Service Manager

POSITION

Heavy Duty Truck Service Manager

REPORTS TO

General Manager

WHY BUILD A CAREER WITH US?

Work for a company that is locally-owned and operated by the same family since 1950. We treat our employees, suppliers and customers with respect, encouragement, concern, and understanding.

WORK/LIFE BALANCE

We are a family-owned business, so we know that family comes first—and no one can focus on work when things need attention at home. With our generous Paid Time Off plan, achieving an ideal balance makes managing personal responsibilities fully attainable. The Service Manager will serve a critical role in the leadership of the service department, profitability, and customer service.

JOB DESCRIPTION

Responsible for managing an efficient and profitable heavy-duty truck service department in accordance with dealer and manufacturer standards through achievement of assigned objectives for: customer satisfaction and retention, profit, cost controls, productive staffing, maintenance of accurate service records, and positive employee morale. Provide leadership, direction and support to staff in the repair and servicing of customer vehicles and equipment. Support increased efficiency and productivity, and serve as a liaison between the technician and the customer to ensure quality service, prompt response and follow-up. Promote new business by prospecting new customers.

CORE RESPONSIBILITIES

Demonstrate continuous effort to improve operations, reduce turnaround times, streamline work processes, and work cooperatively & jointly to provide quality seamless customer service. Oversee operations to close open repair orders for Company profitability. Ensure service employees are trained and become active participants in the customer repair process, and that the service department adheres to applicable local, state and federal regulations that affect service operations. Ensure ongoing development skills and certifications. Schedule meetings with mechanics on a consistent basis to assess performance and gage individual training needs. Make calls to conquest service customers to continue to develop and grow new business to the service department. Coordinate and direct the daily operational and support activities of the shop to ensure deadlines are met. Provide assistance to mechanics for complex repair or vehicle service requirements. Provide daily direction and communication to staff and act as a liaison between other internal departments, managers, and customers in the resolution of day-to-day administrative and operational problems. Improve efficiency and maintain a work environment that is conducive to high sales, exceptional customer service and profitability. Promote and maintain service department to be clean and organized, and ensure all team members are working in a safe manner. Communicate via phone and email in response to questions, problems and complaints and follow-up to ensure timely and accurate service. Ensure all service technicians are up-to-date with training and fully informed on current OEM service policies and procedures. Ensure warranty claims are properly documented and submitted in a timely manner. Maintain tool inventories and order new tools as needed. Perform related duties as requested to meet business requirements.

QUALIFICATIONS

High School Diploma or GED required. Valid NYS drivers' license free from major infractions required. Commercial Driver's License preferred. Minimum 6 years' experience as a Service Technician/Mechanic preferred. 5+ years industry management experience preferred - willing to train the right candidate.

KNOWLEDGE, SKILLS, ABILITIES

Computer proficiency including basic data entry and writing routine reports and correspondence. Excellent listening skills required to analyze and understand customer concerns. Ability to advise on mechanical issues. Ability to use appropriate power and hand-held tools and diagnostic equipment to repair, replace, and test equipment. Ability to interpret an extensive variety of operating and maintenance instructions including reading and interpreting safety regulations. Knowledge of electrical systems. Knowledge of planning and scheduling techniques. Some analytical ability to gather and summarize data, find solutions to various administrative problems, and prioritize work. Ability to work independently with minimum direction. Excellent communication skills required to promote positive interactions with customers and employees, verbally and in writing. Ability to resolve customer complaints and concerns. Ability to gather data, compile information, and prepare routine paperwork. Ability to understand directions and follow standard operating procedures. Detailed working knowledge of automotive safety standards and related regulations. Ability to visit customers to promote new business. Ability to promote continuous process improvement in Service Department. Salary is commensurate with experience Conway Beam Truck Group is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability or any protected class.

Job Type:

Full-time Pay:

$65,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Experience:

Customer Service:

5 years (Preferred)

License/Certification:

Driver's License (Required)

Work Location:

In person