Head of Client Support Services

Summary:
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 dealership.

Responsibilities:

Establishes strategic and operational goals and objectives for the Branch service department
Establishes Service Department profit targets and ensures operational goals are met
Fosters effective and timely communication between Service and all other Branch departments
Communicates with vendors on product and warranty issues
Overall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictate
Duties:
Establishes financial and operating objectives for the Branch service department in support of company's annual business planning process
Prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as needed
Provides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trends
Evaluates Service Department's performance against target goals and standards, taking appropriate corrective action when needed
Analyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditions
Establishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendors
Maintains good customer relations by addressing all customer concerns and mediating a solution between all parties involved
Thorough knowledge of and compliance with manufacturer and vendor warranties and technical service procedures
Follows up and collects vendor credits and allowances in a timely manner
Interviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnel
Ensures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as needed
Oversees purchasing and acquisition of appropriate department tooling and equipment
Ensures department is achieving acceptable productivity, efficiency and is adhering to company goals and policies
Addresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plans
Holds 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 basis
Understands and complies with federal, state, and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programs
Coordinates and implements Branch service advertising and service specials
Maintains cleanliness of organization of shop and service office area
Ensures overall upkeep of facility and grounds
All other duties as assigned
Education, Skills, Experience:
The Service Manager must have an Associate's degree (AA) in a technical field or comparable work experience
Three to five years heavy-duty truck service or related experience with supervisory experience preferred
Management skills to include strategic plan development, decision making abilities and program implementation
Ability to demonstrate or display extensive product knowledge to customer and staff
Supervisory skills to include the ability to coach, train and motivate subordinates to reach established department goals
Must be highly organized, detail oriented and results driven
Ability to prioritize and handle numerous tasks simultaneously
Ability to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contacts
Effective written and oral communication skills
Ability to handle upset customers in a professional manner
The Service Manager must possess good mathematical skills, basic computer skills, and knowledge of Windows
The Service Manager for the diesel service department must maintain a valid Commercial Driver's License (CDL)
Work Environment, Physical Demands
Ability to travel to meetings, visit customers, attend training classes
Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis
Ability to work in an environment to include 8-12 hours days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials to include fuel, oil, grease, and cleaning solutions

CSM Job Standards Accountabilities:
Customer Focus: Actively looking for ways to identify customer needs. Then efficiently and effectively addressing those needs.
Communication - Visual and Verbal: Listening, speaking, and signaling so others can understand. Communicate in spoken English well enough to be understood by others.
Teamwork: Working cooperatively in a professional demeanor to complete work assignments.
Health, Safety, and Security: Recognize and mitigate safety hazards including hazardous materials, environmental hazards, and accident conditions on a construction site. Follow appropriate security procedures.
Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.
Problem Solving/Decision-making: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.
Adaptability and Lifelong Learning: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.