Service Manager

Ballard Truck Center is a family-owned business providing the best experience in the full-service commercial trucks industry in the northeast. Ballard’s dedicated team of technicians and representatives have earned them the title of #1 in Customer Satisfaction in the US by Volvo Trucks and Mack Trucks USA Dealer of the Year time and time again. Whether it is sales, service, parts, leasing, or rentals – Ballard’s been keeping the community rolling for over 100 years.

Ballard Truck Center in W Springfield, MA has immediate openings for a Service Manager.

Job Overview: The service manager is responsible for running a profitable and efficient service department. They will accomplish objectives through the use of proper procedures and policies, staff utilization, and security.

Responsibilities and Duties/Essential Functions

• Strive to meet goals and objectives for the department
• Strive for harmony and teamwork within the service department and with all other departments.
• Work with Parts Manager to ensure both departments work cohesively together
• Understand, keep abreast of, and comply with federal, state, and local regulations that may affect the department
• Attend managers’ meetings as requested
• Establish and maintain good working relationships with customers to encourage repeat and referral business
• Ensure that all customers are greeted promptly and given fair estimates/quotes on costs and time required for repairs and maintenance
• Handle customer complaints immediately and according to the dealership’s guidelines.
• Maintain reporting systems required by management and the OEMs
• Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys
• Understand and ensure compliance with OEMs warranty and policy procedures
• Monitor technicians’ productivity reports and corresponding payroll records
• Monitor and follow up on parts orders with the parts department to ensure availability
• Inform technicians of time allowances on each repair order
• Analyze departmental operations and storage layout and revise as needed for maximum effectiveness
• Keep informed of new equipment and tools available and recommend purchases
• Monitor the location and care of shop tools
• Ensure all repair orders are signed and have any customer required PO’s listed and/or attached
• Maintain a safe work environment
• Participate in all training programs that are made available.
• Assist in the collection of past-due accounts as needed/requested by accounting
• Ensure that the department is kept clean, including all work areas and customer waiting area

Supervisory Responsibilities

• Hire, train, motivate, counsel, and monitor the performance of all service department staff
• Direct and schedule the activities of all service departments employees
• Provide technical assistance to service department employees
• Ensure all service department employees understand and are performing their duties and responsibilities
• Conduct meetings with service department employees to discuss activities and problems of mutual interest and to develop strategies for a more efficient operation
• Monitor service department employees’ payroll record
• Ensure that all department employees receive appropriate OEM training
• Performance management of employees (including conducting annual performance reviews)

Work Environment

• A majority of the day is spent in an office environment
• The Service Manager is expected to be present in all areas of the department (including the shop floor and yard) at times/as need

Physical Demands

• A majority of the day is spent sedentary behind a desk working on a computer
• Standing and walking through the department and yard
• Occasional driving/travel for meetings and an occasional customer visit
• Occasional light lifting, bending

Position Type

• Full time (expected to be on site 9 hours a day)
• Exempt
• Salary
• Minimal nights and weekend required

Other duties: Please 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.

Qualifications

• Education level:
  • Minimum: high school diploma or equivalent
• Experience:
  • Minimum: 2-3 years service manager (automotive or heavy truck)
  • Preferred: Managing of a department of 10 or more employees
  • Preferred: CDK software
  • Preferred: Heavy duty truck dealership
• Skills:
  • Proficient computer skills
  • Good leadership skills
  • Good communication
  • Time management
• Personal characteristics:
  • Personable
  • Works well with others
  • Team oriented
  • Professional
• Licenses:
  • Preferred: Drivers License