Service Manager / Heavy Duty Diesel Repair Shop

Experienced Service Manager / Service Writer

Save Truck Services, LLC – Wixom, Michigan

Save Truck Services, LLC is seeking an experienced Service Manager / Service Writer for our Wixom shop.

We are looking for an organized, customer-focused professional who has experience managing the service process in a repair, automotive, fleet, equipment, or similar service environment. Diesel or heavy-duty truck experience is not required; however, it is highly encouraged and will be considered a strong advantage.

The Service Manager serves as the primary point of contact between our customers, technicians, parts vendors, and operations leadership and is responsible for managing the service process from initial customer contact through completion, invoicing, and payment.

The Service Manager reports directly to the Operations Director and works closely with the shop's Lead Technician. The Service Manager and Lead Technician work together throughout the day to coordinate shop workflow, technician scheduling, repair priorities, parts availability, and overall productivity.

The Lead Technician is primarily responsible for technical direction, repair execution, and work being performed on the shop floor. The Service Manager is responsible for coordinating the customer, administrative, scheduling, parts, service-order, and workflow functions necessary to keep the shop operating efficiently.

Primary ResponsibilitiesCustomer Service & Scheduling

• Serve as the primary point of contact for customers contacting or visiting the Wixom shop.
• Professionally handle incoming phone calls, emails, walk-in customers, and service inquiries.
• Gather accurate information regarding customer concerns, vehicle or equipment information, unit numbers, and requested services.
• Schedule preventive maintenance, DOT inspections, diagnostics, repairs, and other shop services.
• Coordinate scheduling based on technician availability, current workload, repair priority, parts availability, and shop capacity.
• Work with the Lead Technician to establish daily work priorities and technician assignments.
• Keep customers informed regarding repair status, estimates, additional repair recommendations, parts delays, and anticipated completion.
• Obtain and document customer authorization before proceeding with additional repairs when required.
• Maintain professional customer relationships throughout the service process.
• Address routine customer concerns and escalate significant customer-service issues to the Operations Director when necessary.

Fullbay Service Order Management

• Open service orders in Fullbay for incoming units.
• Accurately document customer concerns and requested repairs.
• Verify customer information, unit number, VIN, mileage, equipment information, and other required information.
• Maintain accurate service-order statuses throughout the repair process.
• Coordinate service-order assignments and repair priorities with the Lead Technician.
• Monitor open service orders throughout the day and actively follow up on outstanding items.
• Ensure technician labor, repair stories, parts, outside services, and other billable charges are properly documented.
• Review technician repair stories for completeness and professionalism before invoicing.
• Prepare repair estimates and submit them to customers for approval.
• Document customer approvals and declined work within Fullbay.
• Close completed service orders promptly once repairs and documentation have been verified.
• Ensure completed service orders do not remain unnecessarily open.

Parts Ordering & Coordination

• Identify parts requirements based on technician requests, inspections, estimates, and repair needs.
• Locate and order parts from approved vendors.
• Obtain and compare pricing and availability when appropriate.
• Verify that parts ordered match the correct unit and repair.
• Track outstanding parts orders and expected delivery dates.
• Follow up with vendors regarding delayed or backordered parts.
• Receive parts and ensure they are properly assigned to the corresponding service order.
• Communicate parts availability and delays to the Lead Technician, technicians, customers, and Operations Director when appropriate.
• Coordinate parts returns, cores, warranties, incorrect parts, and damaged parts.
• Maintain consistent communication with technicians regarding requested parts.
• Help minimize technician downtime by ensuring needed parts are identified, sourced, and ordered as efficiently as possible.

Shop Workflow & Productivity

The Service Manager works directly with the Lead Technician throughout the workday to maintain an organized, efficient, and productive shop.

Responsibilities include:

• Review scheduled work and open service orders with the Lead Technician.
• Help establish daily repair priorities.
• Coordinate technician workload based on customer needs, scheduled appointments, emergency work, parts availability, and shop capacity.
• Monitor repair progress throughout the day.
• Identify jobs that have stalled because of parts, customer authorization, outside services, diagnostic issues, or other delays.
• Follow up on outstanding customer approvals.
• Follow up on parts required to continue repairs.
• Ensure technicians have the information and parts necessary to remain productive.
• Communicate changes in repair priorities or schedules.
• Coordinate with the Lead Technician regarding technical concerns, repair progress, and technician workflow.
• Help move completed units through final review, invoicing, payment, and release promptly.
• Maintain visibility of units waiting on parts, authorization, diagnostics, or outside services.
• Work with the Lead Technician to reduce unnecessary technician downtime.
• Alert the Operations Director to significant workflow, staffing, customer, or productivity concerns.

