Support Center Manager

Position Specifics

Department: Service

Purpose

Manages and provides direction for the organization’s central Customer and Product Support functions to enable the Service and Integrated Solutions organizations to effectively serve customers.

Responsibilities

• Efficient operation and load management of our internal trucking
• Works with VP of Aftermarket to ensure that the processes and goals are clear and efficient.
• Develops, communicates, enforces, and monitors effective Support Center department processes to ensure internal and external customer satisfaction
• Ensures that Vehicles are maintained and safe for use to consistently represent the company
• Prepares and analyzes Service Support Center department reports; uses data to help drive improvement and growth
• Manages employee development and other activities for Support Center
• Responsible for ensuring customers who contact the Support Center are communicated with properly and timely
• Assists with the development and training of service personnel and completes performance reviews of service staff
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations in performing work assignments
• Continuous education regarding John Deere policies and/or processes
• Determine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service calls
• Any other responsibilities assigned by supervisor

Experience, Education, Skills, and Knowledge

• 5 years of service experience and/or logistical operations
• Knowledge of computer applications, including Microsoft programs and scheduling applications
• Experience using Deere systems preferred
• Experience in customer service skills and managing direct reports
• Base understanding of financial principles relative to Service Department
• Experience analyzing and interpreting internal reports
• Experience leading teams and holding people accountable
• Demonstrates excellence in customer service skills
• Bachelors degree preferred or equivalent work experience

Benefits Available for Full-Time Employees Include:

• Holidays and Paid Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Long-Term Disability Insurance
• Supplemental Insurance Policies
• Employer Paid Life Insurance
• Employer Paid Short-Term disability
• 401(k)
• 401(k) matching
• Provided Uniforms