Service Manager - Pacific, WA

Freightliner Northwest•Pacific, WA

2d•$92,500 - $140,000•Onsite

About The Position

The Service Manager is responsible for the daily management of the Service Department, including cost controls, developing the vendor and customer sales base, customer satisfaction, and problem resolution. The role directly leads and coordinates technicians, with a strong focus on customer service, departmental efficiency, and profitability. Gordon Truck Centers, Inc. (GTC) is a network of 19 dealerships selling, financing, insuring, and servicing commercial trucks for medium- and heavy-duty applications. The position is based in Pacific, Washington, and is salaried with a monthly incentive. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.; off-hour shifts may occasionally be required, including for special events. The work is primarily indoors, with minimal outdoor time. The employee may encounter high noise levels, moving mechanical parts, and vehicles. The job involves extensive keyboard and computer-screen use and telephone use, as well as standing, bending, and stretching. Some lifting of 50 pounds or more may be required, and personal protective equipment may be required in shop areas.

Requirements

High school diploma, GED, or equivalent.
Four years of repair-shop experience as a technician.
Two years of service-department supervisory or shop foreman experience.
Experience in business and management, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
Strong leadership capabilities and 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 ability to communicate with technicians and customers about repairs to heavy- and medium-duty trucks.
Demonstrated ability to provide quality customer service.
Excellent written and verbal communication skills; ability to lead and motivate others; and strong conflict-resolution skills.
Comfort using computers.
Ability to work in a fast-paced, high-stress environment.
Valid driver’s license.
Ability to perform extensive keyboard and computer-screen work and use a telephone; stand, bend, and stretch; and lift up to or beyond 50 pounds as needed.
Ability to work in shop areas where personal protective equipment may be required.

Responsibilities

Monitor service levels against organizational goals and take corrective measures when needed.
Develop and administer staff training schedules to meet organizational goals and dealer agreement requirements.
Set work schedules, sequences, and assignments according to priorities, equipment volume, and personnel skills.
Develop, administer, and maintain regulatory and dealership safety standards.
Inspect and monitor work areas, tools, and equipment; provide safety training to prevent, detect, and correct unsafe conditions or violations.
Promote and manage branch safety, ensuring a safe environment for employees, vendors, and customers; manage applicable safety policies, procedures, and standards.
Investigate safety-related accidents and injuries, prepare findings reports, and take corrective measures as needed.
Maintain a culture and initiatives focused on exceptional customer satisfaction, and address customer complaints.
Monitor staff workloads and regularly review employee performance; conduct annual performance reviews.
Hold ongoing staff meetings to address departmental operations.
Requisition materials and supplies, including tools, equipment, and replacement parts.
Develop and maintain the departmental budget.
Analyze departmental profit and loss reports and initiate corrective action to maintain departmental standards.
Develop shop policies and procedures and communicate them to shop personnel to ensure compliance.
Provide regular departmental updates and requested reports to the leadership team.
Participate in employee hiring and onboarding procedures.
Promote a team-oriented departmental 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).
Health Savings Account (HSA) enrollment for eligible employees.
Tuition reimbursement.
Profit sharing.
Traditional pre-tax and post-tax Roth 401(k) options.
Dollar-for-dollar 401(k) match up to 3% of income for qualifying employees.
Paid vacation and personal time off (PTO).
Six paid holidays.
Monthly incentive.