Head of Client Support Services

CSM Kenworth in Ashland is currently seeking a driven individual to take on the full-time Service Manager position. This position is ideal for those who have experience in leadership, professionalism, and excellent communication skills. This is a great opportunity to join a growing and successful dealer group!Primary Duties:The Service Manager is responsible for the Branch service department and its diesel technicians, including the efficient and profitable operation of the department while developing and maintaining a high level of overall customer satisfaction with the dealershipEstablishes strategic and operational goals and objectives for the Branch service departmentEstablishes Service Department profit targets and ensures operational goals are metFosters effective and timely communication between Service and all other Branch departmentsThe Service Manager communicates with vendors on product and warranty issuesOverall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictateResponsibilities:Establishes financial and operating objectives for the Branch service department in support of company's annual business planning processThe Service Manager prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as neededProvides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trendsEvaluates Service Department's performance against target goals and standards, taking appropriate corrective action when neededAnalyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditionsEstablishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendorsMaintains good customer relations by addressing all customer concerns and mediating a solution between all parties involvedThorough knowledge of and compliance with manufacturer and vendor warranties and technical service proceduresFollows up and collects vendor credits and allowances in a timely mannerInterviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnelEnsures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as neededOversees purchasing and acquisition of appropriate department tooling and equipmentEnsures department is achieving acceptable productivity, efficiency and is adhering to company goals and policiesAddresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plansHolds monthly shop meetings, foreman's meetings and safety meetings to review policy, procedures, technical updates, customer issues, etc. Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basisUnderstands and complies with federal, state and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programsCoordinates and implements Branch service advertising and service specialsMaintains cleanliness of organization of shop and service office areaEnsures overall upkeep of facility and groundsRequirements:Associate's degree (AA) in a technical field or comparable work experience required3-5 years of heavy-duty truck service or related experience with supervisory experience preferredManagement skills to include strategic plan development, decision making abilities and program implementationAbility to demonstrate or display extensive product knowledge to customer and staffSupervisory skills to include the ability to coach, train and motivate subordinates to reach established department goalsMust be highly organized, detail oriented and results drivenAbility to prioritize and handle numerous tasks simultaneouslyAbility to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contactsEffective written and oral communication skillsAbility to handle upset customers in a professional mannerThe Service Manager must possess good mathematical skills, basic computer skills, and knowledge of WindowsAbility to obtain a valid Commercial Drivers License (CDL)Ability to travel to meetings, visit customers, attend training classesAbility to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basisAbility to work in a dealership environment to include 8 - 12 hour days with frequent exposure to weather elements

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