What are the responsibilities and job description for the Service Department Director position at Vanguard Truck Centers?
Job Title: Heavy Duty Truck Service Manager
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Vanguard Truck Centers is seeking a highly skilled and experienced Service Manager to lead our service department in consistently meeting or exceeding customer expectations.
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Mission Statement:
- To protect our integrity first
- To promote ingenuity and challenge everything
- To develop people
- To pursue excellence
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SUMMARY:
The ideal candidate will have 5 years of experience in a heavy duty truck dealership as an Assistant Manager or Manager. This role requires strong leadership skills, excellent communication abilities, and a commitment to delivering exceptional customer service.
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Essential Duties:
- Forecast goals and objectives for the department and strive to meet them
- Hire, train, motivate, counsel, and monitor the performance of all service department staff
- Produce and maintain reports required by GM and Service Director as well as the OE provider
- Attend managers meetings and hold regular meetings with department staff
- Monitor and control the performance of the department using appropriate reports, tracking systems, and customer surveys
- Strive to maintain a strong culture of harmony and teamwork both interdepartmentally as well as with all other departments
- Understand, keep abreast of, and comply with federal, state, and local regulations such as hazardous waste disposal, OSHA, CSA, Right-to-Know, etc.
- Understand and ensure compliance with manufacturer warranty and policy procedures
- Account for all documents; ensure that none are missing and all are processed correctly
- Directs and schedules the activities of all department employees
- Facilitates and/or conducts job specific training and sends employees to appropriate training schools as needed
- Monitors technicians' daily productivity reports and corresponding payroll records
- Monitors and follows up on critical parts orders with the parts manager to ensure availability
- Establishes and maintains good working relationships with customers to encourage repeat and referral business
- Maintains high-quality service repairs and minimizes comebacks
- Maintains a process for periodic spot checks of completed jobs for thoroughness and quality
- Ensures department tooling is in safe and working order and meets requirements of new products
- Ensures that the work areas and customer lounge are kept clean and safe
- Serves as liaison with factory representatives
- Ensures that customers' service files are up-to-date and readily available for reference
- Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance in accordance with Certified Uptime standards
- Acts as lead for facility safety meetings. Hold monthly safety meeting and address any pending or potential safety concerns
- Maintains a professional appearance
