Service Manager

Hunter Truck•Colchester, VT

12d•$75,000 - $95,000•Onsite

About The Position

The Service Manager runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The role ensures that technicians’ available time is consistently sold to service customers and is responsible for the overall direction, coordination, and evaluation of the department, including direct supervision of 8–15 employees. The manager oversees department performance, budgets, staffing, training, customer service, warranty procedures, regulatory compliance, workplace safety, and relationships with other departments, customers, manufacturers, and technical schools. This is a full-time position at Hunter Truck’s Colchester, Vermont location, scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. The listed pay range is $75,000–$95,000 per year.

Requirements

Four to ten years of related experience and/or training, or an equivalent combination of education and experience.
Valid driver’s license and ability to meet company insurability standards.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively before groups of customers or employees.
Ability to perform arithmetic with whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and interpret bar graphs.
Ability to solve practical problems involving variables and limited standardization and interpret written, oral, diagrammed, or scheduled instructions.
Ability to meet the physical demands of the role, including regularly walking, frequently standing, occasional stooping, kneeling, crouching, or crawling, and occasionally lifting or moving up to 50 pounds.
Required vision abilities include close, distance, color, peripheral, and depth vision and the ability to adjust focus.

Nice To Haves

Commercial driver’s license, subject to company insurability standards.

Responsibilities

Forecast department goals and objectives and work to achieve them.
Review technician performance results and provide leadership and guidance.
Create and use plans to achieve sales revenue and net profit goals established in the annual business plan.
Hire, train, motivate, counsel, and monitor service department staff.
Prepare and administer the department’s annual operating budget.
Maintain reporting systems required by general management and attend managers’ meetings.
Monitor department performance using reports, tracking systems, and surveys.
Analyze market potential and penetration for service department capabilities.
Promote teamwork within the department and coordinate with other department heads.
Develop and implement a marketing plan that promotes new and repeat business.
Keep current with and comply with applicable federal, state, and local regulations affecting service operations.
Ensure compliance with manufacturer warranty and policy procedures.
Account for department documents and ensure they are processed correctly.
Hold monthly department meetings and direct and schedule employee activities.
Facilitate or conduct technical training and send employees to appropriate training schools as needed.
Monitor technician productivity reports and related payroll records.
Follow up on parts orders with the parts manager to ensure availability.
Review and initial repair orders before submitting them to the warranty department, monitoring sales and hours against expectations.
Build customer relationships to encourage repeat and referral business.
Inform repair technicians of time allowances for repair orders.
Maintain repair quality, minimize comebacks, and spot-check completed work.
Keep abreast of available equipment and tools and recommend purchases.
Ensure work areas and customer waiting areas are clean.
Maintain relationships with vocational and technical schools to support recruiting.
Serve as liaison with factory representatives.
Ensure proper care, storage, and inventory of special tools.
Keep customers’ service files current and accessible.
Ensure customers are promptly greeted and receive fair repair and maintenance estimates for cost and time.
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 their service experience.
Work with the General Manager to keep the facility in good working order and interface with the Director of Service to accomplish assigned goals.
Maintain a safe work environment and professional appearance.
Maintain the required 22% of open repair orders as work in process.
Promote workplace health and safety policies, conduct safety training and presentations as directed, inspect facilities and equipment for unsafe conditions and legal compliance, and investigate accidents or incidents to identify causes and recommend solutions.
Carry out supervisory duties under company policies and applicable laws, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, and resolving problems.