Invoicing & Payment Collection

• Review completed service orders for accuracy before invoicing.
• Verify that approved labor, parts, shop supplies, outside services, fees, and other applicable charges have been properly entered.
• Confirm that repairs performed match the work authorized by the customer.
• Prepare and present final invoices to customers.
• Collect payment upon completion of service when required.
• Process credit card, check, account, or other approved payment methods according to company procedures.
• Verify payment requirements have been satisfied before releasing a unit.
• Maintain accurate payment records and supporting documentation.
• Coordinate with the Operations Director regarding customer accounts, payment issues, credit terms, or outstanding balances.
• Immediately report significant payment disputes or collection concerns to the Operations Director.

Communication & Accountability

The Service Manager is expected to maintain consistent communication between customers, technicians, the Lead Technician, vendors, and the Operations Director.

This is an active management position. The successful candidate must take ownership of service orders and follow them from beginning to end rather than waiting for others to provide updates.

The Service Manager is expected to:

• Know the current status of open service orders.
• Know which units are actively being worked on.
• Know which units are waiting on parts.
• Know which units are waiting on customer authorization.
• Know which repairs are completed and ready for invoicing.
• Follow up when a service order is not progressing.
• Communicate problems before they significantly affect productivity or customer expectations.
• Maintain open communication with the Lead Technician regarding shop workload and repair progress.
• Escalate significant operational concerns to the Operations Director.

Administrative Responsibilities

• Maintain organized service records and customer documentation.
• Ensure customer approvals and important communications are documented.
• Follow up on open estimates and outstanding approvals.
• Assist with warranty documentation and vendor claims.
• Maintain accurate customer and equipment information within Fullbay.
• Maintain an organized and professional service counter and front-office environment.
• Assist the Operations Director with service-related reporting or administrative needs as requested.
• Maintain confidentiality regarding customer, employee, financial, and company information.

Qualifications

Preferred candidates will have:

• Previous experience as a Service Manager, Service Writer, Service Advisor, Shop Coordinator, or similar service-management position.
• Demonstrated experience managing customers, work orders, scheduling, estimates, parts, and repair workflow.
• Experience in an automotive, truck, heavy-duty, fleet, construction-equipment, industrial-equipment, or similar repair environment preferred.
• Diesel and heavy-duty truck experience is highly encouraged but is not required.
• Experience with Fullbay is highly preferred.
• General working knowledge of vehicle or equipment repair terminology.
• Ability to understand technician recommendations and communicate them clearly and professionally to customers.
• Strong organizational and time-management skills.
• Strong verbal and written communication skills.
• Ability to manage multiple customers, service orders, parts requests, technicians, and competing priorities simultaneously.
• Strong computer skills and the ability to work efficiently within shop-management software.
• Strong attention to detail when reviewing estimates, service orders, repair stories, and invoices.
• Ability to work effectively in a fast-paced repair environment.
• Ability to work independently while maintaining consistent communication with the Lead Technician and Operations Director.

Ideal Candidate

The successful Service Manager will be someone who takes ownership of the service process from the time a customer contacts STS until the completed unit is invoiced, paid for, and returned to the customer.

This position requires considerably more than answering phones and opening service orders. The Service Manager must actively manage work in progress, communicate with customers, follow up on approvals, coordinate with the Lead Technician, source and track parts, monitor open service orders, and identify and resolve administrative issues that prevent technicians from completing work efficiently.

The ideal candidate is:

• Organized
• Dependable
• Proactive
• Customer-focused
• Detail-oriented
• Comfortable working in a fast-paced environment
• Able to prioritize competing demands
• Able to communicate effectively with technicians, customers, vendors, and management
• Comfortable making decisions within the responsibilities of the position
• Willing to take responsibility for following issues through to completion

Key Measures of Success

Performance in this position will be evaluated based on factors including:

• Accuracy and completeness of Fullbay service orders.
• Timely opening and closing of service orders.
• Quality and consistency of customer communication.
• Accuracy of estimates and invoices.
• Timeliness of parts procurement and follow-up.
• Timely collection of customer payments.
• Reduction of administrative delays affecting technician productivity.
• Efficient scheduling and movement of units through the Wixom shop.
• Proper documentation of customer approvals.
• Timely follow-up on open estimates and service orders.
• Effective communication and coordination with the Lead Technician.
• Overall support of Wixom shop workflow, productivity, customer satisfaction, and profitability.

The Service Manager reports directly to the Operations Director while maintaining a close daily working relationship with the Lead Technician to ensure the Wixom shop operates efficiently, professionally, and profitably.

Pay: $23.00 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Service writing: 2 years (Preferred)

Work Location: In person

Salary : $23 - $29