A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Parma, OH Job Details $95,000 - $150,000 a year 21 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Life insurance Referral program Qualifications Managing maintenance teams Customer communication Vehicle mechanics for truck drivers Team leadership Metrics Reporting Auto service management High school diploma or GED Diesel truck repair Warranty issues management Management reporting Productivity software Business operations Automotive diagnostics General management Full Job Description The Service Manager is responsible for leading the daily operations of a full-service Freightliner dealership service department. This position ensures exceptional customer service, efficient shop operations, technician productivity, and profitability while maintaining the highest standards of safety, quality, and compliance. The Service Manager works closely with customers, technicians, parts, and sales departments to deliver timely and accurate repairs that maximize customer uptime. Key Responsibilities Oversee all day-to-day service department operations, including scheduling, workflow, and repair quality. Lead, coach, and develop service advisors, foremen, technicians, and support staff. Monitor shop productivity, efficiency, and technician utilization to achieve departmental goals. Ensure repairs are completed accurately, safely, and within promised timelines. Deliver outstanding customer service by resolving concerns promptly and maintaining strong customer relationships. Review repair orders for accuracy, warranty compliance, and proper documentation. Manage warranty administration in accordance with Freightliner and manufacturer guidelines. Collaborate with the Parts Department to ensure timely availability of parts for repairs. Develop and manage departmental budgets while controlling labor, overtime, and operating expenses. Track and improve key performance indicators (KPIs), including labor sales, gross profit, technician efficiency, comeback rate, customer satisfaction, and repair cycle time. Ensure compliance with OSHA regulations, environmental standards, dealership policies, and manufacturer requirements. Recruit, train, mentor, and evaluate service department employees. Conduct regular team meetings and performance reviews. Promote a positive, professional, and safety-focused work environment. Support 24/7 emergency service operations and fleet customer needs when required. Qualifications High school diploma or GED required; Associate's or bachelor's degree in business, Automotive, Diesel Technology, or related field preferred. Minimum of 5 years of heavy-duty truck service management experience, preferably in a Freightliner or OEM dealership environment. Strong knowledge of diesel engines, heavy-duty truck systems, diagnostics, and repair procedures. Experience managing technicians, service advisors, and shop operations. Excellent leadership, communication, organizational, and problem-solving skills. Proficiency with dealership management systems (DMS), service software, and Microsoft Office. Understanding of warranty administration and manufacturer policies. Valid driver's license with an acceptable driving record; CDL preferred but not required. Preferred Skills Freightliner dealership experience. Knowledge of DTNA warranty systems and service programs. Strong financial and business management skills. Ability to analyze reports and make data-driven operational decisions. Experience with continuous improvement initiatives and lean service processes. Key Performance Indicators (KPIs) Customer Satisfaction Index (CSI) Technician Productivity and Efficiency Labor Gross Profit Shop Throughput First-Time Fix Rate Comeback Percentage Warranty Recovery Departmental Revenue Growth Employee Retention Safety and OSHA Compliance Physical Requirements Ability to walk throughout the service facility daily. Occasional lifting of up to 50 pounds. Ability to work in a shop environment with varying temperatures, noise, and exposure to vehicle equipment.
Benefits:
401(k) 401(k) matching Health insurance Dental insurance Vision insurance Supplemental voluntary insurances available. Life Insurance is fully funded by the employer Employee assistance program Employee discount Paid time off Birthday day off Recognition for longevity Parental leave Referral program Health Club/Recreation Center membership reimbursements Employee Team Member Programs and more!
Required Education:
Bachelor's degree in Business Administration, Management, or a related field.
Required Experience:
Minimum of 5 years of experience in a service management role or similar position. Proven track record of successfully managing teams and improving service delivery. Experience in developing and implementing service strategies and processes. Familiarity with industry standards and best practices in service management.
Required Skills and Abilities:
Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to analyze service metrics and implement improvements. Proficiency in using service management software and tools. Strong problem-solving and decision-making abilities. Ability to work under pressure and manage multiple priorities. Customer-focused mindset with a commitment to delivering high-quality service.
