Service Manager

Service Manager

At Betts Company, our purpose is to Improve the Way Things Move. We are proud of how each Team Member embodies this purpose and lives The Betts Way by following our seven core values: Respect Everyone, Aim for Excellence, Share Your Passion, Work Smart, Take Care, Communicate, and Act Ethically.

Position Summary

The Service Manager plays a key role in Betts Company's mission to Improve the Way Things Move by directly overseeing the Service Team and directing the shop to operate efficiently in order to meet company goals. This role takes a hands-on approach to supporting maