Heavy Truck Service Manager
Location: Madison, WI
Position Type: Full-Time, Leadership
Company: Kayser Ford
About Kayser Ford Commercial Truck Service Center
For over a century, Kayser Automotive Group has proudly served the automotive sales and service needs of our communities. Our success has been built on strong relationships, exceptional customer service, and a commitment to taking care of our employees and guests.
At Kayser Ford Commercial Trucks in Madison, we operate an established commercial service facility supporting individual truck owners, local businesses, and commercial fleets throughout Southern Wisconsin.
We are seeking a motivated, process-driven Heavy Truck Service Manager who is passionate about developing people, improving operational performance, and building a culture of accountability.
While experience in commercial trucks or diesel service is beneficial, we believe strong leadership, operational discipline, and a commitment to continuous improvement are the foundations of a successful service department. We are prepared to invest in the training and development of the right individual.
Key Responsibilities
- Operational Leadership: Oversee daily service department operations, ensuring effective scheduling, workflow management, shop organization, and timely completion of repairs.
- Technician Productivity & Shop Efficiency: Monitor and improve technician productivity, efficiency, and proficiency while identifying opportunities to reduce downtime, eliminate bottlenecks, and maximize shop capacity.
- Financial Performance & Profitability: Take ownership of departmental financial performance, including labor sales, gross profit, expense management, and overall profitability. Develop and execute strategies that support sustainable business growth.
- Process Improvement & Accountability: Establish clear expectations, implement consistent operating processes, monitor key performance indicators, and create accountability throughout the department.
- Team Leadership & Development: Recruit, coach, mentor, and develop service advisors, technicians, and support personnel. Foster a positive, collaborative work environment built on mutual respect, communication, and individual accountability.
- Repair Turnaround & Workflow Management: Proactively manage work in process, repair timelines, parts availability, and communication between departments to minimize vehicle downtime and improve customer satisfaction.
- Customer Relationships: Build and maintain strong relationships with commercial fleet customers, local businesses, and individual vehicle owners through transparent communication, timely follow-up, and dependable service.
- Customer Experience & Issue Resolution: Serve as a point of escalation for customer concerns, working collaboratively to resolve challenges while protecting customer relationships and the dealership's reputation.
- Continuous Improvement: Identify opportunities to improve department performance through employee development, operational efficiencies, technical training, and the implementation of effective service processes.
Qualifications
- Leadership Experience: Management or leadership experience within automotive service, fixed operations, fleet maintenance, or a related service-based industry.
- Operational Management: Proven ability to manage daily operations, establish effective processes, improve productivity, and hold team members accountable to performance expectations.
- Financial Understanding: Strong understanding of departmental financial performance, including revenue generation, gross profit, expense control, and performance-based management.
- People Development: Demonstrated ability to lead, motivate, coach, and develop employees while building a positive and accountable team culture.
- Problem-Solving Skills: Ability to identify operational challenges, implement practical solutions, and make sound decisions in a fast-paced environment.
- Communication & Relationship Skills: Strong interpersonal skills with the ability to communicate effectively with employees, customers, and dealership leadership.
- Technical Knowledge: Automotive service or repair operations experience is preferred. Heavy truck, diesel, or commercial fleet experience is a plus but is not required.
- Technology Proficiency: Experience with dealership management systems, service scheduling platforms, and performance reporting tools is preferred. DealerTrack experience is a plus.
What We Offer
- Competitive Compensation: Attractive base salary with performance-based bonus opportunities tied to department performance, profitability, and customer satisfaction.
- Comprehensive Benefits: Medical, dental, and vision insurance options.
- Retirement Benefits: 401(k) retirement plan with company match.
- Paid Time Off: Paid vacation, personal time, and holidays.
- Professional Development: Ongoing leadership development, technical training, and opportunities for professional growth.
- Established Business: The opportunity to lead an established commercial service operation backed by more than a century of automotive experience.
- Supportive Culture: A team-oriented organization that values employee development, customer relationships, accountability, and long-term success.
The Opportunity
We believe successful service departments are built through strong leadership, consistent processes, and a team committed to doing things the right way.
This position offers an opportunity for an experienced service leader to take ownership of an established operation, develop a talented team, improve performance, and contribute to the continued growth of Kayser Ford Commercial Trucks Service Center.
We are not simply looking for someone who understands how to repair trucks. We are looking for someone who understands how to lead people, manage a successful service operation, and create a culture where employees and customers thrive.
If you are a results-oriented leader who takes pride in developing people, building effective processes, and driving operational excellence, we encourage you to apply.
Kayser Ford is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.