Centralized Services Operations Manager, Westminster

Centralized Service Operations Manager

The Centralized Service Operations Manager is responsible for leading, coordinating, and optimizing service operations across multiple dealership locations within the western territory. This role ensures consistent service processes, exceptional customer experience, operational efficiency, and profitability throughout the dealership network.The Centralized Service Operations Manager provides strategic oversight of centralized service administration, work order flow, scheduling coordination, technician productivity, warranty administration, customer communication processes, and operational performance reporting. This position partners closely with branch Service Managers, dealership leadership, parts operations, and field service teams to standardize best practices, improve workflow execution, and support operational excellence across all locations.This role is instrumental in driving service absorption, labor recovery, technician efficiency, customer satisfaction, and long-term service department growth while reducing administrative burden at the branch level through centralized support functions and process improvement initiatives. Service Operations Leadership

Develop and implement standardized service processes across all dealership locations. Partner with branch Service Managers to improve efficiency, consistency, and customer satisfaction. Monitor and analyze key service performance indicators including labor sales, technician efficiency and productivity, recovery rates, work-in-process (WIP), service turnaround time, warranty recovery, and customer satisfaction metrics.Lead initiatives focused on increasing service profitability and operational effectiveness. Assist in developing annual service department goals, budgets, and forecasting. Workflow&Scheduling Management Oversee centralized scheduling and dispatch processes for field and shop technicians. Coordinate workload balancing between locations to optimize technician utilization. Ensure timely opening, monitoring, and closing of work orders. Review backlog and prioritize service jobs based on customer impact and operational needs.Support emergency service response coordination during peak seasons. Customer Experience&Communication

Promote consistent customer communication standards across all locations. Support resolution of escalated customer service concerns. Ensure service estimates, approvals, and invoicing processes are timely and accurate. Drive initiatives to improve customer retention and service satisfaction. Technician Performance&Development

Support Service Managers in technician workforce planning and staffing strategies. Monitor technician training compliance and development progress. Assist with implementation of manufacturer training programs and service standards. Promote a culture of accountability, safety, teamwork, and continuous improvement.Warranty&Administrative Oversight

Ensure warranty claims are submitted accurately and within manufacturer guidelines. Monitor warranty recovery and audit compliance. Standardize administrative procedures related to service documentation and billing. Ensure compliance with company policies, safety standards, and manufacturer requirements.Technology&Reporting

Utilize dealership management systems and reporting tools to monitor operational performance. Develop dashboards and reporting metrics for leadership review. Identify process improvement opportunities through data analysis. Support implementation of operational technology and service management initiatives.Cross-Functional Collaboration

Work closely with Parts, Sales, Precision Ag, and Operations teams to improve interdepartmental coordination. Assist with strategic planning for equipment support and customer uptime initiatives. Participate in leadership meetings and operational reviews. Supervisory Responsibilities

Provides indirect leadership and operational guidance to Service Managers, Service Advisors, Warranty Administrators, Dispatchers, and support personnel across multiple dealership locations. Qualifications

Education&Experience

Bachelor's degree in Business Management, Agricultural Equipment Technology, Operations Management, or related field preferred. Minimum of 5–7 years of progressive service management experience in an equipment dealership, heavy equipment, agricultural equipment, or related industry. Multi-location management experience preferred.Experience in a John Deere or agricultural equipment dealership environment strongly preferred. Knowledge, Skills, and Abilities

Strong understanding of dealership service operations and financial drivers. Knowledge of agricultural, turf, compact construction, and/or precision agriculture equipment. Strong leadership, organizational, and problem-solving skills. Ability to analyze operational data and implement process improvements.Excellent communication and interpersonal skills. Proficiency with dealership business systems and Microsoft Office applications. Ability to manage multiple priorities in a fast-paced environment. Physical Requirements

Ability to sit, stand, walk, bend, and use hands for extended periods. Ability to occasionally lift and/or move up to 25 pounds. Ability to travel regularly between dealership locations. Ability to work in both office and shop environments, including exposure to noise, moving mechanical parts, and varying weather conditions.Work Environment Combination of office, dealership shop, and field environments. Frequent travel between dealership locations required. Occasional evening or weekend work may be necessary during peak operational periods. Key Performance Indicators (KPIs)

Technician productivity and efficiency Labor gross profit and recovery rate Service absorption Warranty recovery percentage Work order cycle time Customer satisfaction scores Employee retention and training completion WIP management and aged work orders Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required of the position. Responsibilities may change at any time with or without notice. Salary will be based on experience.