Service Manager

CSM COMPANIES INC GROUP•Green Bay, WI

30d•Onsite

About The Position

The Service Manager is responsible for the Branch Service Department and its diesel technicians, ensuring efficient and profitable department operations while developing and maintaining a high level of customer satisfaction. The role establishes financial, strategic, and operational objectives; prepares and monitors budgets; evaluates performance against goals; and reports on service operations, forecasts, and market trends. The manager maintains vendor and customer relationships, oversees staffing, training, equipment, safety, regulatory compliance, and the upkeep of the shop, service office, facility, and grounds. The position is based in Green Bay, Wisconsin.

Requirements

Associate’s degree (AA) in a technical field or comparable work experience.
Three to five years of heavy-duty truck service or related experience; supervisory experience preferred.
Management skills, including strategic plan development, decision-making, and program implementation.
Extensive product knowledge that can be demonstrated to customers and staff.
Ability to coach, train, and motivate subordinates to achieve department goals.
Highly organized, detail-oriented, and results-driven, with the ability to prioritize and manage numerous tasks simultaneously.
Ability to work under pressure while assisting a wide variety of internal and external customers and fostering relationships with industry contacts.
Effective written and oral communication skills; ability to communicate in spoken English well enough to be understood by others.
Ability to handle upset customers professionally.
Good mathematical skills, basic computer skills, and knowledge of Windows.
Must maintain a valid Commercial Driver’s License (CDL).
Ability to travel to meetings, visit customers, and attend training classes.
Ability to sit, stand, bend, kneel, stoop, and lift or move up to 75 pounds on a regular basis.
Ability to work 8–12-hour days, with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials such as fuel, oil, grease, and cleaning solutions.
Ability to recognize and mitigate safety hazards, including hazardous materials, environmental hazards, and accident conditions, and to follow appropriate security procedures.
Ability to schedule and coordinate work efficiently and economically, solve problems, make decisions, adapt to workplace variety, and learn new information.

Nice To Haves

Supervisory experience in heavy-duty truck service or a related field.

Responsibilities

Establish strategic, financial, and operational goals and objectives for the Branch Service Department.
Set department profit targets, prepare operating and capital budgets, monitor results, and take corrective action as needed.
Provide management information to the Executive Committee on Branch service operations, truck service forecasts, and market trends.
Evaluate department performance against goals and standards and ensure productivity, efficiency, and compliance with company goals and policies.
Analyze the diesel truck market and develop or revise sales and marketing plans.
Foster timely communication between Service and other Branch departments.
Build and maintain relationships with outside vendors, including Kenworth, PACCAR, engine distributors, and drivetrain and miscellaneous vendors; address product and warranty issues and collect vendor credits and allowances.
Maintain customer relations by addressing concerns and mediating solutions.
Ensure knowledge of and compliance with manufacturer and vendor warranties and technical service procedures.
Interview and hire diesel technicians and warranty staff, and recommend other department hires to the supervisor.
Arrange appropriate employee training, including training schools and in-house seminars.
Oversee purchasing and acquisition of department tooling and equipment.
Handle Service Department personnel issues, performance appraisals, and performance improvement plans.
Conduct monthly shop, foremen’s, and safety meetings; maintain meeting notes and send safety meeting notes to Human Resources in a timely manner.
Ensure compliance with applicable federal, state, and local regulations, including HAZMAT, OSHA Right-to-Know, and safety programs.
Coordinate and implement Branch service advertising and service specials.
Maintain shop and service office cleanliness and organization, and oversee upkeep of the facility and grounds within budget guidelines and Branch Operating Team decisions.
Perform other duties as assigned.