Service Manager

About the role

The Service Manager is responsible for the day-to-day operation of the Service Department. The Service Manager creates and monitors processes to organize and maintain the paperwork flow and repair order closing. He is responsible for hiring and maintaining the work force (technicians and support staff) to adequately complete repairs based on customer's expectations. The Service Manager is responsible to maintain technician proficiency to the company standards. The Service Manager is integral in creating and maintaining long term relationships with key customers through the use of the factory sponsored SMARTLINQ Service Management platform to enhance the business experience in real-time. The Service Manager is responsible for long range forecasting and planning to promote long term growth and profitability. The Service Manager is responsible for long range forecasting and planning to promote long term growth and profitability.

Key Relationships

The Service Manager reports directly to the Director of Service. The Service Manager will communicate & be accountable to the Parts Manager, Truck Sales Team, Lease & Rental Team, Director of Service and General Manager as his/hers course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs.

The Service Manager will work closely with other parts counter personnel, coordinating with them the various aspects of warranty claims submission requirements.

The Service Manager works closely with the Assistant Service Manager, Service Writer, and Warranty Management team when coordinating repair order processing to maximize repair order recovery and minimize delays in completing the repairs and completing the warranty claims process.

Main Responsibilities

• Maintain the flow of communication internally and externally through the use of the SMARTLINQ Service Management platform.
• Get repair orders closed within 2 days of repair completion.
• Conduct daily 'tailgate' meetings with the assistant service managers, service writers & service technicians to coordinate repairs and address problems.
• Meet with technicians at start of shift to review status of repairs in process and the expectation for the repairs regarding hours invested and completion time estimation.
• Promote excellent customer service as measured by complaints and CSI reports.
• Assure the shop has trained/certified technicians for all OEMs represented.
• Maintain technician proficiency standards as outlined by the company and report results to technicians weekly and at the end of the month.
• Maintain a clean, professional shop environment.
• Actively engage and lead the safety program in the department.
• Assist the warranty manager, when needed to maintain current warranty receivables.
• Work with the credit department to assure customer creditability for repairs performed and to assure COD policies are adhered to.
• Make regular customer visits.
• Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc.

Qualifications

Knowledge, Skill and Ability to:

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manual.
• Reviews routine reports and communicates necessary action plans with the staff.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Analyze operational and administrative problems, evaluate alternatives and reach sound decisions with the support of upper management as needed.
• Plan, assign, supervise review and evaluate the work of others
• Train staff in work
• Organize, prioritize and delegate work and coordinate multiple activities to meet critical time restraints due to customer demand.
• Use initiative and sound independent judgement within general policy guidelines.
• Research, compile and summarize a variety of informational materials.
• Use computers, preferably in a PC, Windows-based operating
• Define problems, collect data, establish facts, and draw valid conclusions for long term resolution.
• Interpret an extensive variety of technical instructions in mathematical or diagram.
• Willingness to work on weekends, evenings and holidays. Willingness to attend occasional offsite training or conference.
• Willingness to attend occasional offsite training or conference.

Education and Experience

• 5 yrs. working at a Heavy-Duty Truck Dealership, including the Service Department, having 3 + years of leadership/management experience
• Excellent People Skills
• Building relationships with Customers & Employees
• Building loyalty with service technicians
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc) & Dealer Business System (DBS)

Working Conditions

• Work mainly takes place in an office/retail environment.
• Noise level is low to moderate.

Cognitive and Physical Demands

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manual.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Analyze operational and administrative problems, evaluate alternatives and reach sound decisions with the support of upper management as needed.
• Read and interpret rules, policies and procedures
• Use initiative and sound independent judgement within general policy guidelines.
• Research, compile and summarize a variety of informational materials.
• Define problems, collect data, establish facts, and draw valid conclusions for long term resolution.
• Interpret an extensive variety of technical instructions in mathematical or diagram
• While performing the duties of this job, the employee is regularly required walk, sit, talk, hear within surrounding environment
• The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, etc...
• The employee is occasionally required to climb or step
• The employee must occasionally lift and/or move up to 50 lbs. using best safety practices.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust
• The employee must be able to enter and exit a variety of vehicle types

EEO Statement

Coast Counties Peterbilt is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Coast Counties Peterbilt are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran or disability status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Coast Counties Peterbilt will not tolerate discrimination or harassment based on any of these characteristics. Coast Counties Peterbilt encourages applicants of all ages.