Service Manager

Merritt Trailers, Inc. is family owned/operated and professionally managed. Merritt isnt just a place to work, its a place to contribute your talents and take pride in a job well done! With almost 70 years of representing the quality standard by which all livestock semi-trailers are judged, we know how to value each and every associate, empowering them to create and innovate solutions for our customers and community.

We are looking for strong, standout candidates, with the desire and motivation to elevate themselves and our organization. If you are passionate about making a difference and being part of an exceptional team that is shaping the future, we encourage you to apply today!

The Service Manager plays a critical role in ensuring Merritt Trailers delivers exceptional service experience, this position is responsible for leading the Service Department with a clear focus on operational excellence, customer satisfaction, and team development. By creating an environment where service technicians thrive and customer needs are prioritized, the Service Manager embodies Merritts commitment to quality, dependability, and livestock welfare.

The Service Manager works closely with customers to provide accurate, timely and transparent estimates, helping them understand their options while building trust and long-term relationships. This includes identifying additional services opportunities, recommending preventative maintenance, and ensuring all work is aligned with customers' expectations and budgets.

Additionally, the Service Manager is responsible for maintaining an organized and efficient shop schedule to maximize productivity and minimize downtime. By coordinating technician assignments, balancing workloads, and communicating clear timelines to both the team and customers. This role requires a blend of technical expertise, sales acumen, and organizational skill to achieve financial and operational success.

Customer Service Excellence (30%)

• Serve as the primary point of contact for customers, ensuring satisfaction and building trust.

• Implement processes to minimize service downtime and maximize quality of work.

• Address customer concerns promptly and effectively, promoting loyalty to Merritt Trailers.

• Handling customer complaints or concerns quickly and professionally

Operational Management (30%)

• Oversee daily service operations, ensuring all work orders are prioritized and completed efficiently.

• Sell service to customers with accurate and timely quotes.

• Provide insights and recommendations that will increase ticket value.

• Monitor shop workflow, resource allocation, and technician productivity.

• Conduct regular performance reviews with Tech Tier system and provide constructive feedback.

Team Leadership (20%)

• Recruit, mentor, and oversee service employee training.

• Foster a culture of collaboration, accountability, and pride in workmanship that aligns with company and branch core values.

• Address conflicts or challenges promptly and effectively to maintain a positive and productive work environment.

• Monitor team morale and take proactive steps to engage and inspire team members during peak workloads or challenging situations.

• Establish clear performance expectations and goals for team members, aligned with department objectives.

Collaboration and CRM Management (10%)

• Use CRM software to track customer interactions, manage opportunities, and ensure accurate records.

• Collaborate with service estimators, customer service teams, and branch management to ensure seamless service delivery.

• Provide detailed reports on service sales performance, customer insights, and market conditions to leadership.

• Monitor shop workflow by managing schedule using the Pipe drive project organizer.

Financial Accountability (10%)

• Prepare and manage the department budget, ensuring profitability.

• Generate service reports and analyze financial performance data to make informed decisions.

Core Values

Dedication (20%)

• Demonstrates commitment to achieving sales goals and exceeding customer expectations.

• Takes ownership of tasks and follows through to ensure success.

• Continuously seeks opportunities to improve processes and contribute to company growth.

Respect (20%)

• Treats all customers, coworkers, and stakeholders with professionalism and courtesy.

• Values divers perspectives and opinions to create a positive and inclusive work environment.

• Maintains a focus on constructive communication and conflict resolution.

Collaboration (20%)

• Works closely with internal teams to align on goals and ensure seamless delivery of products and services.

• Proactively shares insights and knowledge to benefit the team and organization.

• Builds strong partnerships with customers and coworkers, prioritizing team success.

Integrity (20%)

• Operates with honesty, transparency, and accountability in all interactions.

• Upholds Merritt Trailers reputation of adhering to ethical practices and policies.

• Makes decisions based on what is best for the customer and the organization.

Forward-Looking (20%)

• Analyzes market trends and anticipates customer needs to position Merritt Trailers for future success.

• Embraces innovation and change to improve performance and enhance offerings.

• Sets and works toward long-term goals that align with the companys vision.

• Education: Bachelors degree in business, mechanical, or related field (preferred).

• Experience: 2-4 years in service or business management, preferably in the transportation, agriculture, or commercial hauling industries.

• Skills: Strong communication, organizational and problem-solving abilities; proficiency with CRM tools.

• Other: Valid drivers license and reliable transportation; willingness to travel minimally for overnight events or training.