Service Manager - Pacific, WA

Freightliner Northwest • Pacific, WA

8h • Onsite

About The Position

The Service Manager is responsible for the daily management of the Service Department, including cost controls, developing the vendor and customer sales base, customer satisfaction, and problem resolution. The role directly leads and coordinates technicians, with a strong focus on customer service, department efficiency, and profitability. The Service Manager also oversees staffing and training, safety, budgets, work quality, and operational reporting.

Gordon Truck Centers, Inc. (GTC) is a network of 19 dealerships serving commercial truck needs. The position is based in Pacific, Washington, and has a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m.; occasional off-hour shifts may be required for special events. The work is primarily indoors, with exposure to shop noise, moving mechanical parts, and vehicles. Physical demands include extensive computer and telephone use, standing, bending, stretching, and occasional lifting of 50 pounds or more. Personal protective equipment may be required in shop areas.

The base salary starts at $92,500, plus incentive, depending on experience. Benefits include healthcare, 401(k) options with company match, paid time off, paid holidays, education assistance, and other benefits described in the posting.

Requirements

• High school diploma, GED, or equivalent.
• Four years of repair shop experience as a technician.
• Two years of service department supervisory or shop foreman experience.
• Experience with business and management principles, including strategic planning, resource allocation, human resources, leadership, production methods, and coordination of people and resources.
• Strong leadership capabilities and the ability to build and maintain a team focused on business growth and quality service.
• Superior customer relations and problem-solving skills.
• Technical background and ability to communicate with technicians and customers about medium- and heavy-duty truck repairs.
• Demonstrated background in providing quality customer service.
• Excellent written and verbal communication skills; ability to lead and motivate others; and strength in conflict resolution.
• Comfort with computers.
• Ability to work in a fast-paced, high-stress environment.
• Valid driver's license.

Responsibilities

• Monitor service levels against organizational goals and take corrective action when needed.
• Develop and administer staff training schedules to meet organizational goals and dealer agreement requirements.
• Set work schedules, sequences, and assignments based on priorities, equipment needs, and employee skills.
• Develop, administer, and maintain regulatory and dealership safety standards.
• Inspect work areas, tools, and equipment; provide safety training; and address unsafe conditions or procedural violations.
• Promote and manage branch safety for employees, vendors, and customers; maintain applicable safety policies and investigate accidents and injuries, prepare findings, and take corrective action.
• Maintain a strong customer-satisfaction culture and address customer complaints.
• Monitor workloads and review employee performance, including conducting annual performance reviews.
• Hold ongoing staff meetings to address departmental operations.
• Requisition tools, equipment, replacement parts, and other supplies.
• Develop and maintain the departmental budget.
• Analyze departmental profit and loss reports and take corrective action to meet departmental standards.
• Develop shop policies and procedures and communicate them to personnel to ensure compliance.
• Provide department updates and requested reports to the leadership team.
• Participate in employee hiring and onboarding procedures.
• Promote a team-oriented department culture with a strong emphasis on service.

Benefits

• Healthcare plan, including medical, dental, vision, and prescription benefits for eligible employees.
• Basic group term life insurance.
• Employee assistance program (EAP).
• Health Savings Account (HSA) enrollment for eligible employees.
• Tuition reimbursement and education assistance.
• Traditional pre-tax and post-tax Roth 401(k) options, with a dollar-for-dollar company match up to 3% of income for qualifying employees.
• Paid vacation and personal time off (PTO).
• Six paid holidays.
• Profit sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED