Service Manager (Leasing)

Kenworth Louisiana•Port Allen, LA

About The Position

The Service Manager will oversee our leasing service for the largest fleet of heavy-duty trucks in the state. The ideal candidate will be responsible for managing all aspects of our service operations, ensuring the highest levels of customer satisfaction and operational efficiency. This role involves coordinating maintenance schedules, handling customer inquiries and complaints, and leading a team of service technicians to deliver exceptional service. The Service Manager will also be tasked with developing and implementing service improvement plans, tracking performance metrics, and ensuring compliance with industry regulations.

Requirements

5+ years of relevant experience or education preferred
Must display excellent leadership skills
Required previous supervisory experience
Must have strong work ethic and be committed to extra hours when needed
Must have strong leadership aptitude
Must have Strong Written and Verbal Communication Skills

Responsibilities

Ensure departmental profitability and strive to meet goals and objectives.
Hire, train, motivate, counsel, and monitor service department staff performance.
Establish and maintain good relationships with customers for repeat and referral business.
Promptly provide estimates and request customer approval for all billable maintenance and repairs
Handle customer complaints courteously and promptly.
Handle after-hours service calls as needed.
Maintain the highest standards of workmanship.
Develop systems for quality checks and lead quality control inspections.
Strive for teamwork and harmony with other departments.
Maintain a repair order system following the "three C's": complaint, cause, and correction.
Ensure units are triaged within 2 hours and repair plans are communicated to customers.
Communicate effectively with all customers, reflecting positively on oneself, the dealership, and the brands.
Maintain required Preventative Maintenance currency of 90% or higher adhering to the assigned PM schedules for each unit and the company PM policy
Perform other duties as assigned.