Head of Sales & Customer Service

Job Type: Full-Time

Reports To: General Manager or Sales and Operations Manager

The Service Manager is responsible for leading day-to-day service operations, driving service revenue, and ensuring a consistent, professional customer experience from intake through completion. This role owns service workflow, customer communication, technician coordination, and operational execution.

This position is well suited for a service leader who understands how to balance customer expectations, technician productivity, and shop efficiency while maintaining quality and accountability.

Customer Experience and Communication

Serve as the primary point of contact for service customers

Walk trailers with customers and document concerns accurately

Service Workflow and Scheduling

Own the service schedule and manage all active repair work

Load work based on technician skill, availability, and parts readiness

Technician Leadership and Support

Ensure technicians have parts, information, and direction before starting jobs

Review completed work for quality and alignment with expectations

Set clear expectations for productivity, workflow, and quality

Support technician development through feedback and guidance

Parts Department Coordination

Communicate parts needs early to prevent workflow delays

Verify parts availability and ETAs before scheduling work

Coordinate with parts on backorders and corrections

Maintain strong daytoday communication between service and parts

Operational and Business Performance

Monitor service revenue, labor hours, productivity, and aged work orders

Ensure repair orders are updated and closed accuratelyIdentify process improvements to improve throughput and execution

Partner with store leadership on pricing, policies, and customer escalations

Two or more years of service advising, service writing, or service management experience in trailer, automotive, equipment, RV, marine, or related industries

Strong communication skills with customers and technicians

Ability to manage multiple priorities in a fastpaced environment

Comfortable working with repair orders, inventory systems, and vendor coordination

We do right by the customer, support our teammates, and focus on building something we are proud of. Our stores operate with clear expectations, strong leadership, and an emphasis on doing quality work the right way.

Pay Structure

Compensation includes a base salary determined by experience and store volume, plus participation in a monthly performance bonus tied to service department execution and results.

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