Service Manager

DMT Trucking•Broken Bow, OK

About The Position

The Shop Service Manager is responsible for running and maintaining an efficient, profitable, safe, and high-quality shop. The role oversees staffing, employee and driver retention, customer communication and satisfaction, cost control, goal achievement, service records, technician efficiency, inventory control, and the cleanliness and organization of the shop and property. The manager forecasts goals and objectives, administers the operating budget and daily reporting, and monitors shop performance using reports and tracking systems. They train, coach, motivate, and monitor technicians and support staff; track technician productivity and related bonus and payroll records; and facilitate training as needed. The manager oversees parts and special-tool inventory, reviews repair orders for accuracy, and ensures customer service files are accurate and accessible. The role maintains strong working relationships with customers, drivers, other departments, and community and technical schools. It ensures customers and drivers are promptly greeted, given fair repair estimates, and followed up with to confirm satisfaction. The manager addresses complaints according to company guidelines, checks completed work for quality, helps minimize repeat repairs, and maintains a clean, safe, OSHA-compliant work environment. The position also requires attending manager meetings as needed, which may involve travel and overnight stays, and completing tasks assigned by senior management.

Requirements

At least 5 years of heavy-duty diesel repair and management experience.
Demonstrate the company’s Mission and Values.
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 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 company 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; apply fractions, percentages, and ratios to practical situations.
Ability to apply common-sense understanding to written, oral, or diagram-form instructions and solve practical problems.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to work a flexible schedule as needed, including weekends, evenings, and holidays.

Responsibilities

Run and maintain an efficient, profitable shop, including safety, quality staffing, retention, customer service, cost control, service records, technician efficiency, inventory, and shop cleanliness.
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 shop performance using appropriate reports and tracking systems.
Encourage teamwork, a positive attitude, and service within the shop and across other departments.
Facilitate or conduct training for technicians and support staff using appropriate programs or schools as needed.
Monitor technician productivity, productivity reports, and related bonus and payroll records.
Monitor and follow up on parts orders to ensure availability and inventory control.
Review repair orders for pricing accuracy, warranty, technician assignment, parts, and hours.
Maintain working relationships with customers and drivers to encourage repeat business and referrals.
Maintain high-quality repairs, minimize comebacks, and conduct periodic spot checks of completed work.
Stay informed about current and new equipment and tooling and recommend purchases.
Keep the shop and property clean, safe, and OSHA compliant.
Build relationships with community, vocational, and technical schools to support personnel recruitment.
Ensure proper care, storage, and inventory of special tools.
Keep customer service files accurate, up-to-date, and readily available.
Ensure customers and drivers are promptly greeted and given fair estimates of repair costs and timelines.
Handle customer and driver complaints promptly according to company guidelines.
Follow up with customers and drivers to confirm satisfaction with repair service and experience.
Maintain a safe work environment.
Complete tasks assigned by senior management.
Work a flexible schedule when needed, including weekends, evenings, and holidays.