Service Manager

Pinnacle Trailer Sales, Inc.•Wilmington, NC

12d•Onsite

About The Position

The Service Manager leads the daily operations of the service department, coordinates trailer check-ins, and ensures effective communication between departments and customers. The role oversees workflow, supervises staff, manages resources, and ensures compliance with safety and company policies to support efficiency, profitability, and customer satisfaction. The position involves dispatching and scheduling service work; overseeing trailer workflow and inspections; managing work orders, repair estimates, customer communications, billing, warranty claims, and service records; coordinating with Parts and Sales; and ordering parts and supplies. The Service Manager also manages department expenses, leads staff selection and development, conducts meetings and training, and supports company advertising and vendor or management meetings. This is a full-time, exempt, on-site position at 1350 Cedar Hill Rd, Navassa, NC 28451. Pinnacle Trailer Sales, Inc. has operated in the semi-trailer industry for over 25 years, specializing in sales, parts, and service. The company describes a culture guided by Integrity, Respect, Listen, Duty, Teamwork, and Responsibility, and offers medical, dental, and vision insurance, plus company-paid life insurance and disability plans.

Requirements

5–7 years of supervisory or management experience in a service department; trailer or trucking industry experience preferred.
Management, Trailer/Truck Technology, or related experience preferred; equivalent combinations of education, training, and relevant work experience will be considered.
Valid driver’s license with a clean driving record required; CDL preferred but not mandatory.
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, including the ability to communicate technical information clearly.
Strong customer service orientation, professionalism, and diplomacy.
Technical knowledge of trailer/truck repair, maintenance processes, and service operations.
Proficiency with Microsoft Office Suite and service management systems.
Strong organizational and time-management skills, with 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 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, and pull objects up to 75 lbs.
Physical stamina to oversee daily operations on the service floor and trailer lot.

Nice To Haves

Management, Trailer/Truck Technology, or related experience.
Trailer or trucking industry experience.
CDL.
Experience with estimates, billing, warranty claims, and recall procedures.

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 timely, accurately, and safely.
Direct and monitor service activities for compliance with company policies, safety standards, and customer requirements.
Check in incoming trailers, take photos, and log stock details by email.
Inspect trailers for needed repairs and communicate findings.
Keep trailers on the lot organized in designated locations and update the trailer inventory board with locations 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 work is completed and the trailer is picked up.
Resolve customer concerns promptly and professionally while maintaining customer relationships and the company’s reputation.
Invoice trailer work, close purchase orders, and follow up on outstanding balances.
Maintain accurate billing, warranty claim, recall procedure, and service documentation records.
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 as necessary, considering 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.