Regional Service Manager

Job overview

This role is responsible for the development and implementation of a high performing, integrated Aftermarket strategy with a focus on quality, process improvement and customer satisfaction. It will work closely with Regional and Senior Leadership to drive service process optimization, warranty compliance and maintenance, and ensure effective training and development programs are in place to elevate expertise and customer service skills within the team.

Responsibilities

      Enterprise Service Performance Optimization

• Standardization Across Locations - Drive uniform service processes, SOPs, and performance standards across all stores to ensure consistency, efficiency, and scalability.
• Works directly with the Codify team to standardize job codes and collaborate with Regional Managers on implementation.
• Maintain Service Playbook documenting the expectations for the daily/weekly/monthly activities of service personnel at a store including the non-negotiables of how to operate.
• Drive KPI Accountability - Monitor and guide Service Managers to achieve key performance metrics; Labor Performance; WIP DSO, Quoting, Warranty Recovery.
• Revenue & Margin Expansion – Develop and implement strategies to increase service sales and profitability. Examples include inspection sales by product line, and Service Maintenance Agreements (SMA).

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     Workforce Development & Retention

• Work with Training Department to support internal training programs for each of the technician ranges to develop, retain, reward and meet JD tech criteria
• Partner with Human Resources to lead annual technician compensation calibration meetings, ensuring fair, consistent, and equitable application of the technician pay plan across all locations.
• Assist with leading “Service Leadership Training” and participate in all formal aftermarket training initiatives.

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    Customer Uptime & Service Excellence

• Customer Support Structure - Oversee consistent customer communication, satisfaction tracking (NPS), and service issue resolution across all branches.

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    Warranty & Compliance Management

• Warranty Recovery Optimization - Improve processes and compliance for maximizing recoveries on OEM and aftermarket warranties. Reduce denials and audit risks.
• Establish and enforce a culture of accountability by setting clear expectations, ensuring that teams meet sales performance goals, and holding Customer Account Managers responsible for the execution of sales strategies and contracts.
• Monitor operational results regularly to identify areas for improvement, taking corrective actions where necessary to ensure that initiatives are completed on time and meet organizational targets.

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Cross-Functional Collaboration

• Sales & Aftermarket Integration - Partner with sales, parts, and precision farming teams to deliver a cohesive aftermarket experience that supports lifecycle value.
• On-Site Support and Facilitation – Provide temporary in-store support as needed by fulfilling service responsibilities during periods of staffing gaps or open service roles.
• Data-Driven Decision Making - Leverage dashboards and reporting tools to evaluate performance, identify gaps, and implement continuous improvement initiatives. Participate and support analytical projects to evaluate gaps in business process and support the development of tools to resolve those gaps.

Qualifications

• 3-5 years’ experience in managing Parts/Service Department operations.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Ability to speak effectively one-on-one and within a group including presenting to executive leadership.
• Excellent understanding of financial principles relative to Parts and Service Department operations.
• Bachelor’s degree or equivalent work experience.
• Familiar with John Deere and competitive products.
• Valid Driver’s License required.
• Travel required up to 75% - primarily consisting of same-day trips to store locations.

Additional requirements

• General Physical Requirements:
• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects. Kneeling, Crouching, Reaching, Standing, Walking, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, and Repetitive Motions.
• Visual Acuity:
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.