Service Department Manager

Join the team at James River Equipment in Charlotte

Since 1977, James River Equipment has been providing outstanding John Deere products and services to farmers, businesses, homeowners, and our communities. Each one of our over 50 authorized John Deere dealerships provides a workplace where employees are family and customers return because of the skill, service and trust our employees provide. As we grow, we value people ready to grow a career that makes an impact far beyond just our daily workplace.

The Service Manager oversees the daily operations of the service department to ensure exceptional customer satisfaction, profitable labor sales, and efficient workflow. This role is responsible for developing departmental goals, managing personnel, maintaining equipment and facilities, and implementing best practices across service operations. The Service Manager plays a critical leadership role in driving performance, safety, and continuous improvement within the department.

Key responsibilities include:

Customer Satisfaction & Process Optimization

• Develop and maintain effective service department processes to ensure internal and external customer satisfaction
• Lead implementation of best practices and common processes across all service locations
• Coordinate customer clinics, field days, and promotional events
• Identify and develop new customer relationships and business opportunities
• Negotiate equitable service policy settlements

Financial & Operational Management

• Create and manage annual service department goals and budgets aligned with organizational objectives
• Develop and execute a service department marketing plan; monitor monthly to ensure revenue growth

Personnel Leadership & Development

• Recruit, hire, develop, and retain key personnel
• Maintain a current internal depth chart and individual development plans
• Provide coaching, performance feedback, and employee development
• Promote a culture of safety and provide safety training

Warranty & Claims Management

• Submit all service warranty and Product Improvement Program claims within required timeframes to maximize credit
• Analyze service rework and implement corrective actions

Facility & Equipment Oversight

• Ensure maintenance of service facilities, yard areas, mobile equipment, service vehicles, shop equipment, and tooling

Skills & Abilities

• Strong leadership and team-building capabilities
• Excellent coaching, negotiation, and conflict resolution skills
• Ability to read internal reports and understand financial principles related to service operations
• Effective communicator with both customers and technicians
• Knowledge of supervision principles and personnel administration
• Strong organizational and analytical skills
• Ability to identify and implement process improvements
• Positive attitude and commitment to safety practices

Physical Requirements

• Ability to lift up to 50 pounds unassisted
• Must be able to maneuver on/under heavy equipment and navigate construction/agricultural s