Service Manager - Ridgefield, WA

Gordon Truck Centers•Ridgefield, WA

12d•Onsite

About The Position

Gordon Truck Centers, Inc. (GTC) is hiring a Service Manager in Ridgefield, Washington. The Service Manager is responsible for the daily management of the Service Department, including cost controls, building the vendor and customer sales base, customer satisfaction, and problem resolution. The position directly leads and coordinates technicians, with a strong focus on customer service, departmental efficiency, and profitability. GTC is a network of 19 dealerships serving medium- and heavy-duty commercial truck customers. Its dealership family sells, finances, insures, and services commercial trucks. The role includes overseeing service levels, staffing and training, safety, customer satisfaction, budgets, departmental operations, and reporting to leadership. The regular schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.; occasional off-hour shifts may be required for special events or other needs. The position is primarily indoors, with minimal outdoor work, and may involve high noise levels, moving mechanical parts, and vehicles. Physical activities include extensive keyboard and computer-screen use, telephone use, standing, bending, stretching, and lifting some items up to or beyond 50 pounds. Personal protective equipment may be required in shop areas. Compensation starts at $92,500 in base salary, plus incentive, depending on experience. Benefits include healthcare, retirement savings options with company matching for qualifying employees, paid time off, paid holidays, education assistance, and other benefits.

Requirements

High school diploma, GED, or equivalent.
At least 4 years of repair-shop experience as a technician.
At least 2 years of service-department supervisory or shop-foreman experience.
Experience in business and management, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
Strong leadership capabilities and the ability to build and maintain a team atmosphere focused on growing the business through 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.
Proven background providing quality customer service.
Excellent written and verbal communication skills; ability to lead and motivate others; strong conflict-resolution skills; and comfort using 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 measures as needed.
Develop and administer staff training schedules to meet organizational goals and dealer agreement requirements.
Determine work schedules, sequences, and assignments based on priorities, equipment quantities, and personnel skills.
Develop, administer, and maintain regulatory and dealership safety standards.
Inspect and monitor work areas, tools, and equipment; provide employee safety training to prevent, detect, and correct unsafe conditions or violations.
Promote and manage safety at the assigned branch, ensuring employees, vendors, and customers have a safe work environment.
Develop, adhere to, and manage applicable safety policies, procedures, and standards.
Investigate safety-related accidents and injuries, prepare findings reports, and take corrective measures as needed.
Maintain a strong customer-satisfaction culture and address customer complaints as needed.
Monitor staff workloads and regularly review employee work performance; conduct annual performance reviews.
Hold ongoing staff meetings to address departmental operations.
Requisition tools, equipment, replacement parts, and other materials and supplies.
Develop and maintain the departmental budget.
Analyze departmental profit-and-loss reports and initiate corrective actions to maintain departmental standards.
Develop shop policies and procedures and communicate them to shop personnel to ensure compliance.
Provide regular departmental updates and requested reports to the leadership team.
Participate in employee hiring and onboarding procedures.
Maintain a team-oriented departmental culture with a strong emphasis on service.

Benefits

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