Service Manager

New York Bus Sales•Batavia, NY

60d•$70,000 - $95,000•Onsite

About The Position

As a Service Manager, you will play a pivotal role in ensuring the seamless delivery of top-notch service to our customers. You will be responsible for overseeing and coordinating the day-to-day operations of our Service Department, with a keen focus on customer satisfaction and operational efficiency. The Service Manager develops procedures for performance for a variety of duties; or performs complex duties within established policy guidelines. Most assignments are completed independently.

Requirements

Minimum of 3 years experience in an automotive/truck shop environment.
Proven experience in a service management role
Strong leadership and team management skills.
Excellent interpersonal and communication skills.
Problem-solving abilities and a proactive approach to challenges.
Familiarity with relevant technology and tools in the service industry.

Nice To Haves

High school diploma or equivalent preferred.
NYS CDL, Class B driver's license with Passenger Transport and Air Brake endorsements preferred.
Cummins and Propane Certifications preferred.

Responsibilities

Lead and inspire a team of service professionals to deliver exceptional customer service. Provide guidance, support, and training to ensure high performance and job satisfaction.
Cultivate and maintain strong relationships with clients, understanding their needs and expectations. Act as the primary point of contact for service-related inquiries and concerns.
Implement and optimize service processes to enhance efficiency and effectiveness. Monitor key performance indicators and implement improvements as needed to meet or exceed service level agreements.
Address and resolve customer issues promptly and effectively. Collaborate with cross-functional teams to identify root causes and implement preventive measures.
Ensure that service delivery consistently meets or exceeds quality standards. Implement and monitor quality assurance programs to identify areas for improvement.
Effectively allocate resources, including personnel and equipment, to meet service demands. Maintain inventory levels and coordinate procurement as necessary.
Generate and analyze service performance reports. Provide regular updates to management on key metrics, trends, and areas for improvement.
Organize, direct, and perform repair work that meets the service schedule.
Coordinate activities with DOT and other departments or vendors requiring joint services.
Train assigned employees.
Work with the Parts department to ensure a timely turnaround of parts that are needed for jobs.
Understand and comply with Federal, State, and local regulations that may affect the assigned shop operation.
Minimal Travel to other NYBS facilities, customer locations, seminars, and workshops to perform duties.
Perform other duties as assigned.
Has sufficient skill and knowledge of each job task and can sufficiently train new and existing employees.
Ability to understand oral and written instructions to sufficiently guide and/or communicate with supervisors, employees, vendors, and consultants.
Ability to successfully perform the job tasks when needed so that service commitments are made.
Ability to move throughout the facility to observe job performance and adherence to company policies.
Perform numeric calculations sufficient for estimating labor time and material cost for estimates or for completing company documents such as work orders.
Make good business decisions in accordance with established procedures and policies.
Ability to work independently, plan, and meet reporting deadlines while accomplishing the goals of the position with little direct supervision.
Maintain a shop where equipment, materials, and supplies are maintained, stored, and used properly.