Service Manager

Job Posted: October 19th, 2021

Location: Santa Rosa, California, US

Customer First | Integrity | Excellence | Teamwork | Fun!

At Peterson our Vision is to be our customers’ first choice.   We put our customers first and continually strengthen our partnerships through our employee’s hard work, ingenuity and determination.  Our 85 year history is a reflection of our collective efforts and focus.

 

We provide a family oriented environment that promotes safety, personal growth and professional achievement.   Critical to our continued success is hiring and developing exceptional employees.  We are deeply committed to providing an environment necessary to attract and retain engaged employees who will relentlessly strive to reach Peterson’s strategic goals and vision.  We have high standards for our employees, with good reason.  They represent Peterson, our family, our brand, and our values to customers and our team members.

 

Why Peterson?

We have high expectations and so do you.  You are exceptionally motivated, have outstanding skills, and are looking for more than just a job.  We offer competitive wages, generous benefits, and promotional opportunities at a family owned and operated business that really cares about employees.  If you want to work side-by-side with others who are passionate about customer service, consider joining our team.  You can help us write more chapters in our success story as we move towards celebrating our 100 year anniversary.

Job Description

Peterson Cat has a need for an experienced Service Manager at our Santa Rosa, CA location.

SUMMARY

The Service Manager is responsible for all service department activities, including directing repairs, maintenance, and other activities relevant to providing excellent service to customers and other departments of the store.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

  • Operate as profit center and within scope of company mission statement; develop and monitor budget; act to control costs and reduce expenses; contribute and encourage the submission of cost improvement ideas.

  • Maintain good customer relations; intercede to help resolve problems and enhance relations; assist with warranty claims as needed.

  • Oversee work order closing process; periodically review work orders for accuracy and completeness, and the appropriateness of parts and labor.

  • Supplement other marketing efforts; stimulate and promote use of company service capabilities; provide quotes where possible.

  • Interview, hire, coordinate store orientation and training, discipline, and conduct performance and salary reviews of service employees; support affirmative action; ensure adherence to company policies, rules and regulations; maintain a high level of productivity and morale.

  • Conduct safety meetings, accident investigations, and train department personnel on safe work procedures.

  • Maintain and ensure safe and healthful working conditions as set forth in facility safety program; ensure compliance with environmental regulations as set forth in company hazardous materials and environmental protection programs.

  • Maintain liaison with parts management and communicate frequently with other area managers.

  • Keep current on technical aspects of function and on relevant company and Caterpillar policies and procedures.

  • Supervise assigned office staff; oversee accomplishment of clerical functions and maintenance of files and records; maintain control over on-line systems; maintain enough stock of office and promotional supplies to allow for efficient and effective business.

  • Oversee and approve timecards daily; ensure time is reviewed and approved at the end of each pay period.

  • Communicate with customers concerning service activities including reviewing jobs, explaining invoices, identifying needs for future repairs, and making maintenance recommendations.

  • Verify customer credit and payment requirements prior to initiating work orders.

  • Coordinate parts ordering and delivery as needed.

  • Monitor department work in progress to ensure jobs are completed on time and to the highest quality standards.

  • Keep current on service, repair, and modification procedures for all brands and models of products assigned to the department.

  • Provide technical support and assistance for department activities including failure analysis.

  • Provide on-the-job technical training to department technicians as needed and schedule formal training activities for department technicians.

  • Oversee the inventory and maintenance of department tools, equipment, and supplies.

  • Monitor and maintain department equipment and vehicles in good working order.

  • Occasional travel required to branch stores, conferences, and seminars; Operate company or personal vehicle as needed.

QUALIFICATIONS

Associates Degree from a fully accredited college or vocational/technical school in a Diesel Technology; and a minimum of six to ten years of directly related experience in truck/tractor/heavy equipment service; or an equivalent combination of education and work experience. Maintain a valid driver’s license with a satisfactory driving record.

Peterson Tractor Co. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.
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