Job Summary

As a Service Manager, you will play a pivotal role in ensuring the seamless delivery of top-notch service to our customers. You will be responsible for overseeing and coordinating the day-to-day operations of our Service Department, with a keen focus on customer satisfaction and operational efficiency.

Supervision

General Supervision- The Service Manager develops procedures for performance for a variety of duties; or performs complex duties within established policy guidelines. Most assignments are completed independently.

Primary Duties and Responsibilities

• Team Leadership: Lead and inspire a team of service professionals to deliver exceptional customer service. Provide guidance, support, and training to ensure high performance and job satisfaction.
• Customer Relationship Management: Cultivate and maintain strong relationships with clients, understanding their needs and expectations. Act as the primary point of contact for service-related inquiries and concerns.
• Operational Excellence: Implement and optimize service processes to enhance efficiency and effectiveness. Monitor key performance indicators and implement improvements as needed to meet or exceed service level agreements.
• Problem Resolution: Address and resolve customer issues promptly and effectively. Collaborate with cross-functional teams to identify root causes and implement preventive measures.
• Quality Assurance: Ensure that service delivery consistently meets or exceeds quality standards. Implement and monitor quality assurance programs to identify areas for improvement.
• Resource Management: Effectively allocate resources, including personnel and equipment, to meet service demands. Maintain inventory levels and coordinate procurement as necessary.
• Reporting and Analysis: Generate and analyze service performance reports. Provide regular updates to management on key metrics, trends, and areas for improvement.
• Organize, direct, and perform repair work that meets the service schedule. Coordinate activities with DOT and other departments or vendors requiring joint services. Train assigned employees. Work with the Parts department to ensure a timely turnaround of parts that are needed for jobs. Understand and comply with Federal, State, and local regulations that may affect the assigned shop operation. Minimal Travel to other NYBS facilities, customer locations, seminars, and workshops to perform duties. Perform other duties as assigned.

Education / Required Experience

• Minimum of 3 years experience in an automotive/truck shop environment.
• High school diploma or equivalent preferred.
• Proven experience in a service management role.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Problem-solving abilities and a proactive approach to challenges.
• Familiarity with relevant technology and tools in the service industry.
• NYS CDL, Class B driver's license with Passenger Transport and Air Brake endorsements preferred.
• Cummins and Propane Certifications preferred.

Benefits Include:

• Full-Time, Monday through Fridays, Days
• Bonus Program
• Medical, Dental and Vision Insurance
• Company Paid Life Insurance $50,000
• Voluntary Life Insurance
• Supplemental AFLAC Benefits
• Flexible Spending Account
• Health Savings Account with Company contribution
• 401(k) Retirement Savings Plan with Company match
• Paid Time Off (PTO)
• 10 Paid Holidays

Required Knowledge/Qualifications/Skills/Abilities

Has sufficient skill and knowledge of each job task and can sufficiently train new and existing employees. Ability to understand oral and written instructions to sufficiently guide and/or communicate with supervisors, employees, vendors, and consultants. Ability to successfully perform the job tasks when needed so that service commitments are made. Ability to move throughout the facility to observe job performance and adherence to company policies. Perform numeric calculations sufficient for estimating labor time and material cost for estimates or for completing company documents such as work orders. Make good business decisions in accordance with established procedures and policies. Ability to work independently, plan, and meet reporting deadlines while accomplishing the goals of the position with little direct supervision. Maintain a shop where equipment, materials, and supplies are maintained, stored, and used properly.

Essential Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Speech and hearing sufficient for regular in-person and telephone communication with employees, vendors, and customers. Vision sufficient for frequent use of reading company correspondence and work orders and occasional use of computer monitor. Manual hand and finger dexterity sufficient for constant use of a keyboard, telephone, and mouse. Lift up to 10 lbs. frequently to repair a bus. Up to 50 lbs. required occasionally to repair a bus. Lift over 50 lbs. occasionally with assistance when needed to make bus repairs. Ability to move throughout the facility to observe job performance and adherence to safety guidelines. Occasionally bend, push-pull, climb, balance crouch, kneel, and reach sufficient to access all areas of the vehicle and/or shops and properly demonstrate, inspect, or assist with a bus repair. Repetitive motion is required.