Idealease Service Manager

Livonia•Livonia, MI

10d

About The Position

Every employee with Tri-County International Trucks is absolutely critical to its success. We have successfully served the Michigan business community for over 50 years and we take great pride in our reputation. Our rapid growth and fast-paced environment make this an awesome place to work. Happy employees make happy customers, and we reward individuals who are ready to work hard and stay motivated. The Service Department is an integral and vital part of the dealership, and the manner in which it builds open, honest, trusting relationships with customers and other departments is essential to the dealership’s success. The Service Manager takes the lead role in managing an efficient and profitable Service Department through productive staffing, customer retention, technician training and quality workmanship while improving productivity and reducing costs in order to meet objectives. This position is crucial to achieve the highest customer satisfaction by performing duties in accordance with current vendor practices and our company’s policies and procedures.

Requirements

Minimum of eight years technical experience in the medium/heavy-duty truck industry.
Must be customer-sensitive and able to listen, understand and communicate professionally with all customers, both external and internal.
Promote continuous improvement within the department.
Maintain a high degree of product and technical knowledge.
Must be a team player with a strong sense of commitment to the customer.
Must be self-motivated and have good written and verbal communication skills.
Must conduct oneself in a professional manner.
Must be able to adjust to multiple demands and shifting priorities, and be responsive and flexible to best serve the issue at hand.
Must have the ability to accept and react to change and lead others in a similar positive direction.
Must have superior problem-solving skills to achieve a win-win solution.
Must be able to understand, communicate, and evaluate all vendor and International warranty guidelines.

Nice To Haves

Experience with Microsoft programs and applications currently in use at this location.
Good organizational skills
A commercial driver’s license (CDL) to operate and road test customer vehicles when needed.
Knowledge of dealer and fleet maintenance procedures and systems.
Willingness to pursue self-development courses applicable to the job.
Working knowledge of International and supplier/vendor warranty policies.
Strive for respect and facilitate teamwork in the department and throughout the dealership.
The ability to utilize the full capabilities of ISIS.

Responsibilities

Ensuring Service Department growth and profitability.
Understanding and ensuring compliance with all International and vendor policies and warranty procedures.
Reviewing and signing off on all Service Department outside purchases charged to the Service Department or a customer repair order.
Reviewing warranty performance statements on ISIS monthly.
Reviewing warranty charge backs with Warranty Administrator weekly.
Reviewing the over 60 days warranty debits weekly to ensure payment.
Reviewing open repair orders over 30 days to insure closure and payment.
Reviewing C.O.D. repair orders to ensure the vehicle and keys are on premises.
Attending International’s Parts and Service Managers annual meeting.
Maintaining high quality service repairs to minimize comebacks.
Ensuring that all work is fairly and equally assigned.
Investigating the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness.
Keeping abreast of all warranty policies and product changes to maintain effectiveness in this role.
Providing current manufacturers’ vendor training courses for technicians and service staff.
Reviewing random completed repair orders, noting technician comments, technician sign off, repair completion and road test completion.
Understanding and keeping abreast of all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA, EPA, etc.
Maintaining a safe and clean work environment in all service areas.
Ensuring that current and required tools are purchased as necessary.
Holding monthly staff and technician meetings.
Explaining completed work and charges to the customer if required.
Interviewing potential Service Department employees
Ensuring the service staff members are performing their duties as outlined in the appropriate job descriptions.
Seeking out and securing new service business