Service Manager

Company Description Kenworth of Pennsylvania is a third-generation, statewide commercial truck dealership specializing in new medium- and heavy-duty Kenworth trucks, as well as a wide selection of used models. With multiple locations across Pennsylvania, the organization provides comprehensive transportation solutions, including commercial truck parts, a full-service shop, lease and rental options, and mobile service. The company is focused on supporting customers’ diverse fleet and service needs through reliable products and responsive service. Team members benefit from working in an established, family-owned business that values long-term customer relationships and operational excellence.

Role Description The Service Manager role is a full-time, on-site position based in Dunmore, PA. The Service Manager oversees daily operations of the service department, including scheduling and coordinating repair work, managing workflow in the shop, and ensuring timely, high-quality service for customers. This role includes supervising and supporting service technicians and advisors, monitoring productivity and safety, and maintaining accurate service records and documentation. The Service Manager works closely with parts, sales, and rental teams to align service activities with overall dealership goals, manage customer communication, and resolve complex service issues. The position also involves managing budgets, reviewing performance metrics, implementing process improvements, and promoting a customer-focused, team-oriented work environment.

Qualifications

• Experience in service department management or supervision within commercial trucking, heavy equipment, or automotive repair environments.
• Strong leadership, team management, and people development skills, with the ability to coach, mentor, and hold team members accountable.
• Customer service and relationship management skills, including handling escalations, managing expectations, and building long-term client trust.
• Operational and organizational skills, such as scheduling, workflow management, documentation accuracy, and attention to safety and compliance.
• Basic financial and analytical skills, including understanding budgets, labor efficiency, and service department performance metrics.
• Effective communication skills, both verbal and written, with the ability to collaborate across service, parts, sales, and rental teams.
• Familiarity with service management software, repair order systems, and general computer proficiency (email, spreadsheets, and reporting tools).
• Knowledge of commercial trucks, diesel systems, or heavy-duty equipment; technical background or hands-on shop experience is highly beneficial.
• Ability to work on-site in Dunmore, PA, in a fast-paced environment, prioritizing multiple tasks and maintaining a professional, safety-conscious attitude.
• High school diploma or equivalent required; additional technical training, certifications, or education in automotive/diesel technology or business management preferred.