Service Manager - HOLT Truck Centers

Service Manager

The Service Manager's main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfaction, as well as positively contributes to the business performance and overall company profitability. The incumbent in this position is expected to model the following practices on a daily basis:

1. Demonstrate alignment with the company's mission and core business values;
2. Collaborate with key internal/external resources;
3. Participate in ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Hires, develops, evaluates and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS).

Service Department Management:

• Manage and plan the daily operations of the service department, working with and acting on deviations. Lead and motivate the service department personnel.
• Set routines for planning and following up on meetings
• Carry out pulse meetings
• Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation
• Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department
• Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration
• Monitor Dedicated Customer Service and Digital Dealer adoption and utilization, addressing any deviations
• Monitor and handle deviations, initiate proper actions and escalations
• Coordinate with the parts department to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to
• Manage the service department facilities
• Create and manage schedules and shifts

Service Department Customer Relations

• Develop and manage customer relationships ensuring that customer's needs are met, and services are developed to meet the future needs of the customer.
• Build and maintain the right level of relationships with customer representatives
• Monitor the department's processing of complaints and process major or complicated complaints
• Assist service department personnel and customers regarding technical issues
• Participate in meetings with key customers when required

Service Solution Sales

• Increase service solutions sales by developing, maintaining, and communicating the services portfolio and solutions according to customer needs.
• Market and communicate the International Service Solutions to existing and potential customers
• Coordinate and follow up of the Service Salesman activities if required by the reporting line
• Enable a team-based approach ensuring open and effective communication within the service department to achieve common business objectives
• Monitor the service department's pricing and discounts to ensure that they meet the established levels
• Collaborate and coordinate with other dealership personnel to develop, maintain and communicate the service strategies and solutions

Service Department Follow Up Results

• Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.
• Manage and analyze the service department's running costs and expenses budget
• Regularly follow up on service business and financial results
• Set, monitor, maintain, and follow up on KPIs
• Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required
• Analyze current standards to identify and present opportunities for improvement of the service department
• Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals
• Review warranty performance and financial impacts, addressing any procedural or training opportunities.

Service Department Leadership

• Create and foster environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.
• Protect the employee's and company's reputation by keeping information confidential
• Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm
• Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
• Contribute to the business goals by accomplishing related results and participating on projects as needed.

Knowledge, Skills, and Abilities

• Business Acumen - Using an understanding of business issues, processes, and outcomes to maintain and enhance the business performance.
• People Management - Managing others to ensure their work contributes to organizational goals. Developing individuals, building teams, resolving conflicts, and applying company policies.
• Products and Services - Maintains an up to date understanding of International and IC Bus products and services necessary to perform duties and tasks. Understands International products and services value proposition connected to processes and business.
• Resource Management - Planning, allocating, and mobilizing resources (human, physical, informational, and financial resources) to achieve organizational goals.
• Safety - Demonstrates understanding for importance of safety policies, procedures, and regulations. Creates and safeguards a safe and sustainable work environment for all employees.
• Using Information Technology - Using software and information technology to accomplish one's work.

Requirements

• High school education or equivalent
• Bachelor's degree in business, management, technical, or related field or equivalent experience
• Relevant work experiences in a dealership position recommended
• Further education in a relevant field
• Currently maintains or can obtain Commercial Driver's License (CDL)

• Responsibilities include, but are not limited to recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Less than 10% travel per year with some overnight stays; 90% related to training
• Valid driver's license

• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
• Frequently moves materials or equipment weighing up to 50 pounds
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
• Ascend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down ladders
• Be able to safely maneuver and work underneath equipment
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work

• Regularly works indoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Noise level may be loud at times
• Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment
• Significant time spent in confined spaces and high places

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified.