Service Manager (Hiring Immediately)

Key Relationships: The Service Manager reports directly to the Director of Service. The Service Manager will communicate & be accountable to the Parts Manager, Truck Sales Team, Lease & Rental Team, Director of Service and General Manager as his/hers course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs. The Service Manager will work closely with other parts counter personnel, coordinating with them the various aspects of warranty claims submission requirements. The Service Manager works closely with the Assistant Service Manager, Service Writer, and Warranty Management team when coordinating repair order processing to maximize repair order recovery and minimize delays in completing the repairs and completing the warranty claims process.

Main Responsibilities: Maintain the flow of communication internally and externally through the use of the SMARTLINQ Service Management platform. Get repair orders closed within 2 days of repair completion. Conduct daily 'tailgate' meetings with the assistant service managers, service writers & service technicians to coordinate repairs and address problems. Meet with technicians at start of shift to review status of repairs in process and the expectation for the repairs regarding hours invested and completion time estimation. Promote excellent customer service as measured by complaints and CSI reports. Assure the shop has trained/certified technicians for all OEMs represented. Maintain technician proficiency standards as outlined by the company and report results to technicians weekly and at the end of the month. Maintain a clean, professional shop environment. Actively engage and lead the safety program in the department. Assist the warranty manager, when needed to maintain current warranty receivables. Work with the credit department to assure customer creditability for repairs performed and to assure COD policies are adhered to. Make regular customer visits. Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc.

Qualifications: Knowledge, Skill and Ability to:

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manual.
• Reviews routine reports and communicates necessary action plans with the staff.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimalsAnalyze operational and administrative problems, evaluate alternatives and reach sound decisions with the support of upper management as needed.
• Plan, assign, supervise review and evaluate the work of others
• Train staff in work
• Organize, prioritize and delegate work and coordinate multiple activities to meet critical time restraints due to customer demand.
• Use initiative and sound independent judgement within general policy guidelines.
• Research, compile and summarize a variety of informational materials.
• Use computers, preferably in a PC, Windows-based operating
• Define problems, collect data, establish facts, and draw valid conclusions for long term resolution.
• Interpret an extensive variety of technical instructions in mathematical or diagram.
• Willingness to work on weekends, evenings and holidays. Willingness to attend occasional offsite training or conference.
• Willingness to attend occasional offsite training or conference.

Working Conditions: Work mainly takes place in an office/retail environment. Noise level is low to moderate.