What are the responsibilities and job description for the Service Manager position at Kenworth Sales?
Are you looking for an opportunity to join an industry leader with a strong foundation of success? Kenworth Sales Company was recently awarded the 2020 Dealer of the Year award and after 75 years of consistent excellence, we are still growing! We have recently joined forces with Truck Enterprises, Inc. and now span 10 states across the country and boast 31 locations with over 1200 employees. We have exciting career opportunities available today in most of our locations. We are always looking for highly motivated individuals with a passion for helping our customers build the kind of success that Kenworth knows so well.
JOB SUMMARY
The primary functions of the service manager is to supervise the day-to-day operation of the service department at a profit, including handling customers, local and national fleet accounts, maintain and train qualified technicians and support staff.
DUTIES AND RESPONSIBILITIES
1. Supervise all service department personnel, review and analyze performance results and take any necessary corrective action to improve performance and increase profits. Develop and implement business plans on a yearly basis to grow the business, make adjustments to the plan dictated by current conditions. Ensure quality work is being performed to customers’ expectation levels.
2. Hire, train, orientate, and certify the appropriate amount of technicians, and other support personnel in various areas of expertise. Maintain productivity and efficiency reports; make necessary adjustments to achieve departmental goals. Counsel employees and do periodic performance reviews within company guidelines.
3. Sell labor and parts to achieve profit targets determined in business plan. Know the local market potential, customers, vendors, and competition.
4. Assure that all paperwork, repair orders and supporting documents are accurate and complete and maintained in a secure fashion.
5. Maintain all necessary records relating to government regulations, OSHA, hazardous waste removal, and environmental policies / procedures.
6. Keep service department, tool room, break areas, and storage lot, clean and free of any safety hazards.
7. Plan, initiate, and participate in weekly, monthly, quarterly team meetings and safety meetings.
8. Assist technicians in diagnosis of customer mechanical problems, recommend and sell appropriate repairs, stay on top of work in process, keep customers informed of any delays and progress in person, by phone or email. Road test and inspect vehicles upon completion.
9. Maintain superior customer relations; handle any customer complaints with courtesy and professionalism in an expeditious manner.
10. Follow factory and vendor warranty policies, guidelines and procedures. Administer any policy adjustments in the best interest of the customer and Kenworth Sales Company.
11. Solicit additional service business by phone and personal contact on a regular basis. Develop and foster a relationship with the outside parts and service salesperson if applicable.
12. Must be able to work in harmony with other department and corporate managers.
13. Responsible for insuring proper payments are received before releasing vehicles to customers, and timely submission of warranty claims and collection.
QUALIFICATIONS
Ability to read, write and comprehend English instructions and information
High school diploma or equivalent is required, college degree or technical certifications is desired
Minimum 5 years working experience in a Heavy Duty, Truck Repair Facility or Dealership with 5 years in a supervisory role preferred
Must have a working knowledge of current heavy duty truck repair methods and diagnostic procedures
Excellent written and verbal communication skills, along with strong analytical skills, computer literacy and proficiency with basic computer software programs and experience reading financial statements
Must have a professional personal appearance
Current and clean CDL is preferred
WORKING CONDITIONS
Part of this position is physically demanding. May lift parts weighing up to 50 pounds. Will stoop, kneel, crouch, crawl, reach, handle and feel. Will be exposed to noise, vibration, dust, exhaust fumes, paint, and other hazardous and nonhazardous materials. Must climb in and out of customer's vehicles to record information and road drive. The other part of this position will require desk work, including use of computer video monitor, telephone, ten-key calculator and completing paperwork. Must wear a dealership uniform.
BENEFITS
We offer a full benefits package with retirement and paid life insurance. Also includes vacation time, sick days and paid holidays.
Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color religion, sex, national origin, disability or protected veteran status.
