Service Manager

Ascendance Truck Centers•Erie, PA

10d

About The Position

Ascendance Truck Centers is seeking a motivated, full-time Service Manager to lead its Service Department at a commercial truck sales and leasing dealership. The role directs service personnel, assigns work based on business needs, answers questions about current and future jobs, and manages department operations. Responsibilities include employee training, recruiting, interviewing, performance appraisals, and addressing discipline or termination matters; preparing and monitoring the annual budget; and assessing market conditions to develop strategies that meet customer, operational, and profitability objectives. The successful candidate will have comprehensive management experience and a track record of building a successful team and operation. The Service Manager is responsible for customer satisfaction and quality service, department goals and operational improvements, staffing and performance management, financial planning and cost control, and the efficient and profitable operation of the team. The role also includes providing technical assistance as needed and coordinating service with other departments. Post-high school education is preferred, and additional heavy-duty truck training is required. Equivalent combinations of education, training, or experience will be considered. A Class A or B commercial driver's license is required or must be obtained.

Requirements

3–5 years of management experience.
Experience in heavy-duty truck or engine repair and installation.
Ability to troubleshoot and diagnose service issues and resolve complaints.
Ability to listen, communicate effectively, and resolve conflict with customers, employees, and coworkers.
Experience in employee supervision and personnel administration, preferably in a service technician environment.
Ability to develop written estimates, quote bids, and schedule jobs.
Ability to read instructions, work orders, and specifications.
Excellent verbal and written communication skills.
Ability to operate computers and business applications.
Strong problem-solving skills.
Goal-oriented and results-focused.
Additional training in heavy-duty trucks.
Class A or B commercial driver's license, or willingness to obtain one.
A combination of education, training, or experience that provides the required knowledge, skills, and abilities will be considered.

Nice To Haves

Skills in welding, electrical, and hydraulic systems.
Post-high school education.

Responsibilities

Ensure customer satisfaction by maintaining high service standards.
Ensure quality work meets customer needs.
Perform duties necessary for the safe, efficient, and profitable operation of the Service Department, achieving sales objectives through development of a high-performing team.
Establish department goals and objectives, measure progress, analyze results, and make improvements as needed.
Recruit, orient, and train employees; counsel and discipline employees; and communicate job expectations.
Plan and review compensation actions.
Enforce policies and procedures.
Contribute information and analysis to functional strategic plans and reviews; implement production, productivity, quality, and customer-service standards; complete audits; determine system improvements; and implement change.
Meet department financial objectives by estimating requirements, preparing annual sales and service budgets, scheduling expenditures, analyzing variances, and initiating corrective actions.
Forecast and develop annual sales, service escalation, and maintenance revenue quotas, and project expected sales volume and profit for existing and new products.
Manage labor, materials, and other costs associated with Service team operations.
Develop and implement plans to improve efficiency and maximize the Service team's profitability.
Train and provide technical assistance to the service team as needed.
Coordinate service with other departments as needed.