Service Manager

HUNTER TRUCK SALES & SERVICE•Colchester, VT

8d•Onsite

About The Position

The Service Manager runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The role ensures technicians’ available time is consistently sold to service customers and oversees department performance, staffing, budgeting, customer service, training, compliance, safety, and facility upkeep. The position is based at Hunter Truck’s Colchester, Vermont location and is full-time, Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

Four to ten years of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively before groups of customers or employees.
Ability to perform arithmetic with whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and interpret bar graphs.
Ability to solve practical problems, work with concrete variables where standardization is limited, and interpret written, oral, diagrammed, or scheduled instructions.
Valid driver’s license and ability to meet company insurability standards.
Ability to meet the physical demands of regularly walking, frequently standing, occasionally stooping, kneeling, crouching, or crawling, and occasionally lifting or moving up to 50 pounds.
Vision abilities including close, distance, and color vision, peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Commercial Driver’s License; must meet company insurability standards.

Responsibilities

Forecast department goals and objectives and work to meet them.
Review technician performance and provide leadership and guidance.
Develop plans and programs to meet sales revenue and net profit goals established in the annual business plan.
Hire, train, motivate, counsel, and monitor service department staff.
Prepare and administer the service department’s annual operating budget.
Maintain reporting systems required by general management and attend managers’ meetings.
Monitor and control department performance using reports, tracking systems, and surveys.
Analyze market potential and penetration for service department capabilities.
Promote teamwork within the department and coordinate with other department heads.
Develop and implement a marketing plan to promote new and repeat business.
Keep current with and comply with applicable federal, state, and local regulations, including hazardous waste disposal and OSHA Right-to-Know requirements.
Ensure compliance with manufacturer warranty and policy procedures.
Account for department documents and ensure they are complete and processed correctly.
Hold monthly department meetings and direct and schedule employee activities.
Facilitate or conduct technical training and send employees to appropriate training schools as needed.
Monitor technician productivity reports and corresponding payroll records.
Follow up with the parts manager on parts orders to ensure availability.
Review and initial repair orders before sending them to the warranty department, monitoring sales and hours against expectations.
Build and maintain customer relationships to encourage repeat and referral business.
Inform repair technicians of time allowances for each repair order.
Maintain service repair quality and minimize comebacks; conduct periodic quality checks of completed jobs.
Keep abreast of available equipment and tools and recommend purchases.
Ensure work areas and the customer waiting area are clean.
Maintain relationships with vocational and technical schools to support recruitment.
Serve as liaison with factory representatives.
Ensure appropriate care, storage, and inventory of special tools.
Keep customer service files up to date and readily available.
Ensure customers are promptly greeted and given fair estimates of repair and maintenance costs and time.
Prepare pricing guides and maintenance menus for frequent labor operations.
Address customer complaints promptly in accordance with dealership guidelines.
Conduct 24-hour follow-up with customers to confirm satisfaction with their service experience.
Work with the General Manager to keep the facility in good working order.
Work with the Director of Service to accomplish assigned goals.
Maintain a safe work environment, professional appearance, and mandatory maintenance of 22% of open repair orders (work in process).
Promote workplace health and safety policies; conduct safety training and presentations as directed.
Inspect facilities, operations, equipment, and machinery for unsafe conditions and legal compliance.
Investigate accidents and incidents, identify causes, and recommend solutions or preventive measures.
Direct, coordinate, and evaluate the department and supervise 8–15 non-supervisory employees.
Carry out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, and resolving problems.