Service Manager

Job Description

Job Description

★ NOW HIRING: Service Manager

At Hunter Truck, our people are the driving force behind our success. As one of the largest Peterbilt dealer groups in the country, we combine the resources and opportunities of a growing organization with a culture where people are empowered to make an impact. With twenty-eight locations across Pennsylvania, New Hampshire, New Jersey, New York, Vermont, and West Virginia, we offer the scale, support, and career opportunities to help you take your career to the next level.

Come build your career with a team that invests in you from day one.

POSITION AT A GLANCE

Location: Allentown, PA
Position Type: Full-Time
Schedule: Monday through Friday, 8:00AM - 5:00PM
Address: 9981 Old Rt 22, Breinigsville, PA 18031

SUMMARY

Run an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensure that the daily inventory of technician's time is consistently sold to service customers.

The Service Manager reports directly to the General Manager but has a secondary responsibility to the Vice President of the department. All Service Department Personnel report directly to the Service Manager.

ESSENTIAL DUTIES  include the following. Other duties may be assigned.

• Forecasts goals and objectives for the department and strives to meet them.
• Review and analyze technician performance results and provides leadership and guidance when applicable.
• Creates and uses specific plans and programs designed to meet sales revenues and net profit goals, as established in the yearly business plan.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management.
• Attend manager’s meetings.
• Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys.
• Analyze and provide leadership in the area of market potential and penetration for all Service Department capabilities.
• Strive for harmony and teamwork within the department and with all other departments.
• Coordinate and maintain a working relationship with all other department heads insuring a total T.E.A.M. effort.
• Develop and implement a marketing plan which promotes new and repeat business.
• Understand, keeps abreast of, and complies 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 manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Hold monthly department meetings.
• Direct and schedule the activities of all department employees.
• Facilitate and/or conduct technical training and sends employees to appropriate training schools as needed.
• Monitor technician’s daily productivity reports and corresponding payroll records.
• Monitor and follow up on parts orders with the parts manager to ensure availability.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Maintain high-quality service repairs and minimizes comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality.
• Keep abreast of new equipment and tools available and recommends purchases.
• Ensure that the work areas and customer waiting area are kept clean.
• Establish and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serve as liaison with factory representatives.
• Ensure the proper care, storage, and inventory of special tools.
• 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.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Works with the General Manager to maintain the facility insuring it is in good working order.
• Interface with VP of Fixed Operations to accomplish assigned goals.
• Maintain safe work environment.
• Maintain a professional appearance.
• Comply with mandatory maintenance of 22% of open repair orders (work in process).
• Track and rectify rejected warranty.
• Be able to navigate, use, and understand business operating system.
• Efficiently open and close work orders
• Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment
• Conduct training and presentations for health and safety matters and accident prevention as directed
• Inspect facilities, operations, equipment and machinery to observe possible unsafe conditions and adherence to the law
• Investigate accidents or incidents to discover causes and recommend solutions to issues, improvement opportunities or new prevention measures

SUPERVISORY RESPONSIBILITIES

Responsible for the overall direction, coordination, and evaluation of the department; also directly supervises 20-30 non-supervisory employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Four to ten years related experience and/or training; or equivalent combination of education and experience required.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Have the ability to write routine reports and correspondence. Have the ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Have the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Have the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s License required; must meet company insurability standards.

Commercial Driver’s License or ability to obtain within first six months required; must meet company insurability standards

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk and is frequently required to stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and fumes or airborne particles. The employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.