INTL Idealease Service Manager

Key Responsibilities

• Oversee daily service operations - Manage all aspects of the Idealease Service Department to ensure efficient, customer-focused, and compliant operations.
• Deliver exceptional customer service - Establish and manage priority and reciprocal service for Idealease customers, maintain a 90% retention rate, and resolve customer issues promptly.
• Implement best practices and compliance - Ensure full understanding and execution of Idealease Best Practices, maintain compliance with U.S. Federal Motor Carrier Safety Regulations (CFR 396), and stay current with regulatory changes.
• Manage preventive and corrective maintenance - Develop and oversee a preventive maintenance program achieving 95% currency; handle outside repairs, breakdowns, and over-the-road failures in a timely, cost-effective manner.
• Maximize warranty recovery - Identify warrantable failures, manage warranty claims and recovery, and build strong vendor and Navistar relationships to optimize reimbursements.
• Control costs and monitor financial performance - Manage running costs to meet business plan goals, review monthly unit P&Ls and financials, and take corrective actions as needed.
• Lead and develop service personnel - Recruit, hire, train, and certify technicians for DOT inspections and other regulatory requirements; promote continuous training and shop productivity.
• Maintain documentation and records - Ensure accurate vehicle maintenance files and CSA score monitoring; keep all documentation in compliance with federal and company standards.
• Support sales and customer onboarding - Partner with sales teams on strategies to secure business, participate in customer orientations, and assist in resolving maintenance concerns.
• Promote safety and internal controls - Enforce safety policies, maintain a clean and professional shop environment, safeguard company assets, and ensure adherence to policies and procedures.

Qualifications

• High School diploma or higher; advanced education or technical certifications in business, sales, or automotive/truck maintenance preferred.
• Relevant industry experience (3-7 years) in dealership operations, rental/fleet management, or service leadership roles.
• Strong background in staff supervision and team development, including coaching, training, and performance management.
• Practical knowledge of regulatory compliance, safety standards, and customer service best practices within a transportation or automotive environment.