Service Center Manager

Overview

About Model 1 Commercial Vehicles: Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you. Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next. It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what our customers need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, customers have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know. Work together to find solutions. See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease. Be the person that you’d want to interact with – approachable and transparent.
• Drive Forward: Keep your eyes up to see what’s ahead. Imagine better methods. Seize opportunities. Move the business and the market, meaningfully.
• Find Balance: Match your energy at work to your energy with family, friends, and community. Decide and align your priorities. Pour into yourself and those around you.
• Own It: Take the extra step. Fix issues when they come up. Care from start to finish. Do the right thing, every time.
  
  

Job Summary: The Service Center Manager oversees all day-to-day operations of the service branch with a business owner mindset. The position is responsible for managing the day-to-day activities of the service department, supervising shop foreman/ technicians, service advisors, and other branch operations staff, ensuring exceptional customer satisfaction, and driving profitability through efficient operations and up selling of services, balancing customer growth, team enablement, and system discipline with clear P&L ownership and proactive communications.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service
  
  

Responsibilities

Scope & Authority

• Oversee the daily operations of the branch service department on retail/warranty service, upfit, vehicle make- ready, internal work, etc., ensuring smooth workflow and optimal technician productivity.
• Supervise and support branch operations staff: Service advisor, foreman/technicians, warehouse, utility, and other staff.
• Owns local P&L (budget adherence, forecast) with corporate support; revenue and gross profit accountability.
• Scheduling: same-day response and same-day scheduling initiative; confirmed appointment - 5 business days.
• Key accounts: existing customers purchasing parts, service, or vehicles from Model 1; stewardship increases with site scale.
• Warranty: site handles standard warranty; unique/complex/fleet defects escalate to Corporate Warranty per policy.
• Mobile service footprint strategy established during the annual facility plan.
  
  

Key Responsibilities

• Customer growth & retention
• Outreach plan by segment; quarterly key-account reviews; service and parts growth targets.
• Enforce SLAs (same-day response & scheduling; appointment ≤ 5 business days).
• Maintain a clear escalation path for urgent service issues.
• Drive customer retention by ensuring a high level of satisfaction and repeat business
• People & process
• Service office and shop staff oversight; clarify roles & cross-train.
• Daily huddles; defect tracking; rework containment & feedback loops.
• Partner with Parts for fast-mover stock, cores/returns, and shrink prevention.
• Train and develop branch staff to meet the dealership performance standards
• Financials, planning, & performance
• Monitor branch performance KPIs (e.g., Shop efficiency related to Tech Utilization/Efficiency, Branch Gross profitability, safety, customer satisfaction)
• Ensure all work is completed according to dealership and manufacturer standards.
  
  

• Maintain accurate records of repair orders, labor, and customer communications.
• Sorts, organizes, and monitors various expenditures and other maintenance-related records.
• Build monthly forecast; manage labor mix/productivity; protect margins via pricing discipline
• Align capacity with Scheduling; approve overtime/shift moves within policy.
• Safety/quality/compliance
• Huddles/toolbox talks; PPE/housekeeping; incident reporting & corrective actions.
• Overall management of facility maintenance and repairs.
• Manage storage/distribution of all inventories of equipment, supplies, and spare parts.
• Implement and enforce safety procedures and shop regulations.
• Sorts, organizes, and monitors various expenditures and other maintenance-related records.
• KPIs
• Labor Utilization and efficiency 80-85%
• Service Center revenue growth and gross profitability
• CSAT & comeback rate; on-time delivery vs promised rate
• Schedule adherence; WIP days
• Temporary Stabilization Duty (Start-up/Expansion)
• Hiring plan & onboarding; SOPs & KPI boards; backlog burn-down; reach steady-state KPIs
  

Qualifications

Qualifications

• 5 years in service operations with multi-role leadership; prior P&L exposure.
• Communication, follow-through, and conflict resolution; coaching depth increases with size.
• DMS/CRM fluency; basic analytics (Excel/BI); valid driver’s license.
  
  

Physical Requirements

• Must have the ability to push, pull or lift up to 50 lbs.
• Must be able to travel as required.
• Will be required to do frequent kneeling, stooping, squatting, crawling, and climbing to perform multiple tasks of position
• Must have the ability to board vehicles and inspect under vehicles if necessary.
• Must have good manual dexterity
  
  

At Model 1, we are committed to living our core values of Solving Problems, Setting the tone, Drive Forward, Find Balance and Own it.