Job Details

Parts and Service Support Manager

  2025-01-05     McCoy Construction & Forestry     Knoxville,TN  
Description:

About the Company - McCoy Construction & Forestry, a John Deere dealership group with 25 locations across the Midwest and East South Central Regions, has an opening for a Parts & Service Support Manager.

About the Role - The primary function of the Parts & Service Support Manager is to drive consistent execution of product support processes through process development, onboarding of new employees, ongoing training & support, and systems expertise. Consistency among branch locations will be a key focus area for this position. The role will also support strategic product support initiatives such as job code authoring in Expert Services, Machine Inspections in the Expert App, service and parts scorecards, Product Support handbook, and others.

Responsibilities -

Provide onsite training for new parts & service hires on the programs and processes their role requires

  • Provide training for all parts & service employees on new systems when adopted
  • Provide onsite and offsite support for our employees for the programs and processes in place
  • Provide support for all employees on correct action guidance when situations arise
  • Provide training and support for service managers and service supervisors for technician support: Provide information on tech labor performance and how to improve, Provide information and support during tech evaluations, Provide reference and training on Service ADVISOR and local program support
  • Support new service/parts process development
  • Develop process flow documentation
  • Plan & Create jobs within Expert Services
  • Resident expert in Service Delivery/Service Operations and EQUIP
  • JDU Administration
  • Deere Bulletin Distribution (NMQ, PIPs, Aftermarket Programs)
  • Service Vehicle Management – monitor total cost of ownership
  • MyMcCoy Administration
  • Provide communication with John Deere Channel IT support on John Deere systems
  • Work with John Deere Channel IT support to resolve issues with software and processes
  • Provide technical support on work orders, parts tickets and help create solutions for issues
  • Provide ideas and solutions to increase parts and service sales and increase absorption for those departments
  • Any other duties as delegated by senior management

Qualifications -

Degree in an Engineering/Technology/Marketing discipline or equivalent experience (University Degree (4 years or equivalent)

  • Minimum of 3 years related Equipment experience and/or training; or equivalent combination of education and experience
  • Demonstrated EQUIP and Service Delivery skills (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners)
  • Willingness to travel (Up to 60%)
  • Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others)
  • Demonstrated capability to train and onboard new employees
  • Good interpersonal, negotiation and conflict resolution skills

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