Parts & Service Manager - Michigan Trailers - Traverse City, MI.

Job Description

Job Description

Job Title: Parts & Service Manager

Thank you for your interest in a position with Michigan Trailers!  We sell trailers and trailer parts and accessories. We also provide repairs and maintenance for trailers.  

We are a small team of people who work together to get things done! Good communication and a high level of motivation are essential for this team. We have big goals, and we plan to achieve them.

If this is how people describe you, please fill out the Employment Application for one of our openings. We would be happy to learn more about you.

Here’s a look at some of the great benefits we provide for our team:

• Medical, dental and vision insurance available – Co-pay plan and two high-deductible plans.   You can choose a plan that is right for you and is it partially funded by Michigan Trailers.
• Employee Assistance Program (EAP) – Free, confidential help when you need it.
• 401(k) Plan with a company match.
• Paid Time Off (PTO) starts accruing day one.
• Short term and long-term disability insurances paid for by Michigan Trailers.
• Life insurance paid for by Michigan Trailers.
• Paid holidays for time to relax and recharge
• Paid bereavement time so you can grieve, be with loved ones, and take care of things when someone close to you passes away.

Job Summary:   Manage and oversee all aspects of customer service, ensuring a positive and satisfactory experience for everyone associated with our company.

Essential Functions

• • Coordinate and schedule trailer repairs, ensuring all maintenance is completed efficiently and on time.
  • Order and manage repair parts, ensuring accuracy and timely delivery to maintain workflow.
  • Tag, organize, and relocate trailers to support operational efficiency.
  • Quote repair work quickly and accurately, ensuring profitability across parts and labor.
  • Sell service work and parts, meeting or exceeding established sales targets.
  • Monitor service performance metrics (e.g., customer satisfaction, response times, resolution rates) and implement improvements as needed.
  • Build, lead, and develop a high-performing team focused on achieving service and sales targets.
  • Train, coach, and mentor customer service staff; conduct performance evaluations and provide ongoing feedback.
  • Establish and enforce safety standards and goals for the shop team.
  • Take full ownership of work quality, ensuring all finished jobs meet company standards before delivery to the customer.
  • Manage customer relationships throughout the entire service process, including handling both positive interactions and escalated concerns.
  • Maintain strong phone communication with customers, providing clear, professional, and timely updates.
  • Collaborate closely with the sales team and store staff to deliver a seamless, high-quality customer experience.
  • Identify opportunities to enhance customer experience and operational processes.
  • Maintain current knowledge of company products, services, and promotions to effectively support customers.
  • Assist in other areas and perform other duties, as needed. (This is not intended to be a comprehensive list of activities, duties, or responsibilities required for this job.)

Qualifications and Requirements

• • Bachelor’s degree; in business, retail management, or related field preferred, or equivalent demonstrated skills and abilities.
  • Proven experience in a customer service, sales, or management role, preferably in the RV or trailer industry.
  • Strong organizational and multitasking skills, with the ability to prioritize and meet deadlines.
  • Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and team members.
  • Knowledge of trailer repair processes and parts, with the ability to effectively manage and coordinate repairs.
  • Strong computer skills with a working knowledge of Microsoft Office, and related software.
  • Highly motivated self-starter with analytical thinking skills.