The Service Manager’s primary function is to oversee the day-to-day operations of the service department and ensure that customer vehicles are diagnosed, repaired, and completed accurately, efficiently, and in a timely manner. The Service Manager is responsible for coordinating technicians, Service Writers, Parts personnel, and other shop employees to maintain an efficient workflow and provide exceptional customer service. The Service Manager will review repair orders, estimates, inspections, and technician recommendations to ensure that repairs are properly diagnosed, accurately documented, and completed according to company and industry standards.

The ideal candidate for this position has prior experience in diesel repair, heavy-duty truck or fleet maintenance, automotive service management, or a related field. The candidate should have strong leadership and organizational skills, excellent communication abilities, and a solid understanding of diesel vehicle systems and proper repair procedures. The Service Manager must be able to effectively prioritize multiple repairs, resolve problems, make sound decisions, and maintain a professional relationship with customers, employees, vendors, and management.

The Service Manager will use Shopmonkey to monitor repair orders, estimates, inspections, technician assignments, and job progress. The Service Manager may also use various third-party billing and fleet management systems (e.g., QuickBooks, Holman, and other customer-specific systems), Excel for tracking and reporting, and Google Chat for internal communication.

Job Requirements

Education: High school diploma or equivalent (GED) required. Technical training, certifications, or further education in diesel technology, automotive technology, business administration, or a related field is a plus.
Experience: Proven experience in diesel repair, heavy-duty truck repair, fleet maintenance, automotive service, or a related industry. Previous experience in a supervisory or service management role is highly desirable.
Technical Knowledge: Strong understanding of diesel engines, heavy-duty vehicles, preventive maintenance, diagnostics, repair procedures, and general vehicle systems. Ability to understand technician recommendations, evaluate repair needs, and assist in determining appropriate repair procedures and priorities.
Leadership Skills: Ability to lead, supervise, and motivate technicians and service department personnel. Establish clear expectations, provide direction, monitor performance, and address issues professionally and appropriately.
Organizational Skills: Strong organizational skills with exceptional attention to detail. Ability to manage multiple repair orders, technicians, customers, parts orders, and deadlines simultaneously in a fast-paced environment.
Communication Skills: Excellent verbal and written communication skills. Ability to communicate professionally and effectively with customers, technicians, Service Writers, Parts personnel, management, vendors, fleet representatives, and other business partners.
Customer Service: Provide exceptional customer service throughout the repair process. Ability to explain technical issues and recommended repairs in a clear and understandable manner while maintaining professionalism when handling customer concerns or complaints.
Computer Skills: Proficient in using common office software, including Microsoft Office, Google Chrome, Excel, and Google Chat. Familiarity with automotive and fleet management software such as Shopmonkey, Mitchell, QuickBooks, Holman, and other third-party systems is highly desirable.
Workflow Management: Ability to effectively prioritize and distribute work among technicians based on skill level, workload, repair urgency, parts availability, and customer requirements. Monitor repair progress and identify potential delays before they impact customers.
Problem-Solving: Strong problem-solving and decision-making skills. Ability to identify issues, evaluate possible solutions, make informed decisions, and resolve problems affecting customers, technicians, parts, or shop operations.
Quality Control: Ensure that repairs are completed correctly and according to company standards and manufacturer recommendations. Review completed work, inspections, and technician notes and address concerns or incomplete repairs before vehicles are released.
Time Management: Ability to establish realistic repair timelines, monitor job progress, and ensure repairs are completed as efficiently as possible without sacrificing quality or safety.
Adaptability: Ability to adapt to a fast-paced and changing work environment. Demonstrated ability to remain calm and effective under pressure while managing competing priorities and unexpected repair issues.
Team Player: Strong collaboration and interpersonal skills. Willingness to work closely with the Service Writers, Parts Manager, Administrator, technicians, Safety Coordinator, and other team members to achieve common goals.
Attention to Detail: Meticulous attention to detail to ensure accuracy in repair orders, estimates, technician notes, parts orders, inspections, invoices, and other service documentation.
Safety and Compliance: Uphold and enforce the company's safety protocols to ensure a secure and hazard-free environment for employees and customers. Ensure technicians and other employees follow established safety procedures and comply with applicable regulations and industry standards.
Parts Coordination: Work closely with the parts ordering staff and Administrator to ensure required parts and materials are identified, ordered, received, and available when needed. Verify that parts requirements are communicated accurately to prevent unnecessary repair delays.
Industry Knowledge: Stay current with diesel technology, heavy-duty vehicle systems, repair procedures, manufacturer recommendations, industry standards, and applicable regulations. Use this knowledge to improve shop operations and provide guidance to the service and repair team.

