Service Manager

CSM COMPANIES INC GROUP • Green Bay, WI

30d • Onsite

About The Position

The Service Manager role with Wisconsin Kenworth in Green Bay is responsible for the Branch Service department and its Diesel Technicians, including the efficient and profitable operation of the department while developing and maintaining a high level of overall customer satisfaction with the dealership.

Requirements

• Associate's degree (AA) in a technical field or comparable work experience
• Three to five years heavy-duty truck service or related experience
• Management skills to include strategic plan development, decision making abilities and program implementation
• Ability to demonstrate or display extensive product knowledge to customer and staff
• Must be highly organized, detail oriented and results driven
• Ability to prioritize and handle numerous tasks simultaneously
• Ability to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contacts
• Effective written and oral communication skills
• Ability to handle upset customers in a professional manner
• Good mathematical skills
• Basic computer skills, and knowledge of Windows
• Must maintain a valid Commercial Driver’s License (CDL)

Nice To Haves

• Supervisory experience preferred
• Supervisory skills to include the ability to coach, train and motivate subordinates to reach established department goals

Responsibilities

• Establishes strategic and operational goals and objectives for the Branch service department
• Establishes Service Department profit targets and ensures operational goals are met
• Fosters effective and timely communication between Service and all other Branch departments
• Communicates with vendors on product and warranty issues
• Overall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictate
• Establishes financial and operating objectives for the Branch service department in support of company's annual business planning process
• Prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as needed
• Provides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trends
• Evaluates Service Department's performance against target goals and standards, taking appropriate corrective action when needed
• Analyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditions
• Establishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendors
• Maintains good customer relations by addressing all customer concerns and mediating a solution between all parties involved
• Thorough knowledge of and compliance with manufacturer and vendor warranties and technical service procedures
• Follows up and collects vendor credits and allowances in a timely manner
• Interviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnel
• Ensures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as needed
• Oversees purchasing and acquisition of appropriate department tooling and equipment
• Ensures department is achieving acceptable productivity, efficiency and is adhering to company goals and policies
• Addresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plans
• Holds monthly shop meetings, foreman's meetings, and safety meetings to review policy, procedures, technical updates, customer issues, etc. Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basis
• Understands and complies with federal, state, and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programs
• Coordinates and implements Branch service advertising and service specials
• Maintains cleanliness of organization of shop and service office area
• Ensures overall upkeep of facility and grounds
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree