Service Manager - Pacific, WA

Gordon Truck Centers•Pacific, WA

10d•Onsite

About The Position

The Service Manager is responsible for the daily management of the Service Department, including cost controls, building the vendor and customer sales base, customer satisfaction, and problem resolution. The role directly leads and coordinates technicians, with a strong focus on customer service, departmental efficiency, and profitability. Gordon Truck Centers, Inc. (GTC) is a network of 19 dealerships serving commercial truck and trailer customers. The position is based in Pacific, Washington. The regular schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.; occasional off-hour shifts or work for special events may be required. Compensation is $92,500–$140,000 based on experience, with a monthly incentive. The role is primarily indoors, with minimal outdoor work, and involves a high-noise environment around operating departments, moving mechanical parts, and vehicles. Physical activities include extensive keyboard and computer-screen use, telephone use, standing, bending, stretching, and potentially lifting more than 50 pounds. Personal protective equipment may be required in shop areas. GTC offers eligible employees medical, dental, vision, and prescription coverage, basic group term life insurance, an employee assistance program, and access to a Health Savings Account. Other benefits include tuition reimbursement, profit sharing, traditional and Roth 401(k) plans with a company match for qualifying employees, paid vacation, personal time off, and six paid holidays. Employment offers are contingent on passing a pre-employment drug screen and criminal background check; a motor vehicle records check is also required for positions with driving responsibilities.

Requirements

High school diploma, GED, or equivalent.
Four years of repair-shop experience as a technician and two years of service-department supervisory or shop-foreman experience.
Experience with business and management principles, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
Strong leadership capabilities and the ability to build and maintain a team atmosphere focused on growing the business through quality service.
Superior customer-relations and problem-solving skills.
Technical background and ability to communicate with technicians and customers about repairs to heavy- and medium-duty trucks.
Demonstrated background providing quality customer service.
Excellent written and verbal communication skills; ability to lead and motivate others; strong conflict-resolution skills; and comfort using computers.
Ability to work in a fast-paced, high-stress environment.
Valid driver’s license.

Responsibilities

Monitor service levels against organizational goals and take corrective measures when needed.
Develop and administer staff training schedules to meet organizational goals and the company’s dealer agreement.
Set schedules, sequences, and work assignments according to priorities, equipment needs, and personnel skills.
Develop, administer, and maintain regulatory and dealership safety standards.
Inspect and monitor work areas, tools, and equipment; provide employee safety training to prevent, detect, and correct unsafe conditions or procedural violations.
Promote and manage safety at the assigned branch, ensuring employees, vendors, and customers have a safe work environment.
Manage applicable safety policies, procedures, and standards; investigate safety-related accidents and injuries, report findings, and take corrective measures.
Maintain a strong customer-satisfaction culture and address customer complaints as needed.
Monitor staff workloads and regularly review employee performance; conduct annual performance reviews.
Hold ongoing staff meetings to address departmental operations.
Requisition tools, equipment, replacement parts, and other materials and supplies.
Develop and maintain the departmental budget; analyze profit-and-loss reports and take corrective action as needed.
Develop shop policies and procedures and communicate them to personnel to ensure compliance.
Provide department updates and requested reports to the leadership team.
Participate in employee hiring and onboarding procedures.
Promote a cohesive departmental team attitude with a strong emphasis on service.

Benefits

Healthcare coverage, including medical, dental, vision, and prescription benefits for eligible employees
Basic group term life insurance
Employee assistance program
Health Savings Account access for eligible employees
Tuition reimbursement
Profit sharing
Traditional pre-tax and Roth 401(k) options
Company 401(k) match for qualifying employees, matching contributions dollar for dollar up to 3% of income
Paid vacation
Personal time off (PTO)
Six paid holidays
Monthly incentive