Service Manager

New York Bus Sales • City of Syracuse, NY

8d • $70,000 - $95,000

About The Position

The Service Manager oversees and coordinates the day-to-day operations of the Service Department, focusing on customer satisfaction and operational efficiency. The role leads service professionals, manages customer relationships, improves service processes, resolves issues, maintains quality standards, and allocates personnel and equipment. The manager organizes and directs repair work to meet the service schedule, coordinates with DOT, other departments, vendors, and the Parts department, trains employees, monitors service performance, and complies with applicable regulations. Minimal travel to other NYBS facilities, customer locations, seminars, and workshops is required. The role operates under general supervision; most assignments are completed independently.

Requirements

• Minimum of 3 years of experience in an automotive or truck shop environment.
• Proven experience in a service management role.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Problem-solving abilities and a proactive approach to challenges.
• Familiarity with relevant technology and tools in the service industry.
• Sufficient knowledge and skill for each job task, including the ability to train new and existing employees.
• Ability to understand oral and written instructions and communicate effectively with supervisors, employees, vendors, and consultants.
• Ability to perform job tasks when needed to fulfill service commitments.
• Ability to move throughout the facility to observe job performance and adherence to company policies and safety guidelines.
• Ability to perform numeric calculations for estimating labor time and material costs and completing company documents such as work orders.
• Ability to make sound business decisions in accordance with established procedures and policies.
• Ability to work independently, plan, meet reporting deadlines, and accomplish position goals with little direct supervision.
• Speech and hearing sufficient for regular in-person and telephone communication.
• Vision sufficient for frequent reading of company correspondence and work orders and occasional computer-monitor use.
• Manual hand and finger dexterity sufficient for constant use of a keyboard, telephone, and mouse.
• Ability to lift 10–50 pounds occasionally to repair a bus and to lift over 50 pounds occasionally with assistance when needed.
• Ability to occasionally bend, push-pull, climb, balance, crouch, kneel, and reach to access vehicle and shop areas and demonstrate, inspect, or assist with bus repairs; repetitive motion is required.

Nice To Haves

• High school diploma or equivalent.
• NYS CDL, Class B driver's license with Passenger Transport and Air Brake endorsements.
• Cummins certifications.
• Propane certifications.

Responsibilities

• Lead, guide, support, and train service professionals to promote strong performance and job satisfaction.
• Cultivate client relationships, understand their needs, and serve as the primary contact for service-related inquiries and concerns.
• Implement and optimize service processes; monitor key performance indicators and improve performance to meet or exceed service level agreements.
• Resolve customer issues promptly, collaborate with cross-functional teams to identify root causes, and implement preventive measures.
• Ensure service delivery meets or exceeds quality standards and implement and monitor quality assurance programs.
• Allocate personnel and equipment to meet service demands, maintain inventory levels, and coordinate procurement as necessary.
• Generate and analyze service performance reports and provide management with updates on metrics, trends, and improvement areas.
• Organize, direct, and perform repair work that meets the service schedule.
• Coordinate activities with DOT, other departments, and vendors requiring joint services.
• Work with the Parts department to ensure timely availability of parts needed for jobs.
• Understand and comply with Federal, State, and local regulations affecting the assigned shop operation.
• Maintain a shop where equipment, materials, and supplies are properly maintained, stored, and used.
• Perform other duties as assigned.

Benefits

• Bonus program.
• Medical, dental, and vision insurance.
• Company-paid life insurance of $50,000.
• Voluntary life insurance.
• Supplemental AFLAC benefits.
• Flexible Spending Account.
• Health Savings Account with company contribution.
• 401(k) retirement savings plan with company match.
• Paid Time Off (PTO).
• 10 paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED