Service Manager

Summary:The Service Manager is responsible for the Branch Service department and its Diesel Technicians, including the efficient and profitable operation of the department while developing and maintaining a high level of overall customer satisfaction with the dealership.Responsibilities:Establishes strategic and operational goals and objectives for the Branch service departmentEstablishes Service Department profit targets and ensures operational goals are metFosters effective and timely communication between Service and all other Branch departmentsCommunicates with vendors on product and warranty issuesOverall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictateDuties:Establishes financial and operating objectives for the Branch service department in support of company's annual business planning processPrepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as neededProvides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trendsEvaluates Service Department's performance against target goals and standards, taking appropriate corrective action when neededAnalyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditionsEstablishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendorsMaintains good customer relations by addressing all customer concerns and mediating a solution between all parties involvedThorough knowledge of and compliance with manufacturer and vendor warranties and technical service proceduresFollows up and collects vendor credits and allowances in a timely mannerInterviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnelEnsures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as neededOversees purchasing and acquisition of appropriate department tooling and equipmentEnsures department is achieving acceptable productivity, efficiency and is adhering to company goals and policiesAddresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plansHolds monthly shop meetings, foreman's meetings, and safety meetings to review policy, procedures, technical updates, customer issues, etc. Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basisUnderstands and complies with federal, state, and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programsCoordinates and implements Branch service advertising and service specialsMaintains cleanliness of organization of shop and service office areaEnsures overall upkeep of facility and groundsAll other duties as assignedEducation, Skills, Experience:The Service Manager must have an Associate's degree (AA) in a technical field or comparable work experienceThree to five years heavy-duty truck service or related experience with supervisory experience preferredManagement skills to include strategic plan development, decision making abilities and program implementationAbility to demonstrate or display extensive product knowledge to customer and staffSupervisory skills to include the ability to coach, train and motivate subordinates to reach established department goalsMust be highly organized, detail oriented and results drivenAbility to prioritize and handle numerous tasks simultaneouslyAbility to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contactsEffective written and oral communication skillsAbility to handle upset customers in a professional mannerThe Service Manager must possess good mathematical skills, basic computer skills, and knowledge of WindowsThe Service Manager for the diesel service department must maintain a valid Commercial Driver’s License (CDL)Work Environment, Physical DemandsAbility to travel to meetings, visit customers, attend training classesAbility to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basisAbility to work in an environment to include 8-12 hours days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials to include fuel, oil, grease, and cleaning solutionsCSM Job Standards Accountabilities:Customer Focus: Actively looking for ways to identify customer needs. Then efficiently and effectively addressing those needs.Communication - Visual and Verbal: Listening, speaking, and signaling so others can understand. Communicate in spoken English well enough to be understood by others.Teamwork: Working cooperatively in a professional demeanor to complete work assignments.Health, Safety, and Security: Recognize and mitigate safety hazards including hazardous materials, environmental hazards, and accident conditions on a construction site. Follow appropriate security procedures.Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.Problem Solving/Decision-making: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.Adaptability and Lifelong Learning: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. #J-18808-Ljbffr