Service Manager

Allegiance Truck Centers•North Franklin, CT

13d•Onsite

About The Position

The Service Manager will be responsible for the day-to-day management of a service department that maintains and repairs a fleet of commercial medium and heavy-duty diesel trucks, including Pierce Fire Trucks. The focus will be on maximizing vehicle uptime while minimizing overall fleet maintenance and repair costs. This role involves overseeing a staff of diesel technicians and administrative staff, managing service requests for commercial truck leasing customers with urgency and professionalism, and developing and managing relationships with vendors and customers. The Service Manager will also assist the management team in preparing an Annual Business Plan and Budget, and ensure Navistar Diamond Edge & Prestige Service Standards are met. Additionally, the role requires a full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396), implementing procedures to keep customers in compliance, staying current with regulatory changes, monitoring CSA Vehicle Basic scores, and managing maintenance file documentation. The Service Manager will also develop, communicate, and enforce safety policies, and ensure facility compliance with safety and environmental standards. Customer relations are key, with a focus on creating and maintaining positive relationships, achieving a minimum 90% Customer Retention Rate, and investigating and resolving customer issues. Financial oversight includes reviewing monthly financial results, implementing and monitoring shop productivity measures, creating a safe and customer-focused shop environment, developing service training, and assisting with invoice collection. All customer, employee, and vendor issues must be handled professionally.

Requirements

Consistent track record of successfully meeting and exceeding sales goals.
Minimum high school diploma or GED equivalent required.
Minimum 5-7 years of automotive/trucking management experience.
Valid driver's license and satisfactory Motor Vehicle Report (MVR).

Responsibilities

Day to day management of a service department that maintains and repairs a fleet of commercial medium and heavy-duty diesel trucks, including Pierce Fire Trucks.
Focus on maximizing uptime of every vehicle while minimizing overall fleet maintenance and repair costs.
Oversees a staff of diesel technicians and administrative staff.
Able to recognize warranty failures, warranty claims and process of warranty recovery.
Manage service requests of commercial truck leasing customers with urgency and professionalism.
Develop and manage relationships with vendors and customers.
Assist management team in preparing an Annual Business Plan and Budget.
Responsible for ensuring Navistar Diamond Edge & Prestige Service Standards are met.
Assist with other projects as needed.
Have full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396).
Implement procedures as necessary to keep Idealease and contracted customers in compliance with regulations.
Stay current with changes in the regulations.
Monitor and manage satisfactory CSA Vehicle Basic scores for all customers.
Inventory and manage process to keep maintenance file documentation of customer and company vehicles in accordance with the U.S. Federal Motor Carrier Safety Regulations (CFR 396).
Develop, communicate, and enforce established company safety policies and procedures.
Certify all technicians for U.S. DOT Annual Inspections, brake inspections, and other maintenance procedures in accordance with the corresponding regulations.
Work with corporate Facilities Manager to ensure facility maintains compliance with local and federal safety and environmental standards.
Create and maintain positive relationships with all customers.
Maintain minimum 90% Customer Retention Rate.
Investigate and establish course of action for customer maintenance issues and problems.
Review and compare monthly financial results against the business plan and initiate any corrective action as necessary.
Implement and monitor shop productivity measures.
Create shop environment that assures cleanliness, safety, and customer focus.
Develop, implement, and promote service training.
Assist in collection of past due invoices as needed.
Handle all customer, employee, and vendor issues in a professional and courteous manner.