Service Center Manager

Model1 Commercial Vehicles, Inc. • Charlotte, NC

38d

About The Position

The Service Center Manager oversees all day-to-day operations of the service branch with a business owner mindset. The position is responsible for managing the day-to-day activities of the service department, supervising shop foreman/ technicians, service advisors, and other branch operations staff, ensuring exceptional customer satisfaction, and driving profitability through efficient operations and up selling of services, balancing customer growth, team enablement, and system discipline with clear P&L ownership and proactive communications.

Requirements

• 5+ years in service operations with multi-role leadership; prior P&L exposure.
• Communication, follow-through, and conflict resolution; coaching depth increases with size.
• DMS/CRM fluency; basic analytics (Excel/BI); valid driver’s license.
• Must have the ability to push, pull or lift up to 50 lbs.
• Must be able to travel as required.
• Will be required to do frequent kneeling, stooping, squatting, crawling, and climbing to perform multiple tasks of position
• Must have the ability to board vehicles and inspect under vehicles if necessary.
• Must have good manual dexterity

Responsibilities

• Oversee the daily operations of the branch service department on retail/warranty service, upfit, vehicle make- ready, internal work, etc., ensuring smooth workflow and optimal technician productivity.
• Supervise and support branch operations staff: Service advisor, foreman/technicians, warehouse, utility, and other staff.
• Owns local P&L (budget adherence, forecast) with corporate support; revenue and gross profit accountability.
• Scheduling: same-day response and same-day scheduling initiative; confirmed appointment - 5 business days.
• Key accounts: existing customers purchasing parts, service, or vehicles from Model 1; stewardship increases with site scale.
• Warranty: site handles standard warranty; unique/complex/fleet defects escalate to Corporate Warranty per policy.
• Mobile service footprint strategy established during the annual facility plan.
• Customer growth & retention
• Outreach plan by segment; quarterly key-account reviews; service and parts growth targets.
• Enforce SLAs (same-day response & scheduling; appointment ≤ 5 business days).
• Maintain a clear escalation path for urgent service issues.
• Drive customer retention by ensuring a high level of satisfaction and repeat business
• People & process
• Service office and shop staff oversight; clarify roles & cross-train.
• Daily huddles; defect tracking; rework containment & feedback loops.
• Partner with Parts for fast-mover stock, cores/returns, and shrink prevention.
• Train and develop branch staff to meet the dealership performance standards
• Financials, planning, & performance
• Monitor branch performance KPIs (e.g., Shop efficiency related to Tech Utilization/Efficiency, Branch Gross profitability, safety, customer satisfaction)
• Ensure all work is completed according to dealership and manufacturer standards.
• Maintain accurate records of repair orders, labor, and customer communications.
• Sorts, organizes, and monitors various expenditures and other maintenance-related records.
• Build monthly forecast; manage labor mix/productivity; protect margins via pricing discipline
• Align capacity with Scheduling; approve overtime/shift moves within policy.
• Safety/quality/compliance
• Huddles/toolbox talks; PPE/housekeeping; incident reporting & corrective actions.
• Overall management of facility maintenance and repairs.
• Manage storage/distribution of all inventories of equipment, supplies, and spare parts.
• Implement and enforce safety procedures and shop regulations.
• Sorts, organizes, and monitors various expenditures and other maintenance-related records.
• Hiring plan & onboarding; SOPs & KPI boards; backlog burn-down; reach steady-state KPIs

Benefits

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees