Service Manager Freightliner Dealership

The Service Manager is responsible for leading the daily operations of a full-service Freightliner dealership service department. This position ensures exceptional customer service, efficient shop operations, technician productivity, and profitability while maintaining the highest standards of safety, quality, and compliance. The Service Manager works closely with customers, technicians, parts, and sales departments to deliver timely and accurate repairs that maximize customer uptime.Key ResponsibilitiesOversee all day-to-day service department operations, including scheduling, workflow, and repair quality.Lead, coach, and develop service advisors, foremen, technicians, and support staff.Monitor shop productivity, efficiency, and technician utilization to achieve departmental goals.Ensure repairs are completed accurately, safely, and within promised timelines.Deliver outstanding customer service by resolving concerns promptly and maintaining strong customer relationships.Review repair orders for accuracy, warranty compliance, and proper documentation.Manage warranty administration in accordance with Freightliner and manufacturer guidelines.Collaborate with the Parts Department to ensure timely availability of parts for repairs.Develop and manage departmental budgets while controlling labor, overtime, and operating expenses.Track and improve key performance indicators (KPIs), including labor sales, gross profit, technician efficiency, comeback rate, customer satisfaction, and repair cycle time.Ensure compliance with OSHA regulations, environmental standards, dealership policies, and manufacturer requirements.Recruit, train, mentor, and evaluate service department employees.Conduct regular team meetings and performance reviews.Promote a positive, professional, and safety-focused work environment.Support 24/7 emergency service operations and fleet customer needs when required.QualificationsHigh school diploma or GED required; Associate's or bachelor's degree in business, Automotive, Diesel Technology, or related field preferred.Minimum of 5 years of heavy-duty truck service management experience, preferably in a Freightliner or OEM dealership environment.Strong knowledge of diesel engines, heavy-duty truck systems, diagnostics, and repair procedures.Experience managing technicians, service advisors, and shop operations.Excellent leadership, communication, organizational, and problem-solving skills.Proficiency with dealership management systems (DMS), service software, and Microsoft Office.Understanding of warranty administration and manufacturer policies.Valid driver's license with an acceptable driving record; CDL preferred but not required.Preferred SkillsFreightliner dealership experience.Knowledge of DTNA warranty systems and service programs.Strong financial and business management skills.Ability to analyze reports and make data-driven operational decisions.Experience with continuous improvement initiatives and lean service processes.Key Performance Indicators (KPIs)Customer Satisfaction Index (CSI)Technician Productivity and EfficiencyLabor Gross ProfitShop ThroughputFirst-Time Fix RateComeback PercentageWarranty RecoveryDepartmental Revenue GrowthEmployee RetentionSafety and OSHA CompliancePhysical RequirementsAbility to walk throughout the service facility daily.Occasional lifting of up to 50 pounds.Ability to work in a shop environment with varying temperatures, noise, and exposure to vehicle equipment.Benefits:401(k)401(k) matchingHealth insuranceDental insuranceVision insuranceSupplemental voluntary insurances available.Life Insurance is fully funded by the employerEmployee assistance programEmployee discountPaid time offBirthday day offRecognition for longevityParental leaveReferral programHealth Club/Recreation Center membership reimbursementsEmployee Team Member Programs and more!Required Education:Bachelor's degree in Business Administration, Management, or a related field.Required Experience:Minimum of 5 years of experience in a service management role or similar position.Proven track record of successfully managing teams and improving service delivery.Experience in developing and implementing service strategies and processes.Familiarity with industry standards and best practices in service management.Required Skills and Abilities:Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to analyze service metrics and implement improvements.Proficiency in using service management software and tools.Strong problem-solving and decision-making abilities.Ability to work under pressure and manage multiple priorities.Customer-focused mindset with a commitment to delivering high-quality service. #J-18808-Ljbffr Cleveland Freightliner Inc