Service Responsible

• Own and drive the outlet’s service efficiency metrics in line with the Monnoyeur AG Division’s hours funnel framework, tracking and improving performance across the full cascade: Utilization (recorded hours vs. legal available hours), Productivity (productive hours vs. recorded hours), Efficiency (billed hours vs. recorded hours), and Billing Efficiency (billed hours vs. revenue hours).
• Monitor and manage Labor Sales Variation (LSV) — actual labor turnover vs. theoretical labor turnover — identifying where revenue is lost through unbilled hours, billing delays, or unrecovered warranty labor, and taking corrective action.
• Track non-productive hours (internal tasks, waiting for parts, waiting for instructions, cleaning) and implement targeted actions to reduce non-productive time as a percentage of total available hours.
• Analyze rework rates and “first-time fix” performance, identifying root causes of repeat interventions and implementing corrective measures in collaboration with the Area Service Manager and Technical Training \& Support Specialist.
• Manage overtime levels, ensuring that overtime is used strategically to meet seasonal demand peaks rather than as a symptom of inefficient planning or unbalanced workload distribution.
• Prepare and present monthly service efficiency reports to the Branch Manager and After-Sales Manager, covering the hours funnel, KPI trends, revenue performance, and action plans for improvement.

Job Description Summary

The Service Responsible is the operational leader of the workshop and field service function at IPSO Tarım’s outlet level, accountable for the end-to-end management of service delivery, technician performance, and workshop profitability. The role owns the full service value chain — from work order intake and technician dispatching through to job completion, invoicing, and customer sign-off — ensuring that every hour of technician capacity is planned, utilized, and converted into revenue as efficiently as possible.

Reporting to the Branch Manager with a dotted-line reporting relationship to the After-Sales Manager, the Service Responsible manages a team of Service Technicians and Mechanic Technicians, drives service efficiency KPIs aligned with the Monnoyeur AG Division’s hours funnel framework (utilization, productivity, efficiency, LSV), and ensures that all service operations comply with manufacturer standards and IPSO Tarım’s quality requirements. The product scope covers John Deere tractors, combines, SPFH, cotton pickers, Kuhn, Kramer and Rauch implements, and used equipment. Job Description

• Plan, schedule, and assign all workshop and field service interventions across the technician team, balancing workload distribution, skill levels, and customer urgency to maximize first-visit resolution and minimize downtime.
• Manage work order flow end-to-end using the CRM Field Service module: intake, technician assignment, progress tracking, parts coordination with the Parts Technician, job completion, customer sign-off, and invoicing.
• Oversee the execution of pre-delivery inspections (PDI), product improvement programs (PIP), Expert Check campaigns, and seasonal preparation activities, ensuring timely completion to manufacturer and company standards.
• Coordinate with the CSR and Sales team to prioritize service requests, manage customer expectations on repair timelines and costs, and ensure seamless handovers between sales, service, and parts functions.
• Monitor Work-in-Progress (WIP) levels daily, driving timely job closure and invoicing to prevent revenue leakage and ensure that completed work is billed within the current reporting period.
• Ensure that all workshop and field service activities comply with manufacturer procedures, use only genuine IPSO Tarım-supplied parts, and meet the quality standards required for warranty eligibility.