Ward Idealease Service Manager

Ward Trucks•Mobile, AL

3d•Onsite

About The Position

The Idealease Service Manager is responsible for the day-to-day management of the Idealease Service Department, ensuring priority service for all customers, and implementing Idealease Best Practices. This role involves managing warranty claims, developing and implementing a preventive maintenance program, overseeing outside repairs and over-the-road failures, and managing running costs to meet business plan goals. The manager will also assist in preparing the Annual Business Plan and Budget. Key areas of focus include personnel training on warranty identification, building vendor relationships, ensuring compliance with U.S. Federal Motor Carrier Safety Regulations, maintaining customer retention rates, and managing department financials and productivity. The role also emphasizes leadership, personal development, and professional conduct.

Requirements

Full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396).
Ability to stay current with changes in regulations.
Ability to certify all technicians for U.S. DOT Annual Inspections, brake inspections, and other maintenance procedures.
Understanding of company policies and procedures.
Ability to handle all customer, employee and vendor issues in a professional and courteous manner.
Ability to promote an atmosphere of cooperation, teamwork and goodwill.
Honesty in all company and customer related dealings.

Nice To Haves

Experience with Idealease Resource Center, ISIS and vendor websites for warranty identification.
Experience developing relationships with vendors and Navistar CSE/TSM.
Experience monitoring and managing satisfactory CSA Vehicle Basic scores.
Experience managing maintenance file documentation.
Experience developing and enforcing company safety policies and procedures.
Experience in sales strategy development.
Experience in customer orientation processes.
Experience reviewing Unit P&L's and identifying inefficient units.
Experience comparing financial results against a Business Plan and initiating corrective action.
Experience reviewing manpower needs.
Experience implementing and monitoring shop productivity measures.
Experience recruiting and hiring new employees.
Experience developing, implementing and promoting service training.
Experience assisting in collection of past due invoices.
Experience safeguarding company assets by maintaining strong internal controls.

Responsibilities

Day to day management of the Idealease Service Department.
Establish and Manage Priority Service for all Idealease Customers.
Provide Reciprocal Service as defined by Idealnet policies for all Idealease breakdowns.
Complete understanding and implementation of Idealease Best Practices.
Develop and manage a system to recognize all warrantable failures, warranty claims and warranty recovery.
Develop, implement and manage a Preventive Maintenance program that results in PM currency of 95% or greater.
Manage outside repairs and over-the-road-failures in cost efficient and timely manner.
Manage running costs to business plan goals.
Assist management team in preparing an Annual Business Plan and Budget.
Train and develop all personnel on the methods used to identify warranty through the Idealease Resource Center, ISIS and vendor websites.
Develop relationships with vendors and Navistar CSE/TSM to maximize warranty and policy recovery.
Have full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396). Implement procedures as necessary to keep Idealease and contracted customers in compliance with regulations. Stay current with changes in the regulations.
Monitor and manage satisfactory CSA Vehicle Basic scores for all customers.
Inventory and manage process to keep maintenance file documentation of customer and company vehicles in accordance with the U.S. Federal Motor Carrier Safety Regulations (CFR 396).
Develop, communicate and enforce established company safety policies and procedures.
Certify all technicians for U.S. DOT Annual Inspections, brake inspections, and other maintenance procedures in accordance with the corresponding regulations.
Create and maintain positive relationships with all customers.
Maintain minimum 90% Customer Retention Rate.
Investigate and establish course of action for customer maintenance issues and problems.
Aid in development of sales strategies with sales personnel to secure business as needed.
Assist in Orientation process for each new customer.
Review Unit P&L’s on a monthly basis. Identify inefficient units and work with General Manager to determine course of action.
Compare monthly financial results against the Business Plan and initiate any corrective action as necessary.
Review manpower needs with the Idealease General Manager on a regular basis.
Implement and monitor shop productivity measures.
Create shop environment that assures cleanliness, safety and customer focus.
Recruit and hire new employees as business levels dictate.
Develop, implement and promote service training.
Assist in collection of past due invoices as needed.
Safe guard company assets by maintaining strong internal controls.
Understand company policies and procedures and assure that they are understood and followed by all personnel.
Attend Driver Safety Meetings.
Attend Best Practices Meetings.
Attend company meetings as required.
Handle all customer, employee and vendor issues in a professional and courteous manner.
Promote an atmosphere of cooperation, teamwork and goodwill with all employees within Idealease and the dealership.
Display honesty in all company and customer related dealings.