Service Manager

Job Overview

The Service Manager is responsible for overseeing the daily operations of the trailer repair service department, ensuring high-quality repair and maintenance services, and delivering exceptional customer satisfaction. This role involves managing a team of technicians, coordinating service schedules, handling customer inquiries, and maintaining operational efficiency.

Core Functions 

• Supervise, mentor, and evaluate service technicians and support staff.
• Schedule and assign tasks to ensure efficient workflow and timely completion of repairs.
• Conduct regular training and development sessions to enhance team skills and knowledge.
• Serve as the primary point of contact for customers regarding service inquiries, repair status, and concerns.
• Address and resolve customer complaints and issues promptly and professionally.
• Develop and maintain strong customer relationships to foster repeat business and referrals.
• Oversee daily operations of the Trailer and Deisel repair divisions, including workflow management, parts inventory, and equipment maintenance.
• Ensure adherence to safety standards, company policies, and industry regulations.
• Monitor and control service department budgets, including labor costs and inventory expenses.
• Implement and maintain quality control processes to ensure repairs meet company standards and customer expectations.
• Conduct regular inspections of completed work to verify quality and accuracy.
• Develop and enforce best practices for repair procedures and service delivery.
• Prepare and manage service reports, including work orders, service logs, and performance metrics.
• Analyze service data to identify trends, areas for improvement, and opportunities for efficiency.
• Coordinate with other departments, such as sales and parts, to support overall business operations.
• Stay current with industry trends, technological advancements, and best practices in trailer repair and maintenance.
• Provide technical support and guidance to technicians as needed.
• Troubleshoot and resolve complex repair issues and ensure proper diagnostic procedures are followed.

Competencies and Qualifications

• High school diploma or equivalent; relevant technical certifications or associate degree in automotive or mechanical engineering preferred.
• Minimum of 5 years of experience in trailer repair or a related field, with at least 5 years in a supervisory or managerial role.
• Strong leadership and team management abilities.
• Excellent customer service and communication skills.
• Proficiency in diagnostic tools and repair techniques for trailers.
• Solid understanding of safety standards and industry regulations.
• Strong organizational and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Physical Requirements

• Must be able to lift/carry 50 lbs infrequently. 
• Prolonged periods of sitting at a desk and working on a computer.