Service Manager

Company Description

The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.

Role Description

This is a full-time, on-site role based in Jackson, TN, for a Service Manager. The Service Manager will oversee day-to-day operations of the service department, ensuring high-quality repair and maintenance while optimizing efficiency and customer satisfaction. Key responsibilities include managing service technicians, scheduling work orders, and implementing best practices for service operations. The role also involves collaborating with other departments to ensure seamless customer experiences, monitoring performance metrics, and driving team development.

Responsibilities

• Assist in developing an annual department business plan and continuous improvement plans.
• Manage staffing levels and assigned work hours to meet customer needs and maximize profitability.
• Recruit, interview, hire, provide feedback, document performance, and promptly address issues.
• Assess daily work operations to enhance the department's efficiency and productivity.
• Assure technician certification and training are kept current and meets product demands.
• Manage the process of opening repair orders including customer signatures, estimates, and payment methods in advance of work initiation.
• Work closely with Parts Manager to ensure the timely ordering, stocking, and receiving of shop parts.
• Implement corrective action when internal processes cause costly delays and excessive downtime.
• Assure 100% compliance to Company’s credit and cash management policies.
• Complete repair order reviews and closures of less than 3 days from work completion for non-warranty.
• Manage warranty repairs per Peterbilt, Caterpillar, Cummins, Eaton, and TRW authorization and warranty parts return requirements, as well as forward warranty repair orders to Warranty Administrator within 2 business days of work completion.
• Monitor the quality of work to ensure high customer satisfaction and minimal repair comebacks.
• Manage customer relation issues in a professional, productive, and prompt manner.
• Ensure shop equipment and tooling is properly controlled and secured.
• Initiate purchase orders for shop equipment and obtain authorization for expenditure as required.
• Monitor safety and environmental compliance and advise senior management of potential risks.
• Recommend investments in equipment, facilities, personnel, or other to improve operations.

Minimum Qualifications

• 18 years of age.
• High school graduate, GED, or 1 year of work experience.
• 5 years heavy-duty truck repair experience.

Desired Job Qualifications

• OEM management experience (PACCAR).
• Intermediate to advanced knowledge off Microsoft Excel, Word, and Outlook.
• Strong organization, communication, customer service, managerial, and leadership skills.

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