the roles & responsibilities and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace.
- Coaching and Mentoring: Inspires and empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable, and challenging goals. Builds productive relationships with team members, conveying confidence and expressing genuine appreciation for team member contributions. Explains to team members the importance of the work they do.
- Communication: Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.
- Customer Oriented: Demonstrates concern for satisfying external and/or internal customers. Responsive, quickly, and effectively addresses customer concerns or problems. Assures customers he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers.
- Results Oriented: Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations. Remains focused, does not get bogged down in unnecessary detail. Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events. Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work.
- Updating of Knowledge as Job requirements frequently change requiring re-training once or more per year.
- Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness
- Problem Solving Job requires complex problem-solving ability with little guidance. Independent research and analysis are sometimes required to develop solutions.
- Creativity - Job requires creativity as part of carrying out daily activities. New approaches are encouraged.
- Autonomy Job is not normally monitored, but overall objectives are clearly defined. Use of discretion in how the work is done, setting priorities and decision making is encouraged. More emphasis is placed on achieving the desired outcome, not on controlling the process.
- Work Schedule Work is scheduled during regular business hours with less frequent requirements to work nights, holidays, and weekends.
- Organizational Impact - A person's performance in this job has significant immediate impact on expense, efficiencies or achievement of overall department and company objectives.
Knowledge, Skills, Abilities & Competencies
- 3+ years’ experience in Service Department operation
- Ability to use standard desktop load applications such as Microsoft Office and internet functions
- Ability to write and speak effectively to individuals and groups
- Familiar with JCB and competitive products
- Basic understanding of financial principles relative to Service Department operations
- Ability to analyze and interpret internal reports
- Ability to work extended hours and weekends
- Excellent customer service skills
- High School Diploma or equivalent experience
JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED
JCB is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S., which can be found through our website at https://www.jcb.com/ en-gb/about/careers.
JobFamily
Customer Service
PayType
Salary