Service Manager

PS Logistics • Broken Bow, OK

5d • Onsite

About The Position

The Shop Service Manager is responsible for operating and maintaining an efficient, profitable shop. The role oversees safety, staffing, employee and driver retention, customer communication and satisfaction, service quality, cost control, goal achievement, service records, technician efficiency, inventory, and shop cleanliness and organization.

The manager forecasts and pursues goals, maintains the operating budget and daily reporting, monitors shop performance, and trains, coaches, motivates, and evaluates technicians and support staff. The position also oversees technician productivity and related bonus and payroll records; part orders and inventory; repair orders for pricing, warranty, technician assignment, parts, and labor hours; and the care and storage of special tools.

The manager builds strong relationships with customers, drivers, community organizations, and vocational and technical schools. They ensure customers and drivers receive prompt greetings, fair repair estimates, timely complaint handling, and follow-up on service satisfaction. They maintain accurate customer service files, inspect completed work for quality, help keep the shop and property safe and OSHA compliant, stay informed about equipment and tooling, attend manager meetings as needed, and complete tasks assigned by senior management. The role may require travel and overnight stays for meetings and a flexible schedule, including weekends, evenings, and holidays.

Requirements

• At least 5 years of heavy-duty diesel repair and management experience.
• Good oral and written communication skills for interacting with customers, drivers, and team members in person and by telephone.
• Customer-service-oriented and team-oriented approach.
• Good organizational skills and ability to manage multiple tasks simultaneously.
• Ability to work a flexible schedule when needed, including weekends, evenings, and holidays.
• Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, business reports, technical procedures, and regulations.
• Ability to write routine reports, correspondence, and procedure manuals.
• Ability to speak effectively before groups of customers and employees and respond to questions from management, drivers, and customers.
• Ability to calculate figures and amounts such as discounts, commissions, percentages, taxes, fees, and employee bonuses.
• Ability to apply fractions, percentages, and ratios to practical situations.
• Ability to apply common-sense understanding to written, oral, or diagram-form instructions.
• Ability to solve practical problems and deal with a variety of issues.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to perform each essential duty satisfactorily.

Responsibilities

• Forecast goals and objectives and work to achieve them.
• Train, coach, motivate, and monitor technicians and support staff.
• Administer and maintain the annual operating budget and daily reporting.
• Attend manager meetings as needed, including travel and overnight stays when required.
• Monitor and control shop performance using reports and tracking systems.
• Encourage teamwork, a positive attitude, and service across the shop and other departments.
• Facilitate or conduct training for technicians and support staff using appropriate programs or schools.
• Monitor technician productivity and related productivity reports, bonus records, and payroll records.
• Follow up on parts orders to ensure availability and control inventory.
• Review repair orders for pricing accuracy, warranty, technician assignment, parts, and labor hours.
• Maintain working relationships with customers and drivers to encourage repeat business and referrals.
• Maintain high-quality repairs and minimize comebacks; periodically inspect completed jobs for thoroughness and quality.
• Keep current on equipment and tooling and recommend purchases as appropriate.
• Ensure the shop and property are clean, safe, and OSHA compliant.
• Build relationships with community, vocational, and technical schools to support recruitment.
• Ensure proper care, storage, and inventory of special tools.
• Keep customer service files accurate, current, and readily available.
• Ensure customers and drivers are greeted promptly and receive fair cost and repair-time estimates.
• Handle customer and driver complaints promptly and according to company guidelines.
• Follow up with customers and drivers to confirm satisfaction with repairs and service.
• Maintain a safe work environment.
• Complete tasks assigned by senior management.
• Demonstrate the company’s mission and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed