What are the responsibilities and job description for the Service Manager position at HERITAGE TRACTOR INC?
Purpose:
The Service Manager oversees the daily operations of the dealership's Service Department to deliver exceptional customer service, efficient workflow, and high-quality repair and maintenance services. This role coordinates technician scheduling, manages the work order process from creation through customer invoicing, and works closely with customers and other dealership departments to ensure work is completed accurately, efficiently, and on time. The Service Manager also provides leadership, coaching, and performance management for service technicians while promoting teamwork, accountability, and continuous improvement.
Responsibilities:
- Lead the daily operations of the Service Department to support customer satisfaction, productivity, and operational efficiency.
- Maintain a consistent pipeline of service work by coordinating scheduling and communicating with customers regarding service needs.
- Schedule and assign work to technicians based on skill level, workload, and business priorities.
- Manage the complete work order process, including opening work orders, monitoring job progress, reviewing completed work, and preparing accurate customer invoices.
- Review work orders to ensure accuracy, completeness, and proper parts usage before customer billing.
- Verify that applicable pickup, delivery, and service charges are accurately applied.
- Serve as a primary point of contact for internal and external customer inquiries related to service operations.
- Monitor technician progress and collaborate with available resources to improve efficiency and timely job completion.
- Maintain department records, equipment documentation, and service files.
- Coordinate with centralized warranty processing to ensure warranty claims and product improvement claims are submitted within required timeframes.
- Monitor work in process and support timely completion and invoicing of service work.
- Coordinate with the transportation department to maintain vehicle maintenance records in compliance with applicable DOT requirements.
- Conduct performance evaluations, provide coaching, and support the development of service technicians.
- Build positive working relationships with customers, coworkers, and other dealership departments.
- Foster a safe, organized, customer-focused, and team-oriented work environment.
- Perform other duties as assigned to support dealership operations.
Qualifications:
Experience, Education, Skills and Knowledge:
- High school diploma or equivalent required.
- General understanding of mechanical or technical terminology is preferred.
- Previous experience coordinating service operations, technician workflow, or dealership service functions preferred.
- Experience using dealership management or manufacturer software systems preferred.
- Basic knowledge of accounting principles related to service operations.
- Proficiency with Microsoft Office applications, internet-based systems, and dealership business software.
- Knowledge of standard office procedures and administrative processes.
- Strong organizational skills with the ability to prioritize work, manage multiple tasks, and maintain accurate records.
- Ability to communicate professionally and effectively with customers, technicians, coworkers, vendors, and management.
- Strong customer service skills with a commitment to delivering a positive customer experience.
- Ability to review work orders, invoices, and related documentation for accuracy and completeness.
- Ability to coordinate workflow, monitor job progress, and support efficient service operations.
- Demonstrated attention to detail, sound judgment, and problem-solving skills.
- Commitment to teamwork, accountability, continuous improvement, and maintaining positive working relationships across departments.
- Regularly sit, stand, walk, and move throughout the dealership.
- Frequently use a computer, keyboard, mouse, telephone, and other standard office equipment.
- Occasionally bend, reach, and lift materials weighing up to 10 pounds.
- Regularly communicate with customers, technicians, vendors, and other employees.
Disclaimer
This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change based on business needs. Employees may be required to perform other job-related duties as assigned.