Service Manager

FleetPride•Memphis, TN

13d

About The Position

The Service Manager supervises and coordinates service operations and manages the overall performance of the Service Center, including its P&L, equipment, personnel administration, and work schedules. The role is responsible for meeting or exceeding annual EBITDA, sales budget, and inventory goals while fulfilling customers’ product and service expectations. The Service Manager oversees service functions and workspaces, directs work assignments and workflow, supports customers and employees with service and product knowledge, and coaches employees to improve performance. The role also manages work orders, invoices, quality checks, vendor relationships, workplace safety and cleanliness, employee training, and reporting on business unit performance. The position follows applicable industry standards, regulations, and laws and stays current on innovations and processes that may benefit the company.

Requirements

High school diploma or GED equivalent.
Computer literacy and proficiency with inventory catalogs and Microsoft and Google Docs software and programs.
Proven track record in service operations and customer service.
Ability to work under pressure and manage stressful situations.
Strong customer service and salesmanship skills.
Ability to manage a P&L.
Ability to calculate productivity.
Average oral and written communication skills.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Oversee all service functions and workspaces in the Service Center.
Delegate and direct service tasks, and monitor department workflows and the progress of current and pending work assignments.
Deliver customer service by providing knowledge and advice and responding to customer questions and concerns.
Coach employees to achieve high performance and manage Service Center costs and assets to meet financial targets.
Serve as the primary source of information on service, inventory, products, and work processes for employees and customers.
Manage and update work orders and invoices to ensure work quality, timeliness, and accurate invoicing.
Provide quality checks on work performed and invoice accuracy.
Communicate and maintain good relationships with vendor representatives, dealers, and subcontractors.
Maintain a safe and clean workspace.
Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency.
Follow applicable industry standards, regulations, and laws.
Help train new employees in company procedures, including safety and work processes.
Stay current on industry standards and innovations, materials, tools, and processes that can benefit the company.
Provide direction and oversight to employees and staff, and accurately report business unit performance as directed by senior management.