Parts & Service Manager - Michigan Trailers - Traverse City, MI.

NOVAE LLC • Traverse City, MI

2d

About The Position

Michigan Trailers sells trailers, trailer parts, and accessories, and provides trailer repairs and maintenance. The Parts & Service Manager manages and oversees customer service to ensure a positive and satisfactory experience for customers and others associated with the company. The role coordinates repairs and parts, supports service and parts sales, monitors performance, leads and develops the team, and maintains service quality and safety. The manager works closely with customers, the sales team, and store staff to deliver a seamless customer experience and improve operational processes.

Requirements

• Bachelor’s degree; a degree in business, retail management, or a related field is preferred, or equivalent demonstrated skills and abilities.
• Proven experience in a customer service, sales, or management role; experience in the RV or trailer industry is preferred.
• Strong organizational and multitasking skills, with the ability to prioritize and meet deadlines.
• Excellent communication and interpersonal skills, including the ability to build and maintain positive relationships with clients and team members.
• Knowledge of trailer repair processes and parts, with the ability to manage and coordinate repairs.
• Strong computer skills and working knowledge of Microsoft Office and related software.
• Motivation, self-direction, and analytical thinking skills.

Nice To Haves

• Bachelor’s degree in business, retail management, or a related field.
• Experience in the RV or trailer industry.

Responsibilities

• Coordinate and schedule trailer repairs, ensuring maintenance is completed efficiently and on time.
• Order and manage repair parts to ensure accuracy and timely delivery.
• Tag, organize, and relocate trailers to support operational efficiency.
• Quote repair work quickly and accurately while ensuring profitability across parts and labor.
• Sell service work and parts, meeting or exceeding established sales targets.
• Monitor service performance metrics, including customer satisfaction, response times, and resolution rates, and implement improvements as needed.
• Build, lead, and develop a high-performing team focused on service and sales targets.
• Train, coach, and mentor customer service staff; conduct performance evaluations and provide ongoing feedback.
• Establish and enforce safety standards and goals for the shop team.
• Ensure finished jobs meet company standards before delivery to customers.
• Manage customer relationships throughout the service process, including positive interactions and escalated concerns.
• Communicate with customers by phone, providing clear, professional, and timely updates.
• Collaborate with the sales team and store staff to deliver a seamless, high-quality customer experience.
• Identify opportunities to improve customer experience and operational processes.
• Maintain current knowledge of company products, services, and promotions to support customers.
• Assist in other areas and perform other duties as needed.

Benefits

• Medical, dental, and vision insurance, with a co-pay plan and two high-deductible plans; coverage is partially funded by Michigan Trailers.
• Free, confidential Employee Assistance Program (EAP).
• 401(k) plan with a company match.
• Paid Time Off (PTO) accruing from day one.
• Short-term and long-term disability insurance paid for by Michigan Trailers.
• Life insurance paid for by Michigan Trailers.
• Paid holidays.
• Paid bereavement time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager