Retail Service Manager
novaeBoise (ID)
About the role
Lead a High-Performing Service TeamWe are seeking an experienced and customer-focused Retail Service Manager to lead the daily operations of our service department in Boise, Idaho. This role is responsible for overseeing trailer repair operations, managing customer relationships, driving service and parts sales, and ensuring every customer receives an exceptional experience from check-in through delivery. The ideal candidate combines strong leadership skills, operational excellence, sales ability, and a commitment to quality workmanship. If you thrive in a fast-paced environment and enjoy developing teams while delivering outstanding customer service, we'd like to hear from you.
What You'll Do:
- Service Operations
- Coordinate and schedule trailer repairs to ensure timely completion.
- Manage repair parts ordering and inventory to support efficient workflow.
- Tag, organize, move, and track trailers throughout the service process.
- Review and approve repair estimates for accuracy and profitability.
- Ensure all completed work meets company quality standards before customer delivery.
- Establish and maintain shop safety standards and procedures.
Customer Experience:
Serve as the primary point of contact for customers throughout the repair process.
Communicate repair status, timelines, and recommendations clearly and professionally.
Resolve customer concerns and escalated service issues promptly.
Build long-term customer relationships through exceptional service.
Sales & Performance:
Sell service work, maintenance programs, and parts to customers.
Drive department revenue and profitability.
Monitor key performance indicators including: labor sales, parts sales, gross profit, shop productivity, customer satisfaction, repair turnaround time.
Identify opportunities to improve operational efficiency and customer experience.
Leadership & Team Development:
Recruit, train, coach, and develop service department staff.
Conduct performance reviews and provide ongoing feedback.
Foster a positive, accountable, and high-performance culture.
Work collaboratively with sales and store personnel to support overall business objectives.
Qualifications:
Required 3+ years of management experience in service, retail, dealership, customer service, or related industry.
Demonstrated success leading teams and achieving performance goals.
Strong communication, customer service, and relationship-building skills.
Excellent organizational and multitasking abilities.
Experience with quoting repairs, scheduling work, and managing workflow.
Proficiency with Microsoft Office and business software systems.
Preferred:
Bachelor's degree in Business, Retail Management, or a related field.
Experience in the trailer, RV, automotive, powersports, or equipment dealership industry.
Knowledge of trailer repair processes, service operations, and parts management.
Bilingual in English and Spanish preferred.
Proven sales and profit management experience.
Benefits: We offer a competitive compensation package including:
- Medical, Dental, and Vision Insurance 401(k) with Company MatchPaid Time OffEmployee Assistance Program
- Life Insurance
- Disability Insurance
- Career Growth Opportunities
- Ongoing Training and Development
Join Our TeamIf you're a customer-focused leader who can drive service excellence, develop people, and grow department revenue, we encourage you to apply today.
Before you apply
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