Service Manager

Nuss Truck & Equipment•Mankato, MN

13d

About The Position

The Service Manager leads and manages the service department to ensure profitability, productivity, compliance, and customer satisfaction. The role oversees daily operations, directs staff, maintains financial controls, and ensures service work meets dealership, OEM, and regulatory standards. The Service Manager serves as a business leader and customer advocate, driving revenue growth while promoting safety, accountability, and continuous improvement. The manager develops departmental goals and objectives aligned with dealership business plans; prepares and administers the annual operating budget; directs daily work assignments; and monitors technician payroll and productivity records. The role builds customer relationships, provides accurate service estimates, resolves complaints, and maintains complete customer and repair records. The Service Manager analyzes performance reports, controls operating costs, coordinates with Parts leadership, and maintains reporting systems for general management and OEM partners. The position ensures regulatory, safety, environmental, and OEM warranty compliance; recruits, trains, coaches, and evaluates staff; and promotes teamwork, professionalism, and accountability. The manager directly supervises Service Advisors, Shop Foremen, and Technicians, and is responsible for their performance management, training, and professional development. The primary work environment is an office within the service department, with frequent movement through the shop to monitor technicians, assist service advisors, and address customer concerns. The role involves regular exposure to noise, vibration, exhaust fumes, dust, paint, and other materials, and requires standing, walking, bending, and moving about the service area for extended periods.

Requirements

High school diploma or equivalent.
At least two years of experience working in a diesel repair facility.
At least three years of supervisory or management experience, preferably in a dealership or service environment.
Strong leadership and management skills, including the ability to supervise and motivate teams.
Excellent communication and interpersonal skills with customers, employees, and vendors.
Knowledge of diesel repair processes, service operations, and warranty procedures.
Ability to analyze departmental reports and use data to improve business performance.
Computer proficiency, including dealership management systems and Microsoft Office Suite.
Professional personal appearance and demeanor.
Ability to work effectively in a fast-paced, high-pressure environment.
Ability to stand, walk, bend, and move about the service area for extended periods.

Nice To Haves

Technical or business-related coursework.
ASE Certification.

Responsibilities

Develop and execute departmental goals and objectives in alignment with dealership business plans.
Prepare and administer the annual service department operating budget, monitoring performance against financial targets.
Direct and schedule daily work assignments for department employees and provide technical support as required.
Conduct departmental meetings to review performance, address concerns, and improve efficiency.
Monitor technician payroll and productivity records for accuracy and accountability.
Build customer relationships to promote repeat and referral business.
Greet customers and provide accurate, transparent estimates of service time and cost.
Resolve customer complaints professionally and in accordance with company policy.
Ensure customer service files, repair orders, and related records are accurate, current, and accessible.
Analyze departmental performance using reports such as repair order trends, items per repair order, and revenue per service advisor.
Control operating costs through staffing, resource management, and process improvement.
Collaborate with Parts Department leadership to align parts availability with service demand.
Maintain accurate reporting systems required by general management and OEM partners.
Ensure compliance with applicable federal, state, and local regulations, including OSHA, hazardous waste disposal, and environmental standards.
Enforce company safety policies and procedures throughout the service department.
Monitor adherence to OEM warranty and repair requirements.
Recruit, train, coach, and evaluate service department employees.
Provide regular feedback, set performance expectations, and implement improvement plans when needed.
Promote teamwork, professionalism, and accountability within the department.
Attend managers’ meetings and participate in cross-departmental initiatives.
Support dealership promotional events and customer engagement activities as required.
Directly supervise Service Advisors, Shop Foremen, and Technicians, and manage employee performance, training, and professional development.
Adhere to dealership policies, procedures, and OEM requirements; ensure timely and accurate financial, customer, and regulatory documentation; maintain accountability for profitability, employee performance, and customer satisfaction; and promptly report work-related incidents, safety concerns, or compliance issues.