Service Manager

Purpose:

The Service Manager is responsible for leading the daily operations of the service department to deliver exceptional customer service, safe and efficient shop performance, team development, and strong financial results. This role manages department personnel, supports operational planning, ensures compliance, and maintains high standards of quality, communication, and profitability.

Essential Duties and Responsibilities:

• Oversees daily operations of the service department, including workflow, scheduling, staffing, and departmental efficiency.
• Prepares and manages the annual budget, reviews daily performance reports, and identifies trends to improve profitability and operational performance.
• Supervises department personnel, including recruiting, hiring, scheduling work assignments, coaching, counseling, training, and performance management.
• Communicates service standards and maintains high levels of customer satisfaction by resolving concerns and building strong customer relationships.
• Coordinates safety meetings, promotes compliance with company policies and regulatory requirements, and ensures proper documentation is maintained.
• Monitors service department productivity, labor performance, and repair order activity to support timely, high-quality work.
• Works with leadership and staff to improve processes, support training initiatives, and maintain a positive team culture.
• Ensures audit findings, safety issues, and facility-related concerns are addressed and corrective actions are completed in a timely manner.
• Supports inventory control, vendor coordination, and equipment oversight as needed for departmental operations.
• Promotes continuous improvement, accountability, professionalism, and excellent communication throughout the department.

Supervisory Responsibilities:

Service Advisors, technicians, support staff, and other service department personnel as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Minimum of ten years of experience in the service department of the trucking industry is preferred. Technician experience is highly valued. An equivalent combination of leadership, operational, and customer service experience may be considered.

Knowledge and Skill Requirements:

• Leadership – Demonstrated ability to lead, motivate, coach, and develop employees effectively.
• Customer Service – Strong commitment to delivering excellent customer service and resolving issues professionally.
• Communication – Strong verbal and written communication skills with the ability to work effectively across teams.
• Operational Management – Ability to manage schedules, budgets, staffing, and departmental processes.
• Teamwork – Team-oriented mindset that promotes collaboration, accountability, and cooperation.
• Problem Solving – Proactive decision-making and sound judgment in addressing operational and personnel issues.
• Computer Proficiency – Ability to use business systems, reporting tools, and standard office software effectively.
• Compliance and Safety – Understanding of safety expectations, documentation standards, and regulatory compliance practices.

Benefits:

• Insurance benefits on the first of the month following 60 days
• 401(k) with match after 1 year
• Paid Time Off
• Paid training and certifications

Hours:

Mon through Thurs 7:30 – 5 pm and Friday  7:30 – 4 pm

Work Environment:

Work environment includes an office and service department setting with regular interaction in shop areas. Exposure may include noise, moving equipment, and other conditions typical of a heavy-duty truck service operation.

Physical Demands:

• Medium strength is frequently required, and heavy strength is occasionally required which includes:
  • Constant standing; Walking, climbing ladders, and balancing.
  • Lifting and carrying up to 50lbs; Pushing and pulling up to 100lbs
  • Lifting self onto raised surfaces, including into vehicles.
  • Stooping, kneeling, crawling, and crouching
  • Reaching and grasping; Working with arms above shoulder level

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.