Service Manager

Summary The Service Manager is responsible for the day‑to‑day operations of the Service Department in compliance with established policies and procedures. Plans, develops and implements strategies for operational, sales and development to meet organizational business plans. Evaluates both departmental and individual results, and employee performance against objectives while maintaining the highest quality standards of professionalism in serving the customer. Key Responsibilities Establish and maintain practices designed to lead, manage, train, develop, motivate and recognize employees. Conduct annual employee performance review and develop specific and measurable objectives/goals for all departmental personnel. Contribute to the evaluation and development of strategies and performance with all teams. Forecast, manage and control sales, gross profit, and expenses. Establish short and long‑term operating and financial objectives consistent with ownership expectations. Plan, develop and implement activities for employees. Assess present and future needs, trends, problems and profit opportunities of the Service Department. Responsible for all applicable credit functions within the Service Department. Coordinate with other departmental managers to understand all aspects and needs of the operational development, and to ensure they are informed of objectives, purposes and achievements. Assess and analyze the competition, market conditions, trends, and profit opportunities within the Dealership's assigned area of responsibility. Ensure quality control procedures are followed. Monitor quality of work and take corrective action where standards are not met. Ensure activities meet organizational requirements of ethical behavior, health, safety, legal and environmental policies and regulations. Qualifications Basic computer skills and Repair Order Processing Software. Ability to operate motor vehicles and have a safe driving record. Current Commercial Driver's License preferred but not required. Working hours may require varied shifts, including evenings, weekends, or extended hours based on the needs of the business. Business Skills Personal Accountability - Being answerable for personal actions. Problem Solving - Defining, analyzing and diagnosing key components of a problem to formulate a solution. Flexibility - Readily modifying, responding and adapting to change with minimal resistance. Teamwork - Cooperating with others to meet objectives. Diplomacy - Effectively and tactfully handling difficult or sensitive issues. Customer Focus - Anticipating, meeting and/or exceeding customer needs, wants and expectations. Interpersonal Skills - Effectively communicating, building rapport and relating well to all kinds of people. Behaviors Interaction - The job requires frequent communication and engagement with others. People‑Oriented - The job requires building rapport with a wide range of individuals. Customer‑Oriented - The job requires identification and fulfillment of customer expectations. Versatile - The job requires adapting to various situations with ease. Frequent Change - The job requires rapid shifts between tasks. Urgency - The job requires decisiveness, quick response, and fast action. Persistence - The job requires finishing tasks despite challenges or resistance. Following Policy - The job requires adhering to rules, regulations or existing methods. Consistent - The job requires predictable performance in repetitive situations. Competencies Analytical - Uses intuition and experience to complement data; designs workflows and procedures. Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance. Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Delegation - Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results. Leadership - Inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; mobilizes others to fulfill the vision. Project Management - Coordinates projects; communicates changes and progress; manages project team activities. Problem Solving - Develops alternative solutions; uses reason even when dealing with emotional topics. Reasoning Ability – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Technical Skills - Pursues training and development opportunities. Physical Requirements Sufficient manual dexterity to operate office equipment (or operate a PC). Ability to climb ladders. Ability requires a person to bend, twist, squat, reach to perform tasks on truck components. Ability to lift a minimum of 60 lbs – 150 lbs. Unassisted. Other duties as required. Benefits Individual, spouse and family coverage. Multiple products are affordable and provide value for you and your family. Health and Wellness Benefits: Medical Insurance Dental Insurance Vision Insurance Supplemental Products like Short‑Term, Long‑Term Disability Financial stability and Retirement Preparedness: Our 401(k) program includes a company match Retirement Planning Assistance Financial Guidance and Education Paid Time Off: Full‑time employees enjoy paid holidays and personal time. Vacation is based on the length of service. Resources for major challenges and life events: Life Insurance, Critical Illness, and other products. Bereavement and Employee Assistance Program. Mental Health Resources readily accessible and without stigma. Palmer Trucks is committed to working with and providing reasonable accommodations to individuals with disabilities. This is an Equal Opportunity Employer. All Applicants are considered for employment without regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status or any other legally protected characteristic. #J-18808-Ljbffr Palmer Trucks