ILR Service Manager

INLAND KENWORTH US INC•Montebello, CA

8d•$92,000 - $115,000

About The Position

The Service Manager – Inland Lease & Rental is responsible for running a cost-effective preventative maintenance and repair program through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The role oversees service operations, budgets, reporting, customer satisfaction, repair quality, warranties, regulatory compliance, safety, and maintenance of company service vehicles. The position supervises service department staff, including hiring, training, motivating, counseling, and monitoring performance. It promotes employee productivity, professional conduct, teamwork, and ongoing technical development.

Requirements

High school diploma or GED.
Heavy-duty truck/equipment technical knowledge.
Three years of related experience and/or training.
Ability to read, analyze, and interpret financial reports.
Strong leadership skills.
Excellent customer relations skills.
Strong business ethics and a professional approach.
Ability to function in a large-volume, fast-paced work environment.
Valid driver’s license.
Ability to periodically lift up to 25 kg (50 lb).

Nice To Haves

Post-secondary diploma or trades certification in a related field.

Responsibilities

Design, implement, and maintain a comprehensive preventative maintenance program.
Forecast department goals and objectives and work to achieve them.
Build and maintain customer relationships to encourage repeat and referral business.
Monitor department performance using appropriate reports, tracking systems, and surveys.
Prepare and administer the annual operating budget for the Lease & Rental fleet.
Maintain communication and working relationships with other departments and promote teamwork.
Maintain reporting systems required by general management.
Develop and implement a customer retention plan.
Comply with federal, provincial/state, and local regulations affecting vehicle operations.
Ensure compliance with manufacturer warranty and policy procedures and maximize warranty and policy support opportunities.
Account for documents and ensure they are complete and processed correctly.
Review and approve repair orders before payment, monitoring repair costs against expectations.
Maintain repair quality, minimize comebacks, and periodically inspect completed work.
Keep customer service files current and accessible.
Ensure customers are promptly greeted and receive fair repair and maintenance cost and time estimates.
Prepare pricing guides and maintenance menus for contract maintenance opportunities.
Handle customer complaints promptly according to dealership guidelines.
Conduct 24-hour follow-up with customers to confirm satisfaction with the service experience.
Be available for after-hours emergency roadside calls.
Ensure compliance with the established purchase order process and communicate repair time allowances to repair facilities through that process.
Promote employee safety by enforcing safety requirements, including personal protective equipment, orientations for young and new workers, and WHMIS and TDG training; become familiar with and comply with the company Health & Safety Manual.
Maintain company service vehicles in safe running order and ensure regular maintenance and records are kept.
Hire, train, motivate, counsel, and monitor service department staff performance.
Ensure employees understand their duties and responsibilities.
Facilitate or conduct technical training and send employees to training schools as needed.
Maintain relationships with vocational and technical schools to support recruitment.
Provide programs to improve employee productivity.
Lead by example and maintain professional and ethical conduct.
Hold weekly department meetings.
Monitor daily employee productivity reports and related payroll records.