Responsibilities

Oversee the daily operations and workflow of the service department.
Assign repair orders and jobs to technicians based on experience, skill level, workload, and job requirements.
Monitor technician workload and repair progress throughout the day by tracking and documenting tech hours and daily production.
Ensure vehicles are diagnosed and repaired accurately and efficiently.
Review technician inspections, diagnostic findings, repair recommendations, and repair notes.
Review estimates and repair orders for accuracy and completeness.
Assist Service Writers with technical questions, repair recommendations, customer concerns, and difficult service situations.
Communicate with customers regarding required repairs, repair status, estimated completion times, and additional work discovered during the repair process.
Approve or assist with approval of repairs in accordance with company procedures and customer authorization requirements.
Monitor repair timelines and communicate delays or changes to customers and management.
Coordinate with the parts ordering personnel and Administrator to ensure parts are ordered and available when required.
Verify that parts and materials needed for repairs are properly identified and communicated to the parts department.
Work with Service Writers to ensure repair orders contain accurate customer and vehicle information.
Ensure technician notes and inspection results are properly documented in Shopmonkey.
Monitor open repair orders and follow up on jobs that are delayed, waiting for parts, awaiting authorization, or otherwise unable to proceed.
Review completed repairs to ensure work has been performed correctly before vehicles are released.
Address comeback repairs, customer complaints, and quality-control issues promptly.
Assist technicians with difficult diagnostic or repair concerns when appropriate.
Provide leadership, direction, and support to technicians and service department personnel.
Monitor technician productivity, efficiency, quality, and overall performance by running daily and weekly reports.
Provide coaching and training to employees as needed.
Communicate performance concerns to management and assist with employee evaluations and corrective actions when necessary.
Ensure technicians and service personnel follow company policies, procedures, and safety requirements.
Assist with maintaining a clean, organized, and professional service area.
Coordinate with the Service Writers regarding vehicle drop-offs, pick-ups, customer updates, and scheduling needs.
Communicate daily with the Administrator and/or management regarding shop activity, staffing, vehicle status, customer concerns, and operational issues.
Assist with warranty claims, warranty documentation, and interpretation of warranty requirements as needed.
Assist with fleet account requirements, third-party billing systems, and customer-specific repair procedures.
Assist with the maintenance and updating of spreadsheets used to track vehicles, repairs, services, productivity, and other shop information.
Assist with Safety Coordinator duties and ensure safety concerns are communicated and addressed promptly.
Identify opportunities to improve workflow, productivity, customer service, and overall shop efficiency.
Help develop and maintain standard operating procedures for the service department.
Maintain effective communication between the service, parts, administrative, and repair departments.
Ensure customer vehicles and company property are handled responsibly and professionally.
Maintain confidentiality of customer, employee, and company information.
Perform various other tasks or duties as requested or assigned by management.

Pay: From $60,000.00 per year

Benefits:

401(k)
AD&D insurance
Dental insurance
Health insurance
Life insurance
Paid time off

Experience:

SERVICE MANAGEMENT: 5 years (Required)

Work Location: In person

Bonafide Truck Repair

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