What are the responsibilities and job description for the Service Manager position at Nationwide Trailers?
Job Type: Full-Time
Reports To: General Manager or Sales and Operations Manager
Position Overview
The Service Manager is responsible for leading day-to-day service operations, driving service revenue, and ensuring a consistent, professional customer experience from intake through completion. This role owns service workflow, customer communication, technician coordination, and operational execution.
This position is well suited for a service leader who understands how to balance customer expectations, technician productivity, and shop efficiency while maintaining quality and accountability.
Customer Experience and Communication
Nationwide Trailers is a fast-growing, family-owned company built on straightforward values. We do right by the customer, support our teammates, and focus on building something we are proud of. Our stores operate with clear expectations, strong leadership, and an emphasis on doing quality work the right way.
Pay Structure
Compensation includes a base salary determined by experience and store volume, plus participation in a monthly performance bonus tied to service department execution and results.
Reports To: General Manager or Sales and Operations Manager
Position Overview
The Service Manager is responsible for leading day-to-day service operations, driving service revenue, and ensuring a consistent, professional customer experience from intake through completion. This role owns service workflow, customer communication, technician coordination, and operational execution.
This position is well suited for a service leader who understands how to balance customer expectations, technician productivity, and shop efficiency while maintaining quality and accountability.
Customer Experience and Communication
- Serve as the primary point of contact for service customers
- Walk trailers with customers and document concerns accurately
- Build repair estimates and obtain approvals before work begins
- Provide clear updates throughout the repair process
- Explain completed work, safety findings, and recommendations at pickup
- Own the service schedule and manage all active repair work
- Load work based on technician skill, availability, and parts readiness
- Review repair orders for clarity and proper scope
- Prioritize safetyrelated and timesensitive repairs
- Maintain predictable turnaround times and reduce downtime
- Assign work based on technician capability and workload
- Ensure technicians have parts, information, and direction before starting jobs
- Review completed work for quality and alignment with expectations
- Set clear expectations for productivity, workflow, and quality
- Support technician development through feedback and guidance
- Communicate parts needs early to prevent workflow delays
- Verify parts availability and ETAs before scheduling work
- Coordinate with parts on backorders and corrections
- Maintain strong daytoday communication between service and parts
- Monitor service revenue, labor hours, productivity, and aged work orders
- Ensure repair orders are updated and closed accurately
- Identify process improvements to improve throughput and execution
- Partner with store leadership on pricing, policies, and customer escalations
- Two or more years of service advising, service writing, or service management experience in trailer, automotive, equipment, RV, marine, or related industries
- Strong communication skills with customers and technicians
- Ability to manage multiple priorities in a fastpaced environment
- Solid understanding of repair processes and trailer systems
- High attention to detail in scheduling and documentation
- Comfortable working with repair orders, inventory systems, and vendor coordination
Nationwide Trailers is a fast-growing, family-owned company built on straightforward values. We do right by the customer, support our teammates, and focus on building something we are proud of. Our stores operate with clear expectations, strong leadership, and an emphasis on doing quality work the right way.
Pay Structure
Compensation includes a base salary determined by experience and store volume, plus participation in a monthly performance bonus tied to service department execution and results.