Overview

Ready to lead skilled technicians with a heavy focus on superior customer service and overall department efficiency? TrailerCraft is now accepting applications for the Service Manager role in Fairbanks, AK.

TrailerCraft is now part of the Gordon Truck Centers Dealer Family. Helping customers satisfy their transportation needs since 1986, Gordon Truck Centers, Inc. (GTC) is an expanded network of 19 dealerships doing business as Freightliner Northwest, Western Star Northwest, TrailerCraft and Freightliner of Hawaii. As a full-service Freightliner, Western Star, Wilson Trailer dealership family, GTC can sell, finance, insure and service commercial trucks for medium and heavy-duty applications.

We are the premier Dealership Family in the Pacific Northwest and we build our team with the best employees. The expertise and efficiency of our team delivers first class service to our customers, safely and reliably. GTC offers a competitive salary and benefits including healthcare, 401k with company match, paid time off, and education assistance. Apply Today! We look forward to working with you!

Click to learn more about GTC.

Responsibilities

Job Summary

The Service Manager is responsible daily management of Service Department, including: cost controls, building vendor/customer sales base, customer satisfaction and problem resolution. Directly leads and coordinates the activities of technicians with a heavy focus on superior customer service, overall department efficiency and profitability.

Job Responsibilities

• Monitor service levels to ensure the overall goals of the organization are being made and take corrective measures where needed.
• Develop and administer staff training schedules to meet organizational goals and company’s dealer agreement.
• Determine schedules, sequences and assignments for work activities, based on work priority, quantity of equipment and skill of personnel. Develop and administer staff training schedules to meet organizational goals and company’s dealer agreement.
• Develop, administer and maintain all regulatory and dealership safety standards.
• Inspect and monitor work areas, examine tools and equipment, and provide employee safety training to prevent, detect, and correct unsafe conditions or violations of procedures and safety rules.
• Promote and manage safety at assigned Gordon Truck Centers branch. Ensure employees, vendors, and customers have a safe work environment. Develops, adheres to and manages all applicable safety policies, procedures and standards. Investigate safety-related accidents and injuries, prepare reports of findings and take corrective measure where needed.
• Maintain exceptional customer satisfaction culture and initiatives, addressing customer complaints as needed.
• Monitor staff work levels and review work performance regularly with employees. Perform annual performance reviews. 
• Facilitate ongoing meetings with staff; addressing issues related to departmental operations.
• Requisition materials and supplies, such as tools, equipment or replacement parts.
• Develop and maintain departmental budget.
• Analyze departmental profit and loss reports and initiate corrective action as needed to maintain departmental standards.
• Develop shop policies and procedures and communicate with shop personnel to assure compliance.
• Provide regular department updates and requested reports to leadership team.
• Participate in the employee new hire and onboarding procedures.
• Maintain a departmental company team attitude with all employees; with a heavy emphasis on service.

Qualifications

Job Requirements

Education: High School GED or equivalent.

Experience: 4 years repair shop experience as technician and 2 years of service department supervisory or shop foreman experience, preferred.

Experience in business and management; principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods and coordination of people and resources.

Must have strong leadership capabilities and the ability make and maintain a strong team atmosphere that is solely focused on building the business with quality service.

Superior customer relations and problem solving skills are required for this position.

Candidate must have technical background and be capable of communicating with technicians and customers regarding repairs on heavy and medium duty trucks.

Skills that are representative of the job: Proven background in providing quality customer service. Excellent communicator (written and verbal), able to lead and motivate others, strong in conflict resolution, must be comfortable with computers. Able to work in fast paced, high stress environment. Valid driver’s license required.

Job Conditions

Physical Demands: (These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.) Extensive keyboard work and viewing computer screen, telephone usage. Requires standing, bending, stretching. Some heavy lifting may be required, up to or beyond 50 pounds. Personal Protective Equipment in shop areas may be required.

Environmental Demands: Primarily indoors with some amount of outdoor time. High noise level while working around operation departments. While performing the duties of this job, the employee is exposed to moving mechanical parts and vehicles.

Hours: Monday - Friday, 8AM to 5PM

Additional Information: Off-hour shifts may be required occasionally or for special events.

GTC General Benefits Description 

Gordon Truck Centers, Inc. (GTC) provides a healthcare plan that covers medical, dental, vision and prescription benefits for eligible employees as well as a basic group term life insurance policy and employee assistance program. Eligible employees can enroll in our company Health Savings Account (HSA). Employees can contribute up to 60% of their pre-tax earnings to 401k and the company will match dollar for dollar of your contributions up to 3% of your income for qualifying employees. Tuition reimbursement, discretionary bonuses and profit sharing are available for hired applicants. Employees also receive paid vacation, personal time off (PTO) and six (6) paid holidays. More information can be found at https://www.gordontruckcenters.com/benefits.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

All offers of employment are made contingent upon successfully passing a pre-employment drug screen and criminal background check. A motor vehicle records check is also required for positions with driving responsibilities.