Job Summary: The Service Manager is responsible for the operations within the Service Department including the supervision of mechanics, soliciting and developing service business, expense control, and the overall operation of the department.

Essential Duties:

1. Employee must be at work during scheduled hours and demonstrate reliable and predictable attendance.

2. Directs and monitor the proper estimating of labor and material costs while overseeing the origination of all shop work orders. Negotiates special labor rates on large deals as needed while maintaining company targets for operating ratio and income per hour.

3. Develops departmental plan for prospecting new customer accounts, while following up on existing and inactive customers. Establishes a routine for soliciting business by phone, in person, and by direct mail.

4. Hires, trains, manages, and evaluates mechanics and all service personnel. Conducts performance reviews, maintains conduct and attendance records, and administers discipline as necessary. Schedules vacations for personnel as necessary.

5. Ensures compliance with corporate policies and procedures within areas of responsibility.

6. Reviews shop backlog and floor schedule and advises customers of any problems or delays. Ensures that labor and material costs on completed work orders properly reflect the work performed and that invoicing is done on a timely basis.

7. Surveys customers’ opinions and service requirements and investigates any product or service complaints.

8. Reviews service department flow sheets with service writer to maintain company goals for expense hours, rework, and work in process. Ensures proper recovery of scrap income and miscellaneous supplies expense.

9. Responsible compliance with Safety and Environmental Protection directives from the company, OSHA, and other Federal and local agencies. Conducts monthly building and shop inspection with members of the safety committee. Completes safety checklist and corrects defects as necessary.

10. Works with HR and Safety Manager to conducts safety meetings and processes reports for any accidents or injuries.

11. Maintains high standards for housekeeping in the shop and yard areas. Completes periodic inspections to ensure compliance while maintaining condition and appearance of all service vehicles.

12. Maintains list of all local competitors, realizing their strengths, weaknesses, selling rates, number of personnel, customers, etc.

13. Distributes all new service bulletin letters and updates files accordingly.

14. Conducts toolbox inspections to ensure protection of company assets and the availability of proper tools and equipment.

15. Investigates and researches new products or services to enhance customer satisfaction and review methods to control cost and increase departmental efficiencies.

16. Communication with branch associates, customers, corporate offices, and vendors on various issues.

17. Contacts vendors for technical support and training on new products.

18. Occasionally communicates with insurance adjusters and Warranty Department.

19. Manage mobile service trucks.

20. Works directly with Operations Manager on Service-related changes as well as general service operations.

21. Attends trucking association meetings, maintenance council, and seminars and other related materials. Manage development programs as needed.

22. Comply with company policies and legal guidelines.

Required Experience

1. 3 years of successful service department including managing and leading employees experience, and P/L responsibility.

2. Prior service sales experience preferred.

3. Knowledge of diesel, refrigeration and mechanical principles.

4. Proficiency in Microsoft Office and Excel required. CDK Dealer Management Software experience is a plus.

Core Skills

1. Interpersonal skills

2. Problem solving

3. Planning

4. Time Management

5. Communication both verbal and written

6. Conflict Resolution

7. Decision Making

8. Technical Skills

9. Delegation

Required Education

1. High School Diploma or equivalency required. Associate’s Degree in Business, or equivalent work experience is preferred.

Required Licenses:

1. Requires valid driver’s license and satisfactory Motor Vehicle Record (MVR) report

Working Conditions

1. General office working conditions.

2. Seasonal temperatures when working outdoors

3. Some travel required

Physical Demands

• When necessary to help a tech out on the shop, should be able to lift, push or carry at least 100 lbs. on a non-regular basis.
• Must be able to kneel, bend or lay underneath a trailer on a non-regular basis.
• Able to talk and listen clearly over the telephone and in person.
• Close vision, depth perception and ability to adjust focus.

This job description does not list all duties of the job. You may be asked by supervisors or managers to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work Location: In person