Service Manager

MCT Companies•Fresno, CA

14d•$80,000 - $100,000

About The Position

The Service Manager manages, monitors, and directs service processes to promote shop efficiency and quality customer satisfaction. The role coordinates, instructs, and supervises on-site staff and the rail technician crew to complete assigned work on time. The Service Manager takes customer requests seriously, respects customers’ property, and organizes workflow to meet or exceed customer expectations. The position maintains schedules for timely installation and service work and promotes a safe, healthy work environment in accordance with company and OSHA standards. The Service Manager leads the team in alignment with MCT Companies’ core values, supports team members in meeting daily targets, and encourages ownership of responsibilities. The role also ensures compliance with regulatory and reporting standards. Travel of approximately 20% is expected. The position requires an associate degree or equivalent from a two-year college or technical school, five or more years of related experience and/or training, or a combination of education and work experience in a dealership environment. A bachelor’s degree is preferred but not required. The role is scheduled from 8:00 a.m. to 5:00 p.m. Salary is $80,000–$100,000 annually, depending on experience.

Requirements

Ability to communicate effectively, verbally or in writing, with customers, technicians, and managers.
Ability to foster teamwork, handle pressure, provide specific feedback, listen to constructive input, and manage conflict.
Proven organizational and time-management skills, attention to detail, equipment knowledge, and a professional demeanor.
Critical-thinking and problem-solving abilities, sound judgment, and the ability to complete work efficiently, accurately, and productively.
Ability to coordinate resources and meet deadlines in a fast-paced environment.
Associate degree or equivalent from a two-year college or technical school, or five or more years of related experience and/or training, or a combination of education and work experience in a dealership environment.
Proficiency with Microsoft Office, including Excel, PowerPoint, and Word.
Ability to use computer applications to manage information, create and edit simple databases, enter data, retrieve records, create reports, and analyze data as needed.
Approximately 20% travel required.

Nice To Haves

Bilingual communication skills.
Bachelor’s degree.
Experience building and managing multi-departmental teams.
Experience in performance management, project management, coaching management, and results-driven work.

Responsibilities

Establish and maintain effective working relationships with customers, employees, and management to provide cost-effective, value-added customer service.
Plan, assess, prioritize, and assign daily operational activities for on-site staff and the rail technician crew.
Deliver high-quality customer service by resolving service issues, identifying trends, and recommending systems and process improvements.
Monitor parts and labor repair orders and warranty processes, and improve those processes.
Recruit, select, orient, and train employees; maintain a safe, secure, and engaged work environment; and develop employee growth opportunities.
Communicate job expectations, monitor and assess performance, coach and instruct employees, and develop and administer policies, procedures, and productivity standards.
Establish strategic goals using business, financial, service, and operational information; evaluate trends and options; define objectives; and assess outcomes.
Maintain professional and technical knowledge through workshops, publications, professional networks, benchmarking, and professional societies.
Foster safety and continuous improvement.
Coordinate resources to meet deadlines in a fast-paced environment.
Perform other duties as requested, directed, or assigned by management.