Service

Job Description

Service Technician Apprentice

Basic repairs and maintenance for a second year apprentice

Position Specifics:

Department: Service
Reports to: Service Manager or Foreman
Supervises: None
H&P Levels: 1-4

Purpose:

Participates in on-the-job and formal training and performs basic repairs, service and maintenance of agricultural and turf equipment under the direction of the Service Branch Manager, Foreman, or senior technicians.

Responsibilities:
  • Performs basic service, repairs and maintenance tasks as assigned
  • Develops skills in removal, disassembly, and reconditioning of components
  • Participates in TAFE and tailored Training programs required for the development of skills and knowledge to EDUCATE Core Curriculum and other nominated specific learning areas
  • Assists senior technicians as required
  • Develops knowledge of John Deere and competitive products
  • Maintains the condition of service vehicles, trailers, tools and equipment
  • Maintains a clean work area and performs quality work in a neat and orderly fashion
  • Follows all safety rules and regulations in performing work assignments
  • Completes all reports and forms required in conjunction with job assignments and TAFe requirements
  • Accounts for all time on a time card and for all material used in performing assigned duties
  • Perform pre-delivery set-up and inspection on new equipment
  • May in Year 3 and/or 4, independently perform repairs, maintenance and diagnostic analysis in the field or workshop.
Experience, Education, Skills and Knowledge:
  • Solid knowledge of methods, materials, tools and techniques used in the repair of turf equipment, agricultural equipment and Agricultural Management Systems (AMS)
  • Fundamental knowledge of engines, hydraulics, power-trans, air-conditioning, and electrical systems as they apply to machines marketed by the Dealership
  • Ability to use Service Advisor and basic computer functions
  • Good skills in operating vehicles and equipment used for diagnostic purposes
  • School Certificate or equivalent experience preferred
  • Valid driver’s license and Fork lift license preferred
  • Attention to detail, organizational skills and a drive for a career as a Diagnostic Technician
Key Performance Indicators
  • Meets Performance targets; efficiency & productivity
  • Completes repairs in allocated times
  • Pass TAFE courses and qualifications
  • Meet TAFE attendance requirements
Key Result Areas
  • Quality & integrity in work performed
  • Drive for continuous improvement
  • Peer development, coaching & training
  • Exceptional customer service
  • Safe work environment, procedures and operations
  • Meet company policies, procedures & expectations
  • Commitment to personal growth and development

Diagnostic TechnicianField-Technicians-preparing-the-ute-with-the-equipment-needed-to-get-the-job-done-the-first-time

Position Specifics:

Department: Service
Reports to: Service Manager or Foreman
Supervises: None
H&P Levels: 7 Diagnostic; 8 Master

Purpose:

Independently performs advanced diagnostics, service repairs and maintenance work on customer and/or dealer-owned agricultural and turf equipment. Coach and train others.

Responsibilities:
  • Performs advanced diagnostics and repairs on agricultural and turf equipment and established Ag Management Solutions (AMS) products in the field or workshop
  • Participated in Service EDUCATE Training programs required for the development of skills and knowledge to Master Technician levels
  • Mentors Service Technician Apprentices
  • Conducts or supports customer clinics or employee training as Subject Matter Expert (SME)
  • Maintains current knowledge of John Deere and competitive products
  • Maintains condition of vehicles, inventory, tools and equipment
  • Maintains a clean work area and performs work in a neat and orderly fashion
  • Follows all safety rules and regulations in performing work assignments
  • Completes all reports and forms required in conjunction with work assignments
  • Accounts for all time and all material used in performing assigned duties
Experience, Education, Skills and Knowledge:
  • 3+ years of experience performing service repairs after qualification
  • Ability to perform advanced repairs and maintenance using special tools and equipment following Technical Manual procedures on machines of the Technician’s specialty
  • Advanced knowledge of mechanical, electrical and hydraulic systems used in the repair of agricultural and turf equipment
  • Excellent skills in operating vehicles and equipment used for diagnostic purposes
  • Ability to use Service Advisor and most computer functions
  • EDUCATE Master Service Technician certification preferred or Cert 1V technical qualifications
  • Valid driver’s license required; and fork lift license preferred
  • A comprehensive tool kit for trade is required
Key Performance Indicators
  • Meets Performance targets of efficiency & productivity
  • Completes repairs in allocated times
Key Result Areas
  • Quality & integrity in work performed
  • Drive for continuous improvement
  • Peer development, coaching & training
  • Exceptional customer service
  • Safe work environment, procedures and operations
  • Meet company policies, procedures & expectations
  • Commitment to personal growth and development

Service Foreman

The Workshop Foreman inspecting a job prior to the machine being delivered back to the farm

Position Specifics:

Department: Service
Reports to: Service Manager
Supervises: Service Technicians and Apprentices
H&P Levels: 9

Purpose:

Assists in coordinating and directing the workload of the Service Department for maximum efficiency and productivity while providing quality repair work. The Foreman role is predominantly 80-90% on the tools and 10-20% administrative.

Responsibilities:
Communication
  • Act as the conduit between the Service Manager and the Technicians to enable all jobs, customer information from Team Leader meetings daily through to the day’s facilitation.
  • Communicate directly with the customer as needed, keeping the SM in the loop.
  • Report in each day with job status, customer feedback, diagnostic learning, tech concerns
  • Toolbox chats – set direction and feedback
Business generation
  • Identify every opportunity to build further revenue through building relationships and exceeding customer expectations, planning scheduling, follow-up and managing rework.
Daily Routine
  • Facilitation of the assignment of workshop and field jobs and work areas to Service Department employees according to their skills and knowledge.
  • Ensures technicians have each job’s requirements to perform the job.
  • Participate in own repairs and assists apprentices as needed as a coach.
  • Directs and assists in the diagnosis of machine problems of technicians and apprentices.
  • May arrange for and participate in re-conditioning of used equipment and pre-delivery of new workshop equipment.
  • May approve the release of workshop equipment for delivery to the customer.
Administration
  • Collates and appraises each job card to ensure all details are documented accurately and completely prior to the administration department.
  • Performs quotes and appraisals of workshop repair orders including parts and labour.
  • Handles customer complaints and advises Service Manager of any elevated complaints.
  • Maintains and recommends new tooling as required.
Team Development
  • Facilitates the coordination and scheduling of technician on the job training and time on JDU
  • Provide performance feedback for technicians and staff to the Branch and Service Manager.
  • May fill the Branch Service Manager role in their absence.
  • Assists the Service Manager with coordinating and conducting safety and team meetings.
Experience, Education, Skills and Knowledge:
  • 3+ years experience as a qualified Service Technician
  • Ability to lead, train and coach others and write and speak effectively to individuals and groups
  • Familiar with John Deere and competitive products. Fork lift licence preferred
  • Ability to use standard desktop load applications such as Microsoft Office and Internet
Key Performance Indicators
  • Meets Labour Performance targets for team and self
  • Completes repairs in allocated times
  • Job Quality Control checklist accurate
  • RO days
  • WIP
Key Result Areas
  • Quality & integrity in work performed
  • Drive for continuous improvement
  • Team development, coaching & training
  • Exceptional customer service
  • Safe work environment, procedures and operations
  • Meet company policies, procedures & expectations
  • Commitment to personal growth and development

Service Advisor

Position Specifics:

Department: Service
Reports to: Branch Service Manager
Supervises: None
H&P Levels: 5 Administrator; 6 Advisor relative to experience and trade qualifications

Purpose:

Assist the service manager in maintaining accurate and on-time reports and records relative to the service department’s operation within the dealership. Facilitates the communication between Service personnel and the administration of the Service Department.

