Service Manager

Join the Border International family!!! Border International is hiring a Service Manager in Las Cruces, NM! At Border International, one of the country's leading heavy‑duty and trailer dealer groups, our success depends on serving our customers with the best team members in the industry. The Service Manager takes the lead role in managing an efficient and profitable Service Department through productive staffing, customer retention, technician training and quality workmanship while improving productivity and reducing costs to meet objectives. This position is crucial to achieving the highest customer satisfaction by performing duties in accordance with current vendor practices and our company’s policies and procedures. Responsibilities: Ensure Service Department growth and profitability by forecasting goals and objectives for the department and striving to meet them. Hire, train, motivate, counsel, and monitor the performance of all service department staff. Prepare and administer an annual operating budget for the service department. Maintain reporting systems required by general management and the factory. Attend International’s Parts and Service Managers annual meeting. Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys. Strive for harmony and teamwork within the department and with all other departments. Develop and implement a marketing plan which promotes new and repeat business. Understand, keep abreast of, and comply with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right‑to‑Know, etc. Understand and ensure compliance with all International and vendor policies and warranty procedures. Hold weekly department meetings. Ensure the service staff employees are performing their duties as outlined in the appropriate job descriptions. Direct and schedule the activities of all department employees. Facilitate and/or conduct technical training and send employees to appropriate training schools as needed. Monitor technicians' daily productivity reports and corresponding payroll records. Process payroll and send timesheets to the appropriate department in a timely manner. Monitor and follow up on parts orders with the parts manager to ensure availability. Initial all repair orders before submitting them to the warranty department, monitoring sales and hours relative to expectations. Review warranty performance statements on ISIS monthly. Review warranty charge‑backs with Warranty Administrator weekly. Review the over 60 days warranty debits weekly to ensure payment. Review open repair orders over 30 days to ensure closure and payment. Review C.O.D repair orders to ensure the vehicle and keys are on premises. Keep abreast of all warranty policies and product changes to maintain effectiveness in this role. Review and sign off on all Service Department outside purchases charged to the Service Department or a customer repair order. Inform repair technicians of time allowances on each repair order. Maintain high‑quality service repairs and minimize comebacks. Conduct periodic spot checks of completed repair orders, noting technician comments, technician sign off, repair completion and road test completion. Ensure that current and required tools are purchased as necessary. Ensure proper care, storage, and inventory of special tools. Ensure that the work areas and customer waiting area are kept clean. Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities. Serve as liaison with factory representatives. Ensure that customers' service files are up-to-date and readily available for reference. Ensure that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance. Prepare pricing guides and maintenance menus for frequent labor operations. Handle customer complaints immediately and according to dealership's guidelines. Establish and maintain 24‑hour follow‑up with all customers to confirm satisfaction with the service experience and encourage repeat and repeat bonus. Investigate the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness. Maintain a safe work environment and professional appearance. Qualifications: Bachelor's degree (B.A.) from a four‑year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Two to four years’ related experience and/or training; or equivalent combination of education and experience. Automotive Service Excellence (ASE) Certification (Preferred) Manufacturer Training Must have a valid Driver's License. Must be able to manage simultaneous custom projects with a strong understanding of production scheduling. Must have good verbal communication skills and the ability to calmly resolve issues that arise. Must be able to motivate others and lead by example. Must be self‑motivated, detail oriented and professional. Job Benefits: 401(k) Dental Insurance Health Insurance Life Insurance Paid Time Off Tuition Reimbursement Vision Insurance #J-18808-Ljbffr