WARD IDEALEASE SERVICE MANAGER

Ward Trucks•Mobile, AL

4d•Onsite

About The Position

The Idealease Service Manager is responsible for the day-to-day management of the Idealease Service Department. This role involves establishing and managing priority service for all customers, providing reciprocal service for breakdowns, and ensuring the implementation of Idealease Best Practices. The manager will develop and manage systems for warrantable failures, warranty claims, and recovery, as well as a preventive maintenance program to achieve 95% or greater PM currency. Additionally, the role includes managing outside repairs and over-the-road failures efficiently, controlling running costs to meet business plan goals, and assisting in the preparation of the Annual Business Plan and Budget.

Requirements

Full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396).
Ability to stay current with changes in regulations.
Ability to monitor and manage satisfactory CSA Vehicle Basic scores.
Proficiency in inventory and process management for maintenance file documentation.
Ability to develop, communicate and enforce company safety policies and procedures.
Certification for U.S. DOT Annual Inspections, brake inspections, and other maintenance procedures.
Ability to create and maintain positive customer relationships.
Ability to maintain a minimum 90% Customer Retention Rate.
Skill in investigating and resolving customer maintenance issues.
Ability to aid in sales strategy development.
Capability to assist in new customer orientation.
Proficiency in reviewing Unit P&L’s and identifying inefficient units.
Ability to compare financial results against Business Plan and initiate corrective action.
Skill in reviewing manpower needs.
Ability to implement and monitor shop productivity measures.
Capability to create a clean, safe, and customer-focused shop environment.
Proficiency in recruiting and hiring employees.
Ability to develop, implement, and promote service training.
Assistance in collection of past due invoices.
Ability to safeguard company assets through strong internal controls.
Understanding and enforcement of company policies and procedures.
Professional and courteous handling of customer, employee, and vendor issues.
Promotion of cooperation, teamwork, and goodwill.
Honesty in all company and customer dealings.
95% PM currency per month.
19% maintenance costs for lease and rental.
Average less than 8% overtime monthly.
Tech ratios managed to the level determined by management’s analysis.
AFC Recalls/MIN's completed within 90 days.
100% enrollment in Navistar LMS (Learning Management System).
IdealNet Reciprocal Service performance at 95%.

Nice To Haves

Understanding of Idealease Best Practices.
Experience with Idealease Resource Center, ISIS, and vendor websites for warranty identification.
Relationships with vendors and Navistar CSE/TSM.
Experience with sales strategies.
Experience with new customer orientation processes.
Experience with P&L review and financial analysis.
Experience with manpower planning.
Experience with shop productivity measures.
Experience with service training development and implementation.
Experience with internal controls.
Experience attending Driver Safety Meetings, Best Practices Meetings, and company meetings.

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.