Service Manager

CSM Kenworth in Ashland is currently seeking a driven individual to take on the full-time Service Manager position. This position is ideal for those who have experience in leadership, professionalism, and excellent communication skills. This is a great opportunity to join a growing and successful dealer group!

Primary Duties:

• The Service Manager is responsible for the Branch service department and its diesel technicians, including the efficient and profitable operation of the department while developing and maintaining a high level of overall customer satisfaction with the dealership
• Establishes strategic and operational goals and objectives for the Branch service department
• Establishes Service Department profit targets and ensures operational goals are met
• Fosters effective and timely communication between Service and all other Branch departments
• The Service Manager communicates with vendors on product and warranty issues
• Overall responsibility for upkeep and maintenance of facility and grounds as budget guidelines and Branch Operating Team decisions dictate

Responsibilities:

• Establishes financial and operating objectives for the Branch service department in support of company's annual business planning process
• The Service Manager prepares operating and capital budgets for the Branch service department, reviews on a regular basis and takes corrective action as needed
• Provides management information to the Executive Committee as it pertains to Branch service operations including truck service forecasts and market trends
• Evaluates Service Department's performance against target goals and standards, taking appropriate corrective action when needed
• Analyzes the diesel truck market and develops and/or revises current sales and marketing plan to capitalize on current conditions
• Establishes and fosters relationships with key outside vendors to include Kenworth, PACCAR, engine distributors, drive train and miscellaneous vendors
• Maintains good customer relations by addressing all customer concerns and mediating a solution between all parties involved
• Thorough knowledge of and compliance with manufacturer and vendor warranties and technical service procedures
• Follows up and collects vendor credits and allowances in a timely manner
• Interviews and hires diesel technicians and warranty staff and makes recommendation to supervisor on the hiring of department personnel
• Ensures shop personnel are properly trained by scheduling employees to appropriate training schools or arranging in-house training seminars as needed
• Oversees purchasing and acquisition of appropriate department tooling and equipment
• Ensures department is achieving acceptable productivity, efficiency and is adhering to company goals and policies
• Addresses and handles personnel issues for the Service Department to include the Performance Appraisals and performance related improvement plans
• Holds monthly shop meetings, foreman's meetings and safety meetings to review policy, procedures, technical updates, customer issues, etc. Records and maintains notes of such meetings. Ensures the safety meeting notes are copied to Human Resources on a timely basis
• Understands and complies with federal, state and local regulations that affect service operations, to include HAZMAT Program, OSHA Right-to-Know and safety programs
• Coordinates and implements Branch service advertising and service specials
• Maintains cleanliness of organization of shop and service office area
• Ensures overall upkeep of facility and grounds

Requirements:

• Associate's degree (AA) in a technical field or comparable work experience required
• 3-5 years of heavy-duty truck service or related experience with supervisory experience preferred
• Management skills to include strategic plan development, decision making abilities and program implementation
• Ability to demonstrate or display extensive product knowledge to customer and staff
• Supervisory skills to include the ability to coach, train and motivate subordinates to reach established department goals
• Must be highly organized, detail oriented and results driven
• Ability to prioritize and handle numerous tasks simultaneously
• Ability to work well under pressure while assisting a wide variety of customers (both internal and external) while fostering relationships with key industry contacts
• Effective written and oral communication skills
• Ability to handle upset customers in a professional manner
• The Service Manager must possess good mathematical skills, basic computer skills, and knowledge of Windows
• Ability to obtain a valid Commercial Drivers License (CDL)
• Ability to travel to meetings, visit customers, attend training classes
• Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis
• Ability to work in a dealership environment to include 8 - 12 hour days with frequent exposure to weather elements