Service Manager Jobs

About The Position

Requirements

• Proven dealership experience in a management role.
• Strong mechanic experience with comprehensive mechanical knowledge.
• Excellent customer service skills.
• Ability to lead a team effectively.
• Experience in truck repair and maintenance.

Nice To Haves

• Skills in upselling and sales are advantageous.
• Basic cash handling skills are preferred but not essential.

Responsibilities

• Manage and plan the daily operations of the service department, including working with and acting on deviations.
• Lead and motivate the service department personnel.
• Set routines for planning and following up on meetings.
• Carry out pulse meetings.
• Verify efficient flow of authorized work in the service shop, ensuring quality and documentation.
• Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department.
• Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration.
• Monitor Dedicated Customer Service and My International Dealer adoption and utilization, addressing any deviations.
• Monitor and handle deviations, initiate proper actions and escalations.
• Coordinate with the parts department to ensure parts availability and adherence to service exchange and warranty parts procedures.
• Manage the service department facilities.
• Create and manage schedules and shifts.
• Develop and manage customer relationships, ensuring customer needs are met and services are developed for future needs.
• Build and maintain appropriate relationships with customer representatives.
• Monitor the department’s processing of complaints and handle major or complicated complaints.
• Assist service department personnel and customers regarding technical issues.
• Participate in meetings with key customers when required.
• Develop the service business by following up on budget, results, and operational targets, and taking measures to achieve set targets.
• Manage and analyze the service department’s running costs and expenses budget.
• Regularly follow up on service business and financial results.
• Set, monitor, maintain, and follow up on KPIs.
• Ensure compliance for all applicable licenses for the service department, including renewals and emerging license and certifications.
• Analyze current standards to identify and present opportunities for improvement of the service department.
• Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals.
• Review warranty performance and financial impacts, addressing any procedural or training opportunities.
• Create and foster an environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.
• Protect the employee’s and company’s reputation by keeping information confidential.
• Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm.
• Facilitate and encourage the team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
• Contribute to the business goals by accomplishing related results and participating on projects as needed.