HTC - Service Manager

HOLT Group•Temple, TX

19h•Onsite

About The Position

The Service Manager’s main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfaction, as well as positively contributes to the business performance and overall company profitability. The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Requirements

High school education or equivalent
Bachelor’s degree in business, management, technical, or related field or equivalent experience
1+ years of relevant work experience in a dealership position preferred
Further education in a relevant field
Currently maintains or can obtain Commercial Driver’s License (CDL)
Responsibilities include, but are not limited to recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
Frequently moves materials or equipment weighing up to 50 pounds
Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
Ascend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down ladders
Be able to safely maneuver and work underneath equipment
Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work

Nice To Haves

Business Acumen - Using an understanding of business issues, processes, and outcomes to maintain and enhance the business performance
People Management - Managing others to ensure their work contributes to organizational goals; Developing individuals, building teams, resolving conflicts, and applying company policies
Products and Services- Maintains an up to date understanding of International and IC Bus products and services necessary to perform duties and tasks Understands International products and services value proposition connected to processes and business
Resource Management- Planning, allocating, and mobilizing resources (human, physical, informational, and financial resources) to achieve organizational goals
Safety- Demonstrates understanding for importance of safety policies, procedures, and regulations; Creates and safeguards a safe and sustainable work environment for all employees
Using Information Technology- Using software and information technology to accomplish one's work

Responsibilities

Manage and plan the daily operations of the service department, working with and acting on deviations.
Lead and motivate the service department personnel.
Set routines for planning and following up on meetings.
Carry out pulse meetings.
Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation.
Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department.
Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration.
Monitor Dedicated Customer Service and Digital Dealer adoption and utilization, addressing any deviations.
Monitor and handle deviations, initiate proper actions and escalations.
Coordinate with the parts department to ensure parts availability, ensure service exchange, and warranty parts procedures are adhered to.
Manage the service department facilities.
Create and manage schedules and shifts.
Develop and manage customer relationships ensuring that customer’s needs are met, and services are developed to meet the future needs of the customer.
Build and maintain the right level of relationships with customer representatives.
Monitor the department’s processing of complaints and process major or complicated complaints.
Assist service department personnel and customers regarding technical issues.
Participate in meetings with key customers when required.
Increase service solutions sales by developing, maintaining, and communicating the services portfolio and solutions according to customer needs.
Market and communicate the International Service Solutions to existing and potential customers.
Coordinate and follow up of the Service Salesman activities if required by the reporting line.
Enable a team-based approach ensuring open and effective communication within the service department to achieve common business objectives.
Monitor the service department’s pricing and discounts to ensure that they meet the established levels.
Collaborate and coordinate with other dealership personnel to develop, maintain and communicate the service strategies and solutions.
Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.
Manage and analyze the service department’s running costs and expenses budget.
Regularly follow up on service business and financial results.
Set, monitor, maintain, and follow up on KPIs.
Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required.
Analyze current standards to identify and present opportunities for improvement of the service department.
Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals.
Review warranty performance and financial impacts, addressing any procedural or training opportunities.
Create and foster environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.
Protect the employee’s and company’s reputation by keeping information confidential.
Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm.
Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
Contribute to the business goals by accomplishing related results and participating on projects as needed.