Responsibilities:
  • Fields internal and external customer inquiries to the Service Department. Keeps customers up to date on the progress of their jobs.
  • Opens work orders as directed by the Service Manager/Workshop Foreman and maintains control until they are closed and invoiced.
  • Maintains Service Department filing and records.
  • Facilities the team’s acquisition of required information in and out of the Service Department
  • Updates customer profiles using equipment, hours, or other information from the customer work orders and in HANDLE.
  • Prepares, analyses and communicates Department efficiency and productivity reports and KPI tracking on behalf of the team.
  • Prepares warranty and/or product improvement claims including the computation of charges, submission and follow-up with the Group Warranty Department.
  • Facilitates Apprentice work experience and Payroll administration with SRO Payroll and HR.
  • Processes invoices after approval from Service Manager
  • Data entry for timecards, timesheets, RO’s and Payroll
Experience, Education, Skills and Knowledge:
  • Sound knowledge of accounting practices.
  • Ability to use standard desktop applications such as Microsoft Office and internet functions.
  • Knowledge of office procedures, data entry and spreadsheets.
  • Good understanding of mechanical/technical terms is preferred.
  • Qualifications as a mechanic preferred but not essential with experience
Key Performance Indicators
  • Meet customer expectations on phone, booking, etc
  • Meet administration targets for Service Department
  • RO closing days targets per month
  • WIP targets per month
  • Meet warranty claims processing targets
Key Result Areas
  • Quality & integrity in work performed
  • Drive for continuous improvement
  • Peer development, coaching & training
  • Exceptional customer service
  • Safe work environment, procedures and operations
  • Meet company policies, procedures & expectations
  • Commitment to personal growth and development

Service Manager

Position Specifics:

Department: Service
Reports to: Branch Manager
Supervises: Service Advisers, Foreman, Technicians, Maintenance, Apprentices
H&P Levels: 9-11 (relative to size of shed experience and skills)

Purpose:

Leads service operations within the dealership to ensure internal and external customer satisfaction. Grows profitable service labour sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel. The Service Manager role in a larger workshop is predominantly 90% management and 10% administrative. In a smaller workshop, the role split varies but may more likely be 10-50% Management, 10% administrative and the balance on the tools diagnosing, training and repairing.

Responsibilities:
  • Develops, communicates, enforces and monitors best practice Service Department processes to ensure internal and external customer satisfaction
  • Develops and executes annual Service Department goals, budget and marketing plans in alignment with the organisation’s financial and operational objectives
  • Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge
  • Assists with the development and training of service personnel and completes performance reviews of service staff
  • Monitors service sales to ensure achievement of budgeted sales and profit goals
  • Reviews work orders for completeness and accuracy prior to customer billing
  • Ensures all service warranty and Product Improvement Program claims are prepared within the required timeframe to receive maximum credit
  • Ensures all departmental tools, equipment, and vehicles are in good working order
  • Participates in customer clinics, field days and related promotional events
  • Assists recruiting, staffing and employee engagement and development activities for employees reporting to this position
Experience, Education, Skills and Knowledge:
  • 3+ years experience in Service Department operations
  • Ability to use standard desktop load applications such as Microsoft Office and Internet
  • Ability to write and speak effectively to individuals and groups
  • Familiar with John Deere and competitive products
  • Ability to analyse and interpret internal reports
  • Ability to work extended hours and weekends
  • Excellent customer service skills and strong leadership traits and management skills
Key Performance Indicators
  • Meets Team Labour Performance target
  • Sales and Profit performance targets met
  • Job Quality Controls performed on all jobs
  • Expenses meet budget expectations
  • Meet targeted Av. RO closing days
  • WIP targets met
  • Debtors under 60 days
  • Customer Experience results exceeded
Key Result Areas
  • Quality & integrity in work performed
  • Drive for continuous improvement
  • Peer development, coaching & training
  • Exceptional customer service
  • Safe work environment, procedures and operations
  • Meet company policies, procedures & expectations
  • Commitment to personal growth and development
  • Leadership and Management of team