ILR Service Manager

INLAND KENWORTH US INC•Fontana, CA

66d•$92,000 - $115,000•Onsite

About The Position

The Service Manager – Inland Lease & Rental will be responsible for running a cost-effective Preventative Maintenance and Repair program through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records.

Requirements

High school diploma or general education degree (GED) essential
Heavy duty truck/equipment technical knowledge
Three years related experience and/or training
Ability to read, analyze and interpret financial reports
Strong leadership skills
Excellent customer relations skills
Strong business ethics with a professional approach at all times
Functions well with large volume and fast-paced work environment
Valid Driver’s License

Nice To Haves

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

Responsibilities

Designs, implements and maintains a comprehensive Preventative Maintenance program.
Forecasts goals and objectives for the department and strives to meet them.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Prepares and administers an annual operating budget for the Lease & Rental fleet.
Maintains open communications and good relationships with other department personnel – Service, Parts, Body Shop, Sales, Administration, and Credit. Strives for harmony and teamwork within the department and with all other departments.
Maintains reporting systems required by general management.
Develops and implements a customer retention plan.
Understands, keeps abreast of, and complies with federal, provincial/state, and local regulations that affect vehicle operations.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Ensures that all warranty and policy support opportunities are maximized.
Accounts for all documents; ensures that none are missing and all are processed correctly.
Reviews and approves all repair orders before payment process, monitoring for repair costs relative to expectations.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic checks of completed jobs for thoroughness and quality.
Ensures that customers' service files are up-to-date and readily available for reference.
Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
Prepares pricing guides and maintenance menus for contract maintenance opportunities.
Handles customer complaints immediately and according to dealership's guidelines.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Is available for after-hours emergency roadside calls.
Ensures that established purchase order process is followed and adhered to.
Through purchase order process, informs repair facilities of time allowances on each repair order.
Ensures the safety of all employees by enforcing safety requirements, including but not limited to the use of personal protective equipment where required, orientations for young & new workers, and ensuring that WHMIS and TDG training is provided.
Becoming familiar with and complying with the company’s Health & Safety Manual.
Maintains the company’s service vehicles by ensuring that the vehicles are in good, safe running order, and that regular maintenance service is performed on the vehicles and that maintenance records are kept.
Hiring, training, motivating, counseling and monitoring the performance of all service department staff by ensuring every employee has a thorough understanding of his or her duties and responsibilities.
Facilitating and/or conducting technical training and sending employees to appropriate training schools as needed.
Establishing and maintaining good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Providing programs to ensure the rise in productivity of each employee benefiting both the company and the individual.
Leading by example and displaying professional and ethical conduct at all times.
Holding weekly department meetings.
Monitoring service department employees' daily productivity reports and corresponding payroll records.