Service Manager

Lakeside International Trucks•Rockford, IL

104d•$90,000 - $110,000

About The Position

The Service Manager directs the daily activities of the Service Department to achieve profitability and growth while providing high-quality service that meets customer expectations, encourages repeat business, and attracts new business. The role supports business plan objectives through appropriate staffing, employee training and development, customer retention, and cost controls. The Service Manager oversees revenue and department operations, including financial objectives, customer relationships, safety, shop and facility upkeep, tooling, warranty compliance, and coordination with other departments. The role also leads staffing and employee development, maintains a positive workplace culture, and ensures employee concerns are handled professionally and promptly.

Requirements

Associate Arts degree in a technical field or at least 5 years of comparable work experience.
Strong understanding of service operation safety practices.
Experience with budget planning, delegation, decision making, and project management.
Experience training, coaching, and mentoring employees.
Detail-oriented and highly organized.
Ability to prioritize and multitask in a fast-paced environment.
Strong written and oral communication skills.
Have or obtain and maintain a commercial driver’s license (CDL).

Responsibilities

Oversee Service Department profitability and maintain high levels of customer satisfaction.
Meet the department’s financial and operating objectives in support of the company business plan.
Achieve the Service Department sales plan by meeting customers, collaborating with dealership sales teams and the Marketing Department, and developing referral business.
Engage customers and maintain positive relationships with key decision makers and influencers.
Lead the Service Department in achieving monthly business plan objectives.
Conduct weekly shop meetings covering KPIs, policies, procedures, technical updates, customer issues, and safety training and concerns.
Maintain a safe work environment, ensure employees follow company safety practices, and follow company protocol when an accident occurs.
Maintain cleanliness and organization of the shop and service office, and provide general upkeep of the dealership facility and grounds.
Address customer issues promptly, communicate effectively, and document issues as needed.
Ensure appropriate tooling is available and arrange prompt repairs or replacements.
Communicate effectively and promptly between departments and locations.
Ensure warranty procedures, repairs, and documentation comply with vendor warranty guidelines.
Address customer collection issues by working regularly with the Accounting Department.
Participate actively in monthly Service Manager meetings.
Maintain a positive workplace culture.
Meet regularly with employees and comply with the company’s annual and semi-annual employee 1:1 meeting process and target dates.
Evaluate employee skill levels and needs, and ensure dealer and OEM training requirements are met.
Lead Service Department staffing efforts and work regularly with Human Resources to source talent.
Participate in local recruiting events, engage local high schools and technical schools, and serve on school advisory boards as a subject matter expert.
Address employee concerns professionally and promptly.
Conduct safety audits and safety training, and ensure compliance with applicable State and Federal OSHA, MSHA, EPA, and DOT regulations.