Service Manager

Primary Duties

• Establishes strategic and operational goals and objectives for the Branch service department
• Establishes Service Department profit targets and ensures operational goals are met
• Fosters effective and timely communication between Service and all other Branch departments
• Communicates with vendors on product and warranty issues
• Overall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictate

Responsibilities

• Establishes financial and operating objectives for the Branch service department in support of company's annual business planning process
• Prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as needed
• Provides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trends
• Evaluates Service Department's performance against target goals and standards, taking appropriate corrective action when needed
• Analyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditions
• Establishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendors
• Maintains good customer relations by addressing all customer concerns and mediating a solution between all parties involved
• Follows up and collects vendor credits and allowances in a timely manner
• Interviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnel
• Schedules employees to appropriate training schools or arranges in-house training seminars as needed
• Oversees purchasing and acquisition of appropriate department tooling and equipment
• Holds monthly shop meetings, foreman's meetings and safety meetings to review policy, procedures, technical updates, customer issues, etc.
• Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basis
• Understands and complies with federal, state and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programs
• Coordinates and implements Branch service advertising and service specials
• Maintains cleanliness of organization of shop and service office area
• Ensures overall upkeep of facility and ground

Qualifications

• Associate's degree (AA) in a technical field or comparable work experience required
• 3-5 years of heavy-duty truck service or related experience with supervisory experience preferred
• Management skills to include strategic plan development, decision making abilities and program implementation
• Ability to demonstrate or display extensive product knowledge to customer and staff
• Supervisory skills to include the ability to coach, train and motivate subordinates to reach established department goals
• Highly organized, detail oriented and results driven
• Ability to prioritize and handle numerous tasks simultaneously
• Ability to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contacts
• Effective written and oral communication skills
• Ability to handle upset customers in a professional manner
• The Service Manager must possess good mathematical skills, basic computer skills, and knowledge of Windows
• The Service Manager for the diesel service department must maintain, or have the ability to obtain a valid Commercial Drivers License (CDL)
• Ability to travel to meetings, visit customers, attend training classes
• Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis
• Ability to work in a dealership environment to include 8 - 12 hour days with frequent exposure to weather elements