Service Manager

Description

Kenworth Northeast is an independently owned truck dealership supplying the northeast region with The World's Best® heavy and medium duty trucks and parts. For over a decade, Kenworth Northeast has operated Full-Service Dealerships serving customers through 7 convenient locations in New York and Massachusetts.

It is an exciting time for us as a New and Used Truck Sales, Parts, and Service company. Kenworth Northeast is into our second generation of leadership and expanding strategically across the North East. We recognize that growth comes with the dedicated assistance of our employees, along with recruiting people that enjoy making a difference. Kenworth Northeast carefully selects impact performers skilled in problem-solving who want to be part of the trial and triumphs that come with expansion.

We are currently hiring for a Service Manager at our Buffalo, NY branch with a pay range of $80,000 -$140,000 per year based off of experience.


The Service Manager is responsible for leading the overall performance of the Service Department by delivering exceptional customer service, developing high-performing employees, driving profitable growth, and ensuring operational excellence. The Service Manager is accountable for the financial performance, culture, safety, and customer experience within their department while living the Kenworth Northeast Core Values. This role leads by example, develops future leaders, and operates the department as a business focused on long-term customer relationships and continuous improvement.

Customer Experience & Business Development (40%)

The Service Manager is responsible for building lasting customer relationships while growing the service business through exceptional execution and proactive engagement.

Responsibilities

• Deliver an exceptional customer experience from estimate through delivery.
• Build and maintain strong relationships with key customers and fleet accounts.
• Promote the entire dealership by partnering with Parts, Truck Sales, and Business Development.
• Drive service sales by identifying maintenance and repair opportunities through quality inspection processes.
• Resolve customer concerns quickly while protecting long-term customer relationships.
• Participate in customer visits, sales initiatives, and community events that support dealership growth.
• Ensure consistent communication with customers regarding repair status, timelines, and approvals.

We measure impact by:

• Customer satisfaction
• Service sales growth
• Gross Profit
• Customer retention
• Reduced repeat customer concerns

Leadership & People Development (30%)

The Service Manager creates a culture of accountability, engagement, and continuous improvement by developing people and leading through the company's Core Values.

Responsibilities

• Recruit, develop, coach, and retain high-performing employees.
• Build future leaders through mentorship, training, and succession planning.
• Hold employees accountable while recognizing and rewarding performance.
• Foster teamwork, professionalism, and a positive workplace culture.
• Support technician career progression and ongoing OEM training.

We measure impact by:

• Employee retention
• Internal promotions
• Training completion
• Succession readiness
• Employee engagement

Operations & Financial Performance (30%)

The Service Manager is accountable for operating an efficient, profitable service department that consistently delivers quality repairs while maximizing available resources.

Responsibilities

• Lead daily service operations to maximize productivity, efficiency, and profitability.
• Monitor department performance using established KPIs and take corrective action when needed.
• Manage labor, expenses, and shop capacity to achieve financial objectives.
• Ensure repair quality through active leadership, coaching, and process discipline.
• Maintain compliance with OEM, warranty, environmental, and safety requirements.
• Promote continuous improvement throughout all areas of the department.

We measure impact by:

• Net Profit
• Gross Profit
• Labor Sales
• Efficiency
• Productivity
• Recovery
• Controllable Expenses
• Aged Repair Orders
• Cash Close Performance
• Warranty Performance

Special Skills, Education, Certifications

• Minimum of 5 years supervisory experience of heavy duty technician/mechanics
• Extensive technical background in servicing heavy duty trucks
• Excellent communication and interpersonal skills, with a focus on quality and customer service
• Strong motivational and leadership skills
• Class B CDL preferred
• Strong work ethic and commitment to the role
• May occasionally be required to lift up to 25lbs
• Must be able to travel