1+ months

Parts and Service Manager

MacQueen Equipment Group
Lincoln, NE 68514
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Position Purpose

Reporting to Director of Service and Parts Operations, the primary purpose of the Parts and Service Manager is to manage the day to day operations of the parts and service departments and the facility. The position leads the parts and service teams to obtain the highest levels of customer satisfaction and department performance while assuring that company processes and procedures are followed and non-conforming conditions are corrected.

Duties and Responsibilities

Maintains highest levels of customer satisfaction

Provides support and clear communications to internal customers

Interacts with factory representatives and support personnel

Monitor Parts Department performance with key metrics, including revenue, profitability, and efficiency

Control performance of department using dealer operating system

Open / Review / Close work orders in CDK as required to maintain steady workflow in the shop

Prepare estimates for customers

Select new hires and provide internal training

Perform employee performance reviews based on job descriptions and department objectives

Manage and control special tools and equipment

Manage unapplied time and non-billable hours

Update technicians on latest technical information

Oversee upkeep of shop, including facility and equipment maintenance and housekeeping

Maintain efficiency and productivity control

Manage in-shop and in-field service and repair of equipment

Manage new and used equipment preparation and repair

Manage warranty repairs and administration

Ensure compliance with all safety and environmental compliance rules and regulations

Obtain and exceed department financial performance goals

Conduct performance coaching of staff to include supervision and guidance required for them to reach both their corporate and personal goals

Conduct regular service meetings and training sessions to communicate company objectives and policies, to develop technical skills and to encourage employee participation and personal growth

Maintain appointment and scheduling system

Sell needed and additional labor

Assist with diagnosing incoming vehicles as needed

Test drive and QC completed vehicles as needed

Prepare estimates and quotes

Establish payment method and obtain credit approval as required

Establish and communicate deviations in promise times as needed

Assign work to appropriate technician (based on skill level and time promised)

Follow up on work in process

Advise customers of changes in time or price commitments

Assist technicians with work in process, check quality of technicians work

Check vehicles for required maintenance that has not been performed

Check vehicles of open recalls

Return unsatisfactory work to technician for redo

Advise customer of vehicle completion and arrange delivery options

Leads, trains for and ensures the highest levels of customer service, both external and internal, is provided by the entire parts department staff

Properly staffing the department, which includes hiring, training, motivating and monitoring the performance of all parts department staff


o Customer parts order processing

o Telephone sales

o In-store merchandising

o Purchasing and expediting of parts and materials

o Warehousing and storage systems

o Shipping and receiving

o Office functions

o Safety programs in material handling and vehicles

o Office parts processes and filing

Inventory Management Duties:

o Forecasting and planning

o Monitors unusual demand patterns in parts sales

o Performs all stock ordering tasks assigned

o Coordinates all physical counts

Customer Satisfaction

Maintain highest levels of customer satisfaction

Maintain excellent customer relationships through immediate conflict resolution

Provide support and clear communications to internal customers

Positively interact with factory representatives, vendors and support personnel

. Requirements:

Skill and Experience

Excellent people and customer relations skills

Solid shop floor management knowledge

Excellent inventory management knowledge

Solid equipment and parts knowledge

Leadership skills in a specialized repair environment

Working knowledge of shop layout and utilization principals

A solid understanding of pricing principles and discounting effects

Knowledge of inventory control theory

Supervisory and management training in related fields

Ability to coach, mentor, train and develop parts team

Dealer Operating System experience required, CDK experience a plus

Good understanding of financial reporting principles

Microsoft Office skills to include Excel and Word

At least 5 years experience in the automotive, heavy truck, agricultural, heavy equipment or emergency equipment industry

Four year degree or combination of two year degree and equivalent experience required

Authorized to work in the USA

Posted: 2020-08-26 Expires: 2020-09-27

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Parts and Service Manager

MacQueen Equipment Group
Lincoln, NE 68514

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