Service Manager Royal Truck & Utility Trailer - 3.2 Grand Rapids, MI Job Details Full-time From $100,000 a year 21 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off On-the-job training Vision insurance 401(k) matching Qualifications Vendor relationship building Service writing Computer operation Teamwork Team leadership Auto service management Fleet management Pneumatic systems Computer skills Hydraulics Staffing management General management Full Job Description Location Grand Rapids, MI Reports To General Manager Company Overview Royal Truck & Utility Trailer has proudly served the Midwest since 1970. As a third-generation, family-owned business, Royal is one of the region's leading suppliers of new and pre-owned trailers, heavy-duty truck and trailer parts, and repair services. Royal's Grand Rapids facility primarily focuses on Truck upfitting; installing a wide range of truck equipment such as Van & Reefer bodies, dump bodies, service cranes, tool boxes, custom lighting, shelving, liftgates, etc. We take pride in our employee-first culture, offering a supportive environment that values growth, collaboration, and accountability. Through structured development programs, on-the-job training, and mentorship, Royal helps employees grow professionally while maintaining work-life balance and a strong sense of community. Position Summary The Service Manager is responsible for overseeing all service department operations at the Grand Rapids location, including customer service, technician supervision, workflow management, safety compliance, and financial performance. This role ensures highest-quality custom truck-equipment installation and repair services while meeting company standards, safety requirements, and profitability goals. Key Responsibilities Service Operations & Leadership Manage daily operations of the service department, including scheduling, work orders, and job prioritization Supervise, coach, and evaluate service technicians and service advisors Ensure timely and accurate completion of repairs, inspections, and invoicing Resolve customer concerns professionally and escalate issues as needed Customer Service Serve as the primary escalation point for service-related customer issues Maintain strong relationships with fleet customers, vendors, and internal teams Ensure estimates, approvals, and invoices are accurate and communicated clearly Safety & Compliance Enforce company safety policies, OSHA requirements, and shop safety standards Ensure technicians are properly trained, certified, and compliant with DOT and company procedures Participate in safety meetings, audits, and corrective action processes Financial & Performance Management Monitor service department KPIs including labor efficiency, productivity, comeback rates, and profitability Control labor costs, parts usage, and overtime within budget expectations Assist with forecasting, staffing needs, and performance improvement initiatives Administrative & Coordination Ensure accurate documentation of work orders, inspections, and service records Coordinate with Parts, Sales, and Operations teams to support overall branch performance Support HR processes such as onboarding, training, performance management, and disciplinary actions in coordination with HR Qualifications Required 5+ years of experience in service management or lead technician role, preferably in trucks, heavy equipment, trailers, or fleet service Strong understanding of truck electrical, pneumatic and hydraulic functions Strong leadership and people-management skills Working knowledge of shop operations, labor management, and safety practices Ability to handle customer issues professionally and decisively Proficiency with service management systems and basic computer applications Preferred Prior supervisory or management experience in a multi-technician environment Familiarity with OSHA, DOT, and workplace safety requirements Physical & Work Requirements Ability to work in a shop environment with exposure to noise, equipment, and shop conditions Occasional physical activity such as walking the shop floor or inspecting equipment Benefits Competitive salary• based on experience Comprehensive medical, dental, and vision insurance 401(k) plan with company match Paid time off and company holidays •Compensation consists of a competitive base salary, with additional earning potential through incentives and commission.

Pay:

From $100,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): How many years' experience do you have working in a heavy-duty truck shop?

Work Location:

In person