Service Manager-Hermiston, OR

Northwest Equipment Sales Inc•Hermiston, OR

1d•$70,000 - $100,000

About The Position

The Service Manager runs an efficient and profitable service department by managing staffing, customer retention, cost controls, departmental objectives, and service records. The role ensures that technicians’ available time is consistently sold to service customers. This is a full-time position at a heavy-duty truck and trailer dealership representing Mack, Volvo, Kalmar Ottawa, and Cummins. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Compensation is listed as $100,000–$70,000 salary plus commission, depending on experience, knowledge, and skill level. The manager oversees department operations, including budgeting, staffing, training, scheduling, performance monitoring, compliance, warranty procedures, customer service, repair quality, and coordination with other departments and factory representatives.

Responsibilities

Forecast department goals and objectives and work to achieve them.
Hire, train, motivate, counsel, and monitor service department staff.
Prepare and administer the service department’s annual operating budget.
Maintain reporting systems required by general management and the factory.
Attend managers’ meetings.
Monitor and control department performance using reports, tracking systems, and surveys.
Promote teamwork within the department and with other departments.
Develop and implement marketing plans to promote new and repeat business.
Keep informed about and ensure compliance with regulations affecting service operations, including hazardous waste disposal and OSHA Right-to-Know requirements.
Ensure compliance with manufacturer warranty and policy procedures.
Account for documents and ensure they are complete and processed correctly.
Hold weekly department meetings.
Direct and schedule department employees’ activities.
Facilitate or conduct technical training and send employees to training schools as needed.
Monitor technicians’ daily productivity reports and related payroll records.
Follow up on parts orders with the parts manager to ensure parts availability.
Review and initial repair orders before submitting them to the warranty department, monitoring sales and hours against expectations.
Build and maintain customer relationships to encourage repeat and referral business.
Inform repair technicians of time allowances for each repair order.
Maintain repair quality, minimize comebacks, and spot-check completed work.
Stay informed about available equipment and tools and recommend purchases.
Ensure work areas and the customer waiting area are clean.
Maintain relationships with vocational and technical schools to support recruitment.
Serve as liaison with factory representatives.
Ensure proper care, storage, and inventory of special tools.
Keep customers’ service files up to date and readily available.
Ensure customers are greeted promptly and receive fair estimates of repair and maintenance costs and timing.
Prepare pricing guides and maintenance menus for frequent labor operations.
Handle customer complaints promptly according to dealership guidelines.
Follow up with customers within 24 hours to confirm satisfaction with the service experience.
Maintain a safe work environment and a professional appearance.