Service Manager

North Central International - Rochester•Rochester, MN

11d

About The Position

North Central International is a full-service International Truck dealer group with locations across Minnesota, Northern Iowa, North Dakota, and South Dakota. The company offers truck sales and service, parts sales, and Idealease truck leasing and rentals, with a focus on keeping customers on the road and delivering an exceptional experience. The Service Manager leads the Service Department to operate efficiently and profitably. The role oversees staffing, customer retention, technician training, workmanship quality, productivity, and cost control while pursuing departmental objectives and high customer satisfaction. The manager performs duties in accordance with vendor practices and company policies and procedures. The position requires a high school diploma or GED, a valid driver’s license, technical proficiency in interpreting wiring diagrams, technical bulletins, and repair manuals, and the ability to lead and work independently. Advanced technical schooling, relevant hands-on service experience, technician mentoring or training experience, and specified industry certifications are preferred. The role may require lifting heavy parts, working in confined spaces, and flexibility to work overtime, weekends, or on-call as needed.

Requirements

High school diploma or GED.
Valid driver’s license.
Ability to interpret wiring diagrams, technical bulletins, and repair manuals to manage repairs as needed.
Ability to work independently and provide leadership to others.
Ability to meet the physical demands of the job, including lifting heavy parts and working in confined spaces.
Flexibility to work overtime, weekends, or on-call as required.

Nice To Haves

Completion of advanced vocational, technical, or trade school training in automotive, diesel, or heavy equipment technology.
Five to eight years of progressive hands-on experience in vehicle diagnostics, maintenance, and complex repairs in a dealership, commercial fleet, or heavy-duty service environment.
Experience mentoring or training junior technicians.
Automotive Service Excellence (ASE) Master Technician certification or equivalent.
OEM-specific certifications, such as Diesel Engines.
Commercial Driver’s License (CDL) or ability to obtain one.

Responsibilities

Manage Service Department operations to support growth, profitability, expense control, and customer satisfaction.
Ensure compliance with International and vendor policies, including warranty guidelines, procedures, and reporting requirements.
Review and approve Service Department outside purchases charged to the department or customer repair orders.
Analyze monthly warranty performance statements on ISIS and review weekly charge backs with the Warranty Administrator to identify and resolve discrepancies.
Monitor warranty debits over 60 days and open repair orders over 30 days to ensure timely closure and payment.
Review C.O.D. repair orders and verify that corresponding vehicles and keys are on-site and accounted for.
Attend International’s annual Parts and Service Managers meeting.
Maintain service quality to reduce rework and customer comebacks.
Assign repair work fairly among technicians based on skill and availability.
Inspect ongoing repairs periodically to assess job progress, workmanship, and shop cleanliness.
Stay current on warranty policies, OEM procedures, and product updates and ensure departmental compliance.
Coordinate and ensure completion of manufacturer and vendor training programs for technicians and service personnel.
Review a random selection of completed repair orders for documentation, technician comments, signatures, and road-test completion.
Maintain compliance with federal, state, and local regulations affecting service operations, including OSHA, EPA, and hazardous waste disposal requirements.
Promote and enforce a clean, safe, and organized work environment in service areas.
Oversee procurement of tools and equipment needed for operational readiness and OEM compliance.
Hold regular staff and technician meetings to address performance, policy updates, and departmental goals.
Communicate with customers as necessary to explain completed repairs and related charges clearly and professionally.
Participate in interviewing and hiring Service Department employees in coordination with HR.
Ensure service staff perform their assigned duties and provide coaching or corrective action when needed.
Seek and secure new service business to expand the customer base and increase department revenue.