Truck Service Manager

Essential Responsibilities

• Ensuring Service Department growth and profitability.
• Understanding and ensuring compliance with all International and vendor policies and warranty procedures.
• Reviewing and signing off on all Service Department outside purchases charged to the Service Department or a customer repair order.
• Reviewing warranty performance statements on ISIS monthly.
• Reviewing warranty charge backs with Warranty Administrator weekly.
• Reviewing the over 60 days warranty debits weekly to ensure payment.
• Reviewing open repair orders over 30 days to insure closure and payment.
• Reviewing C.O.D. repair orders to ensure the vehicle and keys are on premises.
• Attending International’s Parts and Service Managers annual meeting.
• Maintaining high quality service repairs to minimize comebacks.
• Ensuring that all work is fairly and equally assigned.
• Investigating the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness.
• Keeping abreast of all warranty policies and product changes to maintain effectiveness in this role.
• Providing current manufacturers’ vendor training courses for technicians and service staff.
• Reviewing random completed repair orders, noting technician comments, technician sign off, repair completion and road test completion.
• Understanding and keeping abreast of all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA, EPA, etc.
• Maintaining a safe and clean work environment in all service areas.
• Ensuring that current and required tools are purchased as necessary.
• Holding monthly staff and technician meetings.
• Explaining completed work and charges to the customer if required.
• Interviewing potential Service Department employees
• Ensuring the service staff members are performing their duties as outlined in the appropriate job descriptions.
• Soliciting new service business

Qualifications

• Minimum of eight years technical experience in the medium/heavy-duty truck industry.
• Must be customer-sensitive and able to listen, understand and communicate professionally with all customers, both external and internal.
• Promote continuous improvement within the department.
• Maintain a high degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct oneself in a professional manner.
• Must be able to adjust to multiple demands and shifting priorities, and be responsive and flexible to best serve the issue at hand.
• Must have the ability to accept and react to change and lead others in a similar positive direction.
• Must have superior problem-solving skills to achieve a win-win solution.
• Must be able to understand, communicate, and evaluate all vendor and International warranty guidelines.

Additional Qualifications

• Experience with Microsoft programs and applications currently in use at this location.
• Good organizational skills
• A commercial driver’s license (CDL) to operate and road test customer vehicles when needed.
• Knowledge of dealer and fleet maintenance procedures and systems.
• Willingness to pursue self-development courses applicable to the job.
• Working knowledge of International and supplier/vendor warranty policies.
• The ability to utilize the full capabilities of ISIS.