Service Manager

Summary Service Manager reports to the Branch Manager and is responsible for the day-to-day operations of the Service Department in compliance with established policies and procedures. The role plans, develops, and implements operational, sales, and development strategies to meet organizational business plans, evaluates departmental and individual results, and maintains the highest quality standards of professionalism in serving customers. Key Responsibilities Establish and maintain practices to lead, manage, train, develop, motivate, and recognize employees. Conduct annual employee performance reviews and develop specific, measurable objectives for all departmental personnel. Contribute to the evaluation and development of strategies and performance across all teams. Forecast, manage, and control sales, gross profit, and expenses; establish short‑ and long‑term operating and financial objectives aligned with ownership expectations. Plan, develop, and implement employee activities. Assess present and future needs, trends, problems, and profit opportunities of the Service Department. Manage all applicable credit functions within the Service Department. Coordinate with other departmental managers to ensure all aspects and needs of operational development are understood and objectives are communicated. Analyze competition, market conditions, trends, and profit opportunities within the dealership’s assigned area of responsibility. Ensure quality control procedures are followed and monitor the quality of work, taking corrective action where standards are not met. Ensure activities meet organizational requirements for ethical behavior, health, safety, legal, and environmental policies and regulations. Qualifications Basic computer skills and experience with Repair Order Processing Software. Ability to operate motor vehicles and maintain a safe driving record. Commercial Driver’s License preferred but not required. Work hours may include evenings, weekends, or extended hours as needed. Business Skills Personal Accountability – Being answerable for personal actions. Problem‑Solving – Analyzing and diagnosing key components of a problem to formulate a solution. Flexibility – Adapting to change with minimal resistance. Teamwork – Cooperating with others to meet objectives. Diplomacy – Handling difficult or sensitive issues tactfully. Customer Focus – Anticipating and exceeding customer needs. Interpersonal Skills – Communicating effectively and building rapport with all kinds of people. Behaviors Interaction – Frequent communication and engagement with others. People‑Oriented – Building rapport with a wide range of individuals. Customer‑Oriented – Identifying and fulfilling customer expectations. Versatile – Adapting to various situations with ease. Frequent Change – Managing rapid shifts between tasks. Urgency – Demonstrating decisiveness, quick response, and fast action. Persistence – Completing tasks despite challenges or resistance. Following Policy – Adhering to rules and regulations. Consistency – Providing predictable performance in repetitive situations. Competencies Analytical – Using intuition and experience to complement data and design workflows. Change Management – Developing implementation plans and communicating changes effectively. Communication – Speaking clearly, listening, and responding well to questions; presenting to groups. Customer Service – Managing difficult customer situations and soliciting feedback to improve service. Delegation – Assigning work, matching responsibilities, and monitoring delegated activities. Leadership – Inspiring and motivating others, influencing actions and opinions, and mobilizing toward a vision. Project Management – Coordinating projects and communicating progress. Problem‑Solving – Developing alternative solutions and reasoning through complex situations. Technical Skills – Pursuing training and development opportunities. Physical Requirements Manual dexterity to operate office equipment (or a PC). Ability to climb ladders. Ability to bend, twist, squat, and reach to perform tasks on truck components. Capacity to lift between 60 lbs and 150 lbs unassisted. Other duties as required. Benefits Health, Dental, and Vision Insurance. Supplemental insurance: Short‑Term and Long‑Term Disability. 401(k) program with company match. Retirement Planning Assistance. Financial Guidance and Education. Paid holidays and personal time for full‑time employees. Vacation based on length of service. Life Insurance, Critical Illness products, Bereavement and Employee Assistance Program. Mental Health Resources. Equal‑Opportunity Employer Notice Palmer Trucks 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 category. Palmer Trucks will provide reasonable accommodations to individuals with disabilities during the application process. For accommodation requests, contact View email address on click.appcast.io . Post Date Revised: August 2025 #J-18808-Ljbffr