Service Manager

Lakeside International Trucks•Madison, WI

13d

About The Position

The Service Manager oversees the daily operations of the Service Department to achieve profitability, productivity, and growth goals. This role ensures the delivery of high-quality service that meets customer expectations, drives repeat business and enhances the dealership’s reputation within the commercial trucking industry. Success is achieved through strong leadership in staffing, training and development, workflow management, customer retention, cost control, and consistent execution of the dealership’s business plan.

Requirements

Apply business acumen to understand operations and drive improved service performance and profitability.
Lead and develop individuals and teams by aligning performance with goals, resolving conflicts, and ensuring policy adherence.
Maintain up-to-date knowledge of International Motors and IC Bus products to effectively support customer needs and business processes.
Plan, allocate, and manage resources—human, physical, informational, and financial—to achieve organizational objectives.
Uphold safety and health standards by following policies to ensure a safe, compliant, and sustainable work environment.
Communicate openly and respectfully with stakeholders, fostering dialogue, building consensus, and promoting clear interactions.
Deliver service excellence through ongoing engagement, expert guidance, and promoting a culture of accountability.
Inspire and energize teams by fostering purpose, resilience, and a drive for excellence.
Resolve complex issues by guiding root cause analysis and coaching for lasting solutions.
Associate degree in a technical field or at least 5 years of relevant service operations experience.
Strong knowledge of service department safety practices, including responsibility for audits, safety training, and compliance with OSHA, MSHA, EPA, and DOT regulations.
Proven experience in budget planning, delegation, sound decision-making, and project management.
Demonstrated ability to train, coach, and mentor employees at all levels.
Highly organized and detail-oriented, with strong follow-through.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Excellent written and verbal communication skills.
Ability to obtain and maintain a Commercial Driver’s License (CDL).

Responsibilities

Oversee daily service department operations by leading staff, managing schedules, ensuring workflow efficiency, maintaining shop standards, monitoring tool and equipment condition, enforcing parts and warranty procedures, and addressing deviations through proper action and escalation.
Build and manage strong customer relationships by addressing current and future service needs, resolving complex complaints, supporting technical issue resolution, and representing the department in customer interactions and meetings.
Drive service solution sales by developing and promoting the service portfolio, aligning offerings with customer needs, coordinating sales activities, ensuring effective team communication, monitoring pricing strategies, and collaborating across departments to support business objectives.
Manage service department performance by monitoring budgets, KPIs, and operational targets; analyzing financials and warranty data; ensuring regulatory compliance; and driving continuous improvement initiatives to achieve business goals.
Foster a collaborative, inclusive, and accountable team culture by promoting professional development, maintaining confidentiality, encouraging continuous learning, and leading by example to support departmental and organizational goals.