Service Manager Commercial Vehicles

Service Manager

ABC Companies is a leading provider of transportation solutions, offering vehicles for 8-81 passengers, along with parts, service, and financing to support fleet operators across North America. Family-owned and operated since 1972, ABC is driven by its mission to advance the transportation industry through innovative, collaborative solutions that redefine the standard. Guided by its core values of Integrity, Trust, Collaboration, and Innovation, ABC is committed to delivering customer-focused, high-quality solutions that enhance safety, performance, and reliability.

Join ABC Companies as a Service Manager and lead the daily service operations responsible for keeping a high-performing commercial vehicle fleet safe, reliable, and available for service. In this hands-on leadership role, you'll oversee shop operations, fleet availability, repair priorities, road-call response, team development, and customer initiatives while serving as a technical escalation resource for complex vehicle concerns. You'll lead through Foremen and Supervisors, develop technicians, coordinate with customers and vendors, and use operational data to keep vehicles moving. If you're an experienced service leader who combines strong technical knowledge with people leadership, accountability, and operational execution, this is an opportunity to make a direct impact on fleet performance and customer success.

Salary Range: $135,000-$145,000 annually. This information reflects the proposed base salary range for this position based on available data. Minimums and maximums may vary based on location. Individual pay is determined by additional factors including job-related skills, experience, applicable education or training, and other relevant factors.

At ABC Companies, we recognize that our employees are our greatest asset. We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Retirement Plan
• Company-Paid Short-Term Disability Insurance
• Company-Paid Long-Term Disability Insurance
• Company-Paid Basic Life & AD&D Insurance
• Voluntary Term Life & AD&D Insurance
• Flexible Spending Accounts (FSA)
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Paid Holidays
• Training and Professional Development Opportunities
• Career Growth and Advancement Opportunities

Benefits eligibility and offerings are subject to plan terms and company policies.

Position Overview

The Service Manager is responsible for leading and coordinating daily service operations to maximize fleet availability, repair quality, shop productivity, safety, and customer satisfaction. Working closely with the Operations Manager, this position oversees shop workflow, vehicle-down priorities, road-call response, preventive maintenance findings, labor activity, technical escalations, employee development, and service-related customer initiatives. The Service Manager provides leadership and accountability through Supervisors and Foremen while serving as a senior technical and operational resource for the Service team. This role partners with customers, vendors, Safety, Facilities, IT, and Corporate teams to resolve operational challenges, improve processes, maintain compliance, and ensure service activities are completed safely, accurately, and efficiently.

What Success Looks Like

• Maximizing fleet availability by maintaining clear visibility into vehicle-down conditions and driving repairs, parts needs, and technical escalations through timely resolution.
• Creating an accountable, high-performing service operation where Supervisors, Foremen, and Technicians understand priorities, quality expectations, and performance standards.
• Effectively balancing customer priorities, preventive maintenance requirements, road calls, vehicle defects, and shop capacity to keep work moving efficiently.
• Developing the technical capabilities of the Service team through structured training, qualification tracking, coaching, and individual development plans.
• Reducing recurring repair and process issues through strong technical troubleshooting, root cause analysis, accurate documentation, and consistent follow-through.
• Maintaining high standards for safety, compliance, labor accuracy, documentation, shop organization, and operational discipline.
• Building strong partnerships with customers and internal teams by communicating clearly, resolving escalated concerns, and delivering dependable service results.

Key Responsibilities

Service Operations & Fleet Availability

• Lead and coordinate daily service operations in partnership with the Operations Manager.
• Monitor the Vehicle Down List through established reporting tools and drive timely resolution of vehicle-down conditions.
• Oversee shop floor activity and road-call requests, ensuring work is appropriately prioritized, assigned, and completed.
• Review and prioritize defects identified through preventive maintenance inspections, Driver Vehicle Inspection Reports (DVIRs), and additional findings discovered during maintenance and repair activities.
• Serve as a primary escalation resource for complex repair, diagnostic, and parts-related concerns.
• Coordinate expedited technical, repair, and parts support when vehicle availability or customer operations are at risk.
• Monitor DVIR completion and follow-up, ensuring Foremen maintain accurate documentation and drive identified defects through resolution.
• Monitor workflow, repair progress, labor utilization, and shop capacity to identify constraints and adjust priorities as needed.

Technical Leadership & Repair Quality

• Provide technical leadership and guidance for complex mechanical, electrical, HVAC, electronic, diesel, and other vehicle system concerns.
• Support Supervisors, Foremen, and Technicians with advanced troubleshooting, root cause analysis, and difficult repair decisions.
• Promote consistent diagnostic and repair practices that improve quality and reduce repeat repairs.
• Review recurring vehicle concerns and partner with appropriate technical resources to identify effective long-term solutions.
• Provide customers with technical support in person and by telephone as needed.
• Help ensure service work meets ABC Companies' quality, safety, documentation, and customer requirements.

Customer & Project Management

• Manage service-related customer projects, operational initiatives, and program rollouts established with operators and customers.
• Coordinate customer priorities with available shop capacity, fleet requirements, staffing, and maintenance needs.
• Communicate service priorities, vehicle status, operational concerns, and resolution plans to customers and internal stakeholders.
• Manage third-party service vendors, including vendor selection, quote review, service coordination, and performance.
• Serve as a primary subject matter expert for user acceptance testing (UAT) associated with applicable system enhancements and rollouts in partnership with IT and Corporate teams.
• Support implementation and adoption of new operational processes, tools, and technology.

Team Leadership, Development & Training

• Provide leadership, direction, coaching, and accountability through Service Supervisors and Foremen.
• Maintain the department's training and qualification matrix, including KPA training, CDL requirements, required education, certifications, and recurring training.
• Establish and monitor development plans for Technicians, Foremen, and Supervisors to support technical progression, leadership development, and operational needs.
• Ensure Supervisors and Foremen maintain accountability for employee performance, work quality, documentation, attendance, and process compliance.
• Identify training and skill gaps and coordinate appropriate development resources.
• Promote a collaborative, safety-focused culture centered on quality, accountability, continuous improvement, and customer service.
• Serve as the DSI/Cloud Inventory subject matter expert, providing system guidance and supporting consistent process adoption throughout the Service team.

Safety & Compliance

• Partner with Safety, Health, and Environmental resources to maintain compliance with applicable EPA, OSHA, DOT, Workers' Compensation, and company requirements.
• Ensure safety and environmental incidents are properly documented, escalated, investigated, and addressed.
• Monitor shop safety, cleanliness, and housekeeping expectations and ensure identified concerns receive appropriate corrective action.
• Reinforce safe work practices and hold team leaders accountable for compliance with established policies and procedures.

Labor, Payroll & Administrative Oversight

• Review and approve daily payroll, attendance, work-order labor transactions, and time-of-activity records, ensuring information is accurate and properly documented.
• Hold Supervisors and Foremen accountable for recurring transaction errors, incomplete documentation, and timely corrections.
• Monitor labor utilization, work-order activity, staffing, and operational workload to identify productivity or resource concerns.