Service Manager (Trucking Industry)
Bakersfield, CA
Summary:
Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records.
Job Responsibilities:
- Forecasts goals and objectives for the department and strives to meet them.
- Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
- Prepare, and hold quarterly performance check ins with all service department staff on a quarterly basis.
- Approves vacation and sick requests and drafts disciplinary write-ups for time reporting violations.
- Prepares and administers an annual operating budget for the service department.
- Maintains reporting systems required by general management and the factory.
- Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
- Strives for harmony and teamwork within the department and with all other departments.
- Develops and implements a marketing plan which promotes new and repeat business.
- Understands, keeps abreast of and compiles with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-know, etc.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Accounts for all documents; ensures that none are missing, and all are processed correctly.
- Directs and schedules the activities of all department employees.
- Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
- Monitors technicians’ daily productivity reports and corresponding payroll records.
- Monitors and follows up on parts orders with the parts manager to ensure availability.
- Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
- Establishes and maintains good working relationships with customers to encourage repeat and referral business.
- Informs repair technicians of time allowances on each repair order.
- Maintains high-quality service repairs and minimizes comebacks.
- Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Renews, maintains, and ensures shop software programs are kept up to date.
- Ensures that the work areas and customer waiting area are kept clean.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Serves as a liaison with factory representatives.
- Ensures the proper care, storage, and inventory of special tools.
- Ensures that customers’ service files are up-to-date and readily available for reference.
- Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
- Prepares pricing guides and maintenance menus for frequent labor operations. Handles customer complaints immediately and according to the dealership's guidelines.
- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
- Safeguards information system assets by identifying abnormalities, reporting suspicious activity and/or content, and contributing to the resolution of cyber security problems.
- Maintains a safe work environment.
- Maintains a professional appearance.
- Holds weekly department meetings.
- Completes company trainings as needed.
- Attends manager meetings.
- Performs other duties as assigned.
Qualifications:
- Two to four years related experience.
- Bachelor's degree
- Valid Drivers License
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Relocation assistance
- Vision insurance
