Service Manager
The Service Manager is responsible for overseeing the daily operations of the service department, ensuring efficient workflow, high-quality repairs, and exceptional customer satisfaction. This role leads service advisors, technicians, and support staff while driving productivity, profitability, safety compliance, and continuous improvement within the service operation.
Key Responsibilities
Department Leadership & Operations
- Supervise all service department personnel; evaluate performance and implement corrective actions when necessary.
- Manage day-to-day operations, including maintenance and repair of medium- and heavy-duty commercial diesel trucks.
- Hire, train, and develop technicians and support staff, ensuring appropriate certifications are maintained.
- Ensure compliance with DTNA service requirements and safety regulations (OSHA, environmental, hazardous waste).
- Conduct and participate in team and safety meetings to align goals and foster communication.
- Maintain a safe, organized, and efficient shop environment.
Financial Management
- Prepare, monitor, and adjust annual business plans and budgets as needed.
- Drive departmental profitability by selling labor and parts to meet targets.
- Review monthly financials, productivity, and efficiency reports; make adjustments to meet goals.
- Oversee Work in Process (WIP) and expedite repair completions.
- Assist with collections of past-due invoices when necessary.
Sales & Customer Relations
- Build and maintain strong relationships with customers, ensuring satisfaction and handling complaints with professionalism.
- Communicate repair progress and updates through phone, email, or in person.
- Promote additional service opportunities and collaborate with sales and parts departments to support cross-selling efforts.
- Understand the local market, customer base, vendors, and competition to identify growth opportunities.
Technical Oversight
- Assist technicians with diagnosing and repairing complex issues.
- Troubleshoot, inspect, and road test vehicles to ensure quality and accuracy of work performed.
- Review repair orders and ensure all documentation is accurate, complete, and compliant with warranty/vendor guidelines.
- Monitor warranty claims, warranty recovery, and administer policy adjustments in the best interest of customers and the company.
Core Focus
- Service department leadership and operational excellence
- Customer satisfaction and quality service delivery
- Team development, productivity, and safety compliance
Qualifications
- Proven track record of meeting and exceeding departmental goals.
- Minimum of 5–7 years of automotive or diesel truck service management experience.
- Strong understanding of service processes, warranty administration, and customer service best practices
- Strong technical knowledge of diesel engines (Detroit, Cummins, Cat experience preferred).
- Proficiency in service management software and basic computer applications
- Valid driver’s license with a clean Motor Vehicle Report (MVR).
- Excellent leadership, communication, and problem-solving skills.
- Strong work ethic, positive attitude, and commitment to customer satisfaction.
Service Standards & Expectations
- Deliver consistent, high-quality service experiences for customers
- Maintain professionalism, integrity, and accountability in all interactions
- Promote a safety-first culture and ensure adherence to all policies and procedures
- Foster teamwork, communication, and continuous improvement
Success in This Role Looks Like
- Efficient shop operations with strong productivity and minimal delays
- High customer satisfaction scores and repeat business
- A well-trained, engaged, and accountable service team
- Consistent compliance with safety, warranty, and company standards
Work Environment
- Office and service shop environment
- Frequent interaction with technicians, customers, parts staff, and leadership
- Exposure to shop noise, equipment, and vehicle movement
Physical & Other Requirements
- Ability to stand and walk throughout the shop as needed
- Ability to lift up to 25–50 lbs. occasionally
- Ability to work flexible hours, including occasional overtime or weekends
- Reliable attendance and punctuality required
Compensation & Benefits
- Competitive compensation package with monthly performance bonus incentives.
- Benefits include medical, dental, vision, 401(k), paid time off, and other company-sponsored benefits
Equal Employment Opportunity Statement
Berman is an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, in accordance with applicable federal, state, and local laws. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.
Disclaimer
This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may change based on business needs.
Job Type: Full-time
Base Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Application Question(s):
- Do you have Management Experience?
- Do you have Diesel Service experience?
- Is there anything in your background that would prevent you from performing the duties of this position or meeting company policies?
Work Location: In person
