Head of Service Management

Ballard Truck Center is a family-owned business providing the best experience in the full-service commercial trucks industry in the northeast. Ballard’s dedicated team of technicians and representatives have earned them the title of #1 in Customer Satisfaction in the US by Volvo Trucks and Mack Trucks USA Dealer of the Year time and time again. Whether it is sales, service, parts, leasing, or rentals - Ballard’s been keeping the community rolling for over 100 years.

Ballard Truck Center in W Springfield, MA has immediate openings for a Service Manager.

Job Overview:
The service manager is responsible for running a profitable and efficient service department. They will accomplish objectives through the use of proper procedures and policies, staff utilization, and security.

Responsibilities And Duties/Essential Functions

Strive to meet goals and objectives for the department

Strive for harmony and teamwork within the service department and with all other departments.

Work with Parts Manager to ensure both departments work cohesively together

Understand, keep abreast of, and comply with federal, state, and local regulations that may affect the department

Attend managers’ meetings as requested

Establish and maintain good working relationships with customers to encourage repeat and referral business

Ensure that all customers are greeted promptly and given fair estimates/quotes on costs and time required for repairs and maintenance

Handle customer complaints immediately and according to the dealership’s guidelines.

Maintain reporting systems required by management and the OEMs

Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys

Understand and ensure compliance with OEMs warranty and policy procedures

Monitor technicians’ productivity reports and corresponding payroll records

Monitor and follow up on parts orders with the parts department to ensure availability

Inform technicians of time allowances on each repair order

Analyze departmental operations and storage layout and revise as needed for maximum effectiveness

Keep informed of new equipment and tools available and recommend purchases

Monitor the location and care of shop tools

Ensure all repair orders are signed and have any customer required PO’s listed and/or attached

Maintain a safe work environment

Participate in all training programs that are made available.

Assist in the collection of past‑due accounts as needed/requested by accounting

Ensure that the department is kept clean, including all work areas and customer waiting area

Supervisory Responsibilities

Hire, train, motivate, counsel, and monitor the performance of all service department staff

Direct and schedule the activities of all service departments employees

Provide technical assistance to service department employees

Ensure all service department employees understand and are performing their duties and responsibilities

Conduct meetings with service department employees to discuss activities and problems of mutual interest and to develop strategies for a more efficient operation

Monitor service department employees’ payroll record

Ensure all department employees receive appropriate OEM training

Performance management of employees (including conducting annual performance reviews)

Work Environment

A majority of the day is spent in an office environment

The Service Manager is expected to be present in all areas of the department (including the shop floor and yard) at times/as need
Physical Demands

A majority of the day is spent sedentary behind a desk working on a computer

Standing and walking through the department and yard

Occasional driving/travel for meetings and an occasional customer visit

Occasional light lifting, bending

Position Type

Full time (expected to be on site 9 hours a day)

Exempt

Salary

Minimal nights and weekend required

Other Duties
Please 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.

Qualifications

Education level:
Minimum: high school diploma or equivalent

Experience:
Minimum: 2-3 years service manager (automotive or heavy truck)

Preferred: Managing of a department of 10 or more employees

Preferred: CDK software

Preferred: Heavy duty truck dealership

Skills:
Proficient computer skills

Good leadership skills

Good communication

Time management

Personal characteristics
Personable

Works well with others

Team oriented

Professional

Licenses:
Preferred: Drivers License

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