Service Manager

Thermo King Northeast•Saugus, MA

About The Position

Thermo King Northeast is hiring a full-time Service Manager for its operation in Saugus, Massachusetts. This hands-on leadership role oversees the service department’s people, customers, workflow, and financial performance. The Service Manager develops the team, drives productivity and profitability, maintains high-quality workmanship, and delivers an excellent customer experience.

Requirements

At least 5 years of experience in commercial vehicle, diesel, fleet, dealership, heavy-duty truck, bus, transport refrigeration, or a related service operation.
At least 2 years of supervisory or leadership experience.
Strong understanding of service operations, shop workflow, and technician performance.
Working knowledge of revenue, gross profit, productivity, proficiency, and expense management.
Comfort using service management systems and standard business applications.
Strong leadership, communication, customer service, and problem-solving skills.
Ability to facilitate relationships with customers, manufacturers, vendors, and suppliers.
Strong verbal and written communication skills.
Ability to lift, carry, push, or pull up to 75 pounds occasionally; bend, kneel, and reach as needed; get on and off a creeper at floor level; and work outdoors in all weather conditions.

Nice To Haves

ASE certification, manufacturer certifications, and/or a CDL.

Responsibilities

Lead daily service operations, including staffing, scheduling, workflow, and repair priorities.
Coach, develop, and hold technicians and service support staff accountable for performance.
Recruit, onboard, train, and develop employees, and identify advancement opportunities.
Monitor service revenue, labor gross profit, productivity, proficiency, work in progress (WIP), overtime, and expenses.
Ensure repair quality, timely completion, accurate documentation, and customer satisfaction.
Oversee estimates, repair orders, customer authorizations, invoicing, and warranty processes.
Work with Parts to improve workflow, parts availability, and vehicle turnaround time.
Build customer relationships and resolve concerns promptly and professionally.
Maintain a safe, professional, organized, and accountable work environment.
Partner with Parts, Sales, Warranty, and other departments to support customers and business objectives.
Develop personal leadership, communication, financial, and operational skills while helping develop future leaders.