Service Manager

About the role

The primary functions of the Service Manager is to supervise the day-to-day operation of the service department at a profit, including handling customer, local and national fleet accounts, maintaining and training qualified technicians and support staff.

Responsibilities

• Supervise all service department personnel, review and analyze performance results and take any necessary corrective action to improve performance and increase profits.
• Develop and implement business plans on a yearly basis to grow the business, make adjustments to the plan dictated by current conditions.
• Ensure quality work is being performed to customers’ expectation levels.
• Hire, train, orientate, and certify the appropriate amount of technicians, and other support personnel in various areas of expertise.
• Maintain productivity and efficiency reports; make necessary adjustments to achieve departmental goals.
• Counsel employees and do periodic performance reviews within company guidelines.
• Sell labor and parts to achieve profit targets determined in business plan.
• Know the local market potential, customers, vendors, and competition.
• Assure that all paperwork, repair orders and supporting documents are accurate and complete and maintained in a secure fashion.
• Maintain all necessary records relating to government regulations, OSHA, hazardous waste removal, and environmental policies/procedures.
• Keep service department, tool room, break areas, and storage lot, clean and free of any safety hazards.
• Plan, initiate, and participate in weekly, monthly, quarterly team meetings and safety meetings.
• Assist technicians in diagnosis of customer mechanical problems, recommend and sell appropriate repairs, stay on top of work in process, keep customers informed of any delays and progress in person, by phone or email.
• Road test and inspect vehicles upon completion.
• Maintain superior customer relations; handle any customer complaints with courtesy and professionalism in an expeditious manner.
• Follow factory and vendor warranty policies, guidelines and procedures. Administer any policy adjustments in the best interest of the customer and Kenworth Sales Company.
• Solicit additional service business by phone and personal contact on a regular basis.
• Develop and foster a relationship with the outside parts and service salesperson if applicable.
• Must be able to work in harmony with other department and corporate managers.
• Responsible for insuring proper payments are received before releasing vehicles to customers, and timely submission of warranty claims and collection.

Qualifications

• Ability to read, write and comprehend English instructions and information
• High school diploma or equivalent is required, college degree or technical certifications is desired
• Minimum 5 years working experience in a Heavy Duty, Truck Repair Facility or Dealership with 5 years in a supervisory role preferred
• Must have a working knowledge of current heavy duty truck repair methods and diagnostic procedures
• Excellent organization, analytical, written and verbal communication skills