Service Manager

Pinnacle Trailer Sales•Wilmington, NC

12d•Onsite

About The Position

The Service Manager leads the daily operations of Pinnacle Trailer Sales, Inc.’s service department. The role coordinates trailer check-ins, workflow, staff, and resources while ensuring clear communication across departments and with customers. The Service Manager is responsible for efficient and profitable operations, customer satisfaction, and compliance with safety standards and company policies. The position is based on-site at 1350 Cedar Hill Rd, Navassa, NC 28451, and reports to the Operations Manager and/or COO. Pinnacle Trailer Sales, Inc. has served the semi-trailer industry for over 25 years, specializing in sales, parts, and service. The company describes its culture as guided by Integrity, Respect, Listen, Duty, Teamwork, and Responsibility, and emphasizes professionalism, collaboration, quality, reliability, and innovation.

Requirements

5–7 years of supervisory or management experience in a service department; trailer or trucking industry experience is preferred.
A valid driver’s license with a clean driving record is required.
Familiarity with OSHA and safety compliance requirements.
Strong leadership and supervisory skills, including the ability to coach, mentor, and motivate a team.
Excellent verbal and written communication skills and the ability to explain technical information clearly.
Strong customer service orientation, professionalism, and diplomacy.
Technical knowledge of trailer or truck repair, maintenance processes, and service operations.
Proficiency with Microsoft Office Suite and service management systems.
Strong organizational and time-management skills, including the ability to prioritize tasks.
Problem-solving and decision-making abilities in a fast-paced environment.
Ability to interpret policies, procedures, warranty documents, and compliance standards.
Ability to regularly talk, hear, and use hands to handle tools, equipment, or paperwork; occasionally stand, walk, sit, climb, balance, stoop, kneel, crouch, or crawl; and occasionally lift, carry, push, or pull objects up to 75 pounds.
Physical stamina to oversee daily operations on the service floor and trailer lot.

Nice To Haves

Education or experience in management, trailer/truck technology, or a related field is preferred.
Trailer or trucking industry experience is preferred.
A CDL is preferred but not mandatory.
Experience with estimates, billing, warranty claims, and recall procedures is a plus.
An equivalent combination of education, training, and relevant work experience will be considered.

Responsibilities

Dispatch, schedule, and coordinate service work to maximize manpower, equipment, and shop efficiency.
Oversee trailer workflow in the shop to ensure work is completed accurately, safely, and on time.
Direct and monitor service activities for compliance with company policies, safety standards, and customer requirements.
Check in incoming trailers, take photos, and email logged stock details.
Inspect trailers for needed repairs and communicate findings.
Keep trailers organized in designated locations on the lot and update the trailer inventory board daily.
Maintain the service area, equipment, and tools in good condition and compliant with OSHA and company requirements.
Create and manage work orders for service customers and stock trailers.
Quote trailer repairs and estimate repair costs for customers, insurance adjusters, and internal projects.
Communicate trailer status clearly and courteously to service customers, and follow up after service work is completed and trailers are picked up.
Resolve customer concerns promptly and professionally and maintain customer relationships and the company’s reputation.
Invoice trailer work, close purchase orders, and follow up on outstanding balances.
Maintain accurate billing, warranty, recall, and service documentation.
Collaborate with Parts and Sales to coordinate work and support cross-departmental needs.
Assist the Parts department with accurate quotes and follow up on service-related part orders.
Order parts and supplies with attention to cost and delivery time.
Assume Parts Manager responsibilities when that manager is absent.
Manage service department expenses to achieve profitability goals.
Lead service personnel through selection, training, performance reviews, and professional development.
Conduct daily service meetings and ongoing training to maintain skills and compliance.
Support advertising efforts and represent the company at vendor training and management meetings.
Perform additional projects and duties as assigned.