Service Manager

Position Summary

This is a replacement due to a leadership succession transition. There will be opportunity to work alongside the current Service Manager during this transition period and will benefit from hands-on training, operational insight and ongoing support.

Responsibilities

• Collaborate with our Department Managers for Sales, Delivery and Accounting on jointly solving cross-department problems.
• Develop and maintain effective department processes to measure and maintain customer satisfaction.
• Resolve and/or escalate customer issues to ensure prompt and satisfactory resolution.
• Regularly review schedule and work with our schedulers on route optimization.
• Review billing disputes and respond promptly to the customers and accounting.
• Manage and lead a growing department of 35+ Field and in-house Technicians.
• Demonstrate leadership in developing and sharing best practices.
• Recruit, hire, develop and retain key talent of the Service Department; manage onboarding and training.
• Implement new policies and procedures as required.
• Master the use of all company software.
• Prepare and report on the department's financial and operating KPIs.
• Work with our Inventory Specialists on processes to maintain accuracy regarding vehicle inventory.
• Participate in weekly Operations and Department Head meetings with senior management.
• Create department goals and budgets that align with Company financial and operational objectives.
• Maximize department performance through goals/objectives, coordination, and delegation of duties.

Requirements

• 3-5+ years in management, preferably in a service or delivery/route/logistics department.
• Possess the qualities of humility, hunger/drive, and “people smarts”/interpersonal skills.
• Strong customer service skills, including an advanced ability to de-escalate conflict.
• Advanced computer skills and business acumen (proficiency with Microsoft Office applications – Excel, Outlook, Word).
• Strong problem-solving/troubleshooting abilities.
• Proven success in motivating and developing a team.
• Excellent time management & organizational skills, the ability to multi-task is essential.
• Able to work well under pressure & adapt to changing deadlines/priorities and work extended hours as needed.
• Excellent communication and ability to effectively collaborate with other departments.
• Able to travel to showrooms/warehouses throughout New England for service meetings and training.
• Understanding of general construction, electrical, and plumbing is desirable.