Service Manager

Summary:

North Central International is a full-service International Truck dealer group with locations across Minnesota, Northern Iowa, North Dakota and South Dakota. We offer truck sales and service, parts sales, and Idealease truck leasing/rentals. Our primary focus is to keep customers on the road by having an exceptional experience within our organizations. Please come join our team!

The Service Department is an integral and vital part of the dealership, and the manner in which it builds open, honest, trusting relationships with customers and other departments is essential to the dealership's success. 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 in order to meet objectives. This position is crucial to achieve the highest customer satisfaction by performing duties in accordance with current vendor practices and our company's policies and procedures.

Minimum Qualifications:

1. Education:

• High school diploma or GED required.
• Completion of advanced vocational, technical, or trade school training in automotive, diesel, or heavy equipment technology preferred.

1. Experience:

• Minimum of 5-8 years of progressive hands-on experience in vehicle diagnostics, maintenance, and complex repairs in a dealership, commercial fleet, or heavy-duty service environment. (Preferred)
• Demonstrated experience mentoring or training junior technicians is preferred.

1. Licenses/Certifications:

• Valid driver's license required.
• Automotive Service Excellence (ASE) Master Technician certification or equivalent. (Preferred)
• OEM-specific certifications (e.g., Diesel Engines) preferred.
• Commercial Driver's License (CDL) or ability to obtain one is preferred.

1. Technical Proficiency:

• Ability to interpret wiring diagrams, technical bulletins, and repair manuals to manage repairs as needed.

1. Other Requirements:

• Ability to work independently and provide leadership to others.
• Must meet the physical demands of the job, including lifting heavy parts and working in confined spaces.
• Flexibility to work overtime, weekends, or on-call as required.

Essential Functions:

• Ensure consistent growth and profitability of the Service Department through effective operations management, expense control, and customer satisfaction.
• Ensure full compliance with International and vendor policies, including warranty guidelines, procedures, and reporting requirements.
• Review and approve all Service Department outside purchases charged to either the department or customer repair orders.
• Analyze monthly warranty performance statements on ISIS and review weekly charge backs with the Warranty Administrator to identify and resolve discrepancies.
• Monitor warranty debits over 60 days and open repair orders over 30 days to ensure timely closure and payment.
• Review C.O.D. (Cash on Delivery) repair orders to verify that the corresponding vehicles and keys are on-site and properly accounted for.
• Attend International's annual Parts and Service Managers meeting to stay informed on brand initiatives, standards, and performance metrics.
• Maintain high-quality service standards to reduce rework and customer comebacks.
• Ensure fair and equitable assignment of repair work among technicians based on skill level and availability.
• Conduct periodic inspections of ongoing repairs throughout the day to evaluate job progress, workmanship quality, and shop cleanliness.
• Stay current on all warranty policies, OEM procedures, and product updates to maintain departmental efficiency and compliance.
• Coordinate and ensure completion of manufacturer and vendor training programs for technicians and service personnel.
• Review a random selection of completed repair orders to validate documentation, technician comments, signatures, and proper road test completion.
• Remain informed and ensure compliance with all federal, state, and local regulations affecting service operations, including OSHA, EPA, and hazardous waste disposal requirements.
• Promote and enforce a clean, safe, and organized work environment in all service areas.
• Oversee the procurement of required tools and equipment to maintain operational readiness and compliance with OEM standards.
• Hold regular staff and technician meetings (monthly or as needed) to address performance, policy updates, and departmental goals.
• When necessary, communicate with customers to explain completed repairs and related charges in a clear and professional manner.
• Participate in the interviewing and hiring of potential Service Department employees in coordination with HR.
• Ensure all service staff perform their job duties as outlined in their job descriptions, and provide coaching or corrective action when necessary.
• Proactively seek out and secure new service business to expand customer base and increase department revenue.