Service Manager - Ridgefield, WA

Freightliner Northwest•Ridgefield, WA

4h•Onsite

About The Position

The Service Manager is responsible for the daily management of the Service Department, including cost controls, building vendor and customer sales, customer satisfaction, and problem resolution. The role directly leads and coordinates technicians, with a strong focus on customer service, department efficiency, and profitability. Gordon Truck Centers, Inc. (GTC) operates a network of 19 dealerships selling, financing, insuring, and servicing commercial trucks for medium- and heavy-duty applications. The position is based in Ridgefield, Washington, and works 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 role is primarily indoors, with minimal outdoor work, and involves a high noise level near operating departments as well as exposure to moving mechanical parts and vehicles. Physical demands include extensive keyboard and computer-screen use, telephone use, standing, bending, stretching, and lifting up to or beyond 50 pounds. Personal protective equipment may be required in shop areas. The starting base salary is $92,500, plus incentive, and is based on experience. GTC offers eligible employees healthcare coverage, retirement savings plans with company matching, paid time off, paid holidays, education assistance, tuition reimbursement, profit sharing, basic group term life insurance, an employee assistance program, and access to a Health Savings Account.

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 with business and management principles, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
Strong leadership ability and the ability to build and maintain a team atmosphere focused on business growth and quality service.
Superior customer-relations and problem-solving skills.
Technical background and the ability to discuss medium- and heavy-duty truck repairs with technicians and customers.
Proven ability to provide quality customer service.
Excellent written and verbal communication skills; ability to lead and motivate others and resolve conflicts.
Comfort with 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 action as needed.
Develop and administer staff training schedules to meet organizational goals and dealer-agreement requirements.
Determine work schedules, sequences, and assignments based on priority, equipment volume, and personnel skills.
Develop, administer, and maintain regulatory and dealership safety standards.
Inspect work areas, tools, and equipment; provide safety training to prevent, identify, and correct unsafe conditions or rule violations.
Promote and manage branch safety, maintain a safe environment for employees, vendors, and customers, and manage applicable safety policies and procedures.
Investigate safety-related accidents and injuries, prepare findings reports, and take corrective action as needed.
Maintain a strong customer-satisfaction culture and address customer complaints.
Monitor staff workload and performance, and 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 profit-and-loss reports and take corrective action to maintain departmental standards.
Develop shop policies and procedures and communicate them to personnel to ensure compliance.
Provide department updates and requested reports to the leadership team.
Participate in employee hiring and onboarding procedures.
Foster a team-oriented department 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 401(k) matching up to 3% of income for qualifying employees.
Paid vacation and personal time off (PTO).
Six paid holidays.