Service manager

Description Summary:

The Service Manager is responsible for the Branch Service department and its Diesel Technicians, including the efficient and profitable operation of the department while developing and maintaining a high level of overall customer satisfaction with the dealership.

Responsibilities:

• Establishes strategic and operational goals and objectives for the Branch service department
• Establishes Service Department profit targets and ensures operational goals are met
• Fosters effective and timely communication between Service and all other Branch departments
• Communicates with vendors on product and warranty issues
• Overall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictate

Duties:

• Establishes financial and operating objectives for the Branch service department in support of company's annual business planning process
• Prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as needed
• Provides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trends
• Evaluates Service Department's performance against target goals and standards, taking appropriate corrective action when needed
• Analyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditions
• Establishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendors
• Maintains good customer relations by addressing all customer concerns and mediating a solution between all parties involved
• Thorough knowledge of and compliance with manufacturer and vendor warranties and technical service procedures
• Follows up and collects vendor credits and allowances in a timely manner
• Interviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnel
• Ensures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as needed
• Oversees purchasing and acquisition of appropriate department tooling and equipment
• Ensures department is achieving acceptable productivity, efficiency and is adhering to company goals and policies
• Addresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plans
• Holds monthly shop meetings, foreman's meetings, and safety meetings to review policy, procedures, technical updates, customer issues, etc.
• Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basis
• Understands and complies with federal, state, and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programs
• Coordinates and implements Branch service advertising and service specials
• Maintains cleanliness of organization of shop and service office area
• Ensures overall upkeep of facility and grounds
• All other duties as assigned

Qualifications Education, Skills, Experience:

The Service Manager must have an Associate's degree (AA) in a technical field or comparable work experience. Three to five years heavy-duty truck service or related experience with supervisory experience preferred. Management skills to include strategic plan development, decision making abilities and program implementation. Ability to demonstrate or display extensive product knowledge to customer and staff. Supervisory skills to include the ability to coach, train and motivate subordinates to reach established department goals. Must be highly organized, detail oriented and results driven. Ability to prioritize and handle numerous tasks simultaneously. Ability to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contacts. Effective written and oral communication skills. Ability to handle upset customers in a professional manner. The Service Manager must possess good mathematical skills, basic computer skills, and knowledge of Windows. The Service Manager for the diesel service department must maintain a valid Commercial Driver’s License (CDL).

Work Environment, Physical Demands:

Ability to travel to meetings, visit customers, attend training classes. Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis. Ability to work in an environment to include 8-12 hours days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials to include fuel, oil, grease, and cleaning solutions.

CSM Job Standards Accountabilities:

• Customer Focus: Actively looking for ways to identify customer needs. Then efficiently and effectively addressing those needs.
• Communication - Visual and Verbal: Listening, speaking, and signaling so others can understand. Communicate in spoken English well enough to be understood by others.
• Teamwork: Working cooperatively in a professional demeanor to complete work assignments.
• Health, Safety, and Security: Recognize and mitigate safety hazards including hazardous materials, environmental hazards, and accident conditions on a construction site. Follow appropriate security procedures.
• Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.
• Problem Solving/Decision-making: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.
• Adaptability and Lifelong Learning: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.