Service Manager Trailer Dealership

Hale Trailer Brake & Wheel, Inc is a multi-location, full-service trailer dealership seeking an experienced Service Manager for its branch located in Baltimore, MD. The ideal candidate will have extensive experience in the heavy-duty truck and trailer industry who is qualified to manage a high-velocity shop environment.

The individual in the role will manage a fully equipped semi-trailer and truck equipment shop that provides a complete range of maintenance and repair services to retail customers as well as the Company’s internal sales and rental departments. Achieving profitable growth will be the primary objective.

Responsibilities:

• Evaluate mechanics and assign jobs to achieve quality work, maximum efficiency, and profitability.
• Evaluate a wide range of service opportunities, preparing estimates and securing new work.
• Monitor key metrics like response times, resolution rates, and customer satisfaction.
• Handle complex inquiries and resolve escalated client complaints.
• Support the sales and rental departments with estimates, maintenance, and repair services.
• Coordinate with parts department to order and receive parts to complete jobs on time.
• Prepare, review and close out work orders accurately and on a timely basis.
• Manage the service department in accordance with all Company policies, DOT, OSHA and all other gov’t regulations.
• Develop new and maintain existing customer relationships.
• Maintain customer, vendor, and trailer files and review pricing and approve vendor invoicing.
• Comply with the Company safety program by promoting safety awareness and a safe work environment.
• Hire, train, guide and motivate a staff of skilled mechanics to achieve excellent customer service and satisfaction.
• Attend management meetings and vendor training programs.

Requirements:

• Minimum of 5 years of experience in the heavy-duty truck/trailer industry with a minimum of 3 years in service department management.
• Hands experience with a wide range of trailer repairs including but not limited to brake systems, electrical systems, suspensions, axels and wheels, body panels, hydraulics, landing gear, floors, roofs, doors, wet lines, lift gates and other accessories.
• Must have leadership skills, technical knowledge, and the ability to evaluate, motivate and manage staff.
• Must have excellent oral and written communication skills.
• Must be able to work in a fast paced, dynamic environment and multi-task.
• Must have good computer skills.
• Must be able to work flexible hours based on workload.
• Must pass pre-employment testing and physical.