Service Manager

Ballard Truck Center•West Springfield, MA

13d•Onsite

About The Position

Ballard Truck Center is a family-owned commercial truck business serving the Northeast for over 100 years. The Service Manager is responsible for operating a profitable and efficient service department through effective procedures, policies, staff utilization, and security. The role is based at the W Springfield, Massachusetts location and is expected to be on site for nine hours a day. Most of the day is spent in an office, with the manager also present in the shop and yard as needed.

Requirements

High school diploma or equivalent.
Two to three years of experience as a service manager in an automotive or heavy truck setting.
Proficient computer skills.
Good leadership, communication, and time-management skills.
Personable, professional, team-oriented, and able to work well with others.

Nice To Haves

Experience managing a department of 10 or more employees.
Experience with CDK software.
Experience at a heavy-duty truck dealership.
Driver’s license.

Responsibilities

Strive to meet department goals and objectives and promote teamwork within the service department and with other departments.
Work with the Parts Manager to ensure the parts and service departments operate cohesively.
Understand and comply with applicable federal, state, and local regulations; attend managers’ meetings as requested.
Build and maintain customer relationships that encourage repeat and referral business.
Ensure customers are promptly greeted and receive fair estimates of repair and maintenance costs and timing.
Handle customer complaints promptly in accordance with dealership guidelines.
Maintain management- and OEM-required reporting systems; monitor department performance using reports, tracking systems, and surveys.
Ensure compliance with OEM warranty and policy procedures.
Monitor technicians’ productivity reports and related payroll records, and communicate time allowances for repair orders.
Follow up with the parts department on orders to ensure parts availability.
Analyze department operations and storage layout and revise them as needed for effectiveness.
Keep informed about available equipment and tools and recommend purchases; monitor shop-tool location and care.
Ensure repair orders are signed and include or attach any customer-required purchase orders.
Maintain a safe work environment and keep work areas and the customer waiting area clean.
Participate in available training programs and assist with collecting past-due accounts when requested by accounting.
Hire, train, motivate, counsel, and monitor the performance of service department staff.
Direct and schedule service department employees and provide them with technical assistance.
Ensure employees understand and perform their duties and responsibilities.
Conduct employee meetings to discuss department activities and issues and develop strategies for efficient operations.
Monitor employee payroll records and ensure employees receive appropriate OEM training.
Manage employee performance, including conducting annual performance reviews.