Service Manager

Job Description

Job Description

Service Manager

Reports To: Service Director

A Service Manager is responsible for overseeing the daily operations of the service department, managing a team of service advisors and technicians, ensuring high-quality repairs and customer service, and driving the profitability of the service department. This role requires strong leadership, organizational skills, and a deep understanding of commercial truck repair and maintenance.

Here’s a detailed job description for a Service Manager :

Job Summary: The Service Manager is responsible for managing the service department, ensuring that all repair and maintenance services are completed to the highest standards of quality and customer satisfaction. The Service Manager will lead a team of service advisors, technicians, and support staff, oversee service operations, monitor department performance, and ensure profitability while adhering to dealership policies and industry regulations.

1. Team Leadership and Supervision:

   • Lead, motivate, and manage a team of service advisors, technicians, and service department staff.

   • Ensure all team members are properly trained, equipped, and follow safety and service standards.

   • Delegate work and responsibilities among the team, ensuring all staff are performing their duties effectively.

   • Conduct regular performance reviews, set goals, and offer coaching and feedback to improve team performance.

2. Customer Service and Relations:

   • Oversee customer service operations within the service department to ensure high levels of satisfaction.

   • Resolve customer complaints and issues in a timely, professional manner.

   • Maintain positive relationships with key customers, ensuring repeat business and customer loyalty.

   • Develop strategies to enhance customer retention and satisfaction.

3. Operational Management:

   • Oversee day-to-day operations of the service department, ensuring efficiency and quality of service.

   • Ensure that all service orders are properly managed and processed, from intake to completion.

   • Manage service scheduling and workload distribution to avoid delays or overbooked schedules.

   • Ensure adherence to manufacturer guidelines and dealership standards in all repairs and services.

4. Financial and Budget Management:

   • Develop and manage the service department’s budget, ensuring profitability.

   • Monitor and report on department performance, including revenue, costs, and labor productivity.

   • Set pricing strategies for services and repairs to ensure competitive pricing while maintaining profitability.

   • Work with parts and sales departments to drive sales of additional services, parts, and accessories.

5. Service Department Inventory and Parts Management:

   • Collaborate with the parts department to ensure proper inventory management for parts and supplies needed for repairs.

   • Monitor parts usage to control costs, reduce waste, and ensure that parts are available for timely repairs.

   • Ensure that all parts and labor are properly billed, and that inventory levels are maintained according to demand.

6. Quality Control and Safety:

   • Monitor the quality of service provided by the technicians, ensuring all repairs and services meet dealership and manufacturer standards.

   • Oversee the inspection process to ensure that every truck is inspected thoroughly before delivery to customers.

   • Ensure that safety standards are followed in the service department to protect both employees and customers.

7. Process Improvement:

   • Continuously evaluate and improve service department processes to increase efficiency and customer satisfaction.

   • Identify areas for improvement, including workflow, communication, and technology, and implement changes accordingly.

   • Ensure the service department is equipped with the necessary tools, equipment, and technology to perform at a high level.

8. Reporting and Documentation:

   • Prepare and maintain reports related to the service department’s performance, including financial reports, customer satisfaction surveys, and technician productivity.

   • Ensure that all necessary documentation, including work orders, customer records, and service histories, is accurately completed and stored.

   • Ensure compliance with all legal, safety, and environmental regulations.

9. Training and Development:

   • Identify training needs for the service team and arrange for continuous education on new products, technologies, and industry standards.

   • Stay updated with the latest trends and developments in commercial truck service and repair.

   • Support career development within the service department by offering opportunities for certification and training.

10. Collaboration with Sales and Marketing:

    • Work closely with the sales department to identify service-related sales opportunities and promotional strategies.

    • Assist in marketing efforts, particularly related to service specials, maintenance packages, and repair promotions.

• Previous experience as a Service Manager or similar customer-facing role (commercial truck, automotive, or heavy equipment industry preferred)

• Knowledge of medium and heavy-duty vehicle systems and common repair procedures

• Strong computer skills, including proficiency in DMS and OEM service platforms (experience with Procede or similar systems preferred)

• Excellent communication, organizational, and time management skills

• Ability to multitask and manage multiple repair orders efficiently

• Customer-first attitude with attention to accuracy and professionalism

• Team player who thrives in a fast-paced, results-driven environment

• Valid driver’s license and acceptable driving record

• Ability to lift up to 25 pounds and perform moderate physical activity in a shop setting

• Frequent standing, walking, and light bending around service areas

• Must be comfortable working in an environment with moderate noise and vehicle movement

• Must wear required personal protective equipment (PPE) when in the shop area

At White’s International Trucks, we take pride in investing in our people. Full-time employees enjoy a comprehensive benefits package including:

• Medical, Dental, and Vision Insurance (multiple plan options)

• Health Savings Account (HSA) with company contribution

• Flexible Spending Account (FSA) options

• 401(k) with Company Match – 50% match up to 6% of contributions

• Company-Paid Basic Life Insurance with AD&D coverage

• Short- and Long-Term Disability Plans available for purchase

• Optional Supplemental Insurance (Critical Illness, Accident, Hospital Indemnity, additional Life coverage)

• Paid Vacation, Sick Leave, and Holidays

• Uniforms Provided and annual boot reimbursement if applicable

• Opportunities for career advancement within our Service and Operations teams

• Team-oriented, family-driven culture built on integrity, growth, and customer satisfaction