Service Manager

Service Department Manager

Affinity Truck Center is an established leader in new and used truck sales, parts and service, lease and rental, and financing. We have built our reputation on the work of our dedicated and experienced staff. We believe that our people are a key driver of our success. We offer a competitive wage and benefits package, a unique level of concern for our employees, and a stimulating work environment. At Affinity Truck Center, you can expect to be part of a team of people who care about their work, their clients and each other.

The ideal candidate will run an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records.

Essential Duties

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Prepare, and hold quarterly performance check ins with all service department staff on a quarterly basis.
• Approves vacation and sick requests and drafts disciplinary write-ups for time reporting violations.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keep abreast of and compiles with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-know, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing, and all are processes correctly.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Informs repair technicians of time allowances on each repair order.
• Maintains high-quality service repairs and minimizes comebacks.
• Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Renews, maintains, and ensures shop software programs are kept up to date.
• Ensures that the work areas and customer waiting area are kept clean.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as a liaison with factory representatives.
• Ensures the proper care, storage and inventory of special tools.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for frequent labor operations. Handles 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.
• Safeguards information system assets by identifying abnormalities, reporting suspicious activity and/or content, and contributing to the resolve of cyber security problems.
• Maintains safe work environment.
• Maintains a professional appearance.
• Holds weekly department meetings.
• Completes company trainings as needed.
• Attends manager meetings.
• Performs other duties as assigned.

Qualifications

• Two to four years related experience.
• Bachelor's degree
• Valid Driver license and ability to be insured by Affinity

Work Schedule and Travel

Due to the nature of our business, and the duties of the position in particular, the actual schedule you will be required to work will vary based upon many factors, including, but not limited to, the business needs of our Company, the schedules of our customers, the season of the year, etc. You may also need to travel out of State for meetings, training, conventions, etc. You will be reimbursed for travel expenses in accordance with Affinity Truck Center's travel policy.

Physical Requirements

The physical requirements for this position include the following:

• Environment: Frequently works inside/outdoors in varying weather conditions and temperatures
• Environment: Occasional exposure to excessive loud noise
• Environment: Frequent Exposure to dust, gas, fumes, chemicals, etc.
• Lifting and carrying: Frequently lift and carry items weighing up to 90 pounds
• Bending, twisting, stooping, reaching: Must be capable of frequent twisting and bending down to pick up items from lower shelves, and reaching up for items stored at higher levels.
• Vision: Must have at least 20/40 acuity in each eye with or without correction.
• Hearing: Ability to perceive a "forced whisper" at a distance of 5 feet or less, with or without hearing aids.
• Mobility: Ability to enter and exit the vehicle safely and efficiently.
• Mobility: Capability to climb into and out of trucks, which may involve using steps or ladders. Must maintain three points of contact when entering and exiting trucks at all times.
• Dexterity in operating controls such as steering wheels, pedals, and gear shifts.
• Standing: Must be able to remain in a stationary position for a certain percentage of the workday, such as 50% or more
• Walking: Regularly moving about on foot within the work area, which may involve navigating through tight spaces or uneven surfaces.
• Hand Dexterity: Frequent use of hands and arms for grasping, fine manipulation, pushing and pulling, reaching, typing, etc.
• Sitting: Frequent sitting while using a computer, operating a vehicle, operating a forklift, driving a golf cart, sitting at a desk, attending meetings, trainings, seminars, etc.

Mental Requirements

The mental requirements for this position include the following:

• Ability to learn new tasks effectively
• Ability to take direction from others in a leadership and/or similar role
• Must have the capacity to follow and remember processes and procedures
• Must maintain focus on assigned tasks
• Ability to complete tasks independently without supervision
• Ability to communicate effectively with visitors, customers, and colleagues
• Ability to multi-task
• Ability to prioritize
• Ability to work alone
• Ability to work in groups
• Ability to assist customers in a friendly manner
• Ability to communicate with others in a professional and respectful manner
• Ability to problem solve
• Ability to analyze and resolve issues
• Ability to exercise discretion & confidentiality
• Ability to engage in ethical conduct and decision making
• Ability to adhere to all company guidelines, policies, and procedures
• Ability to take criticism in a constructive manner
• Ability to maintain focus over long periods while driving
• Capacity for quick decision-making in response to changing traffic conditions or emergencies

In addition to base pay, actual total compensation may vary based on hours worked, performance, skillset, eligibility for overtime, performance-based bonuses or commissions, and employer-paid benefits.

Benefits:

• 401(k)
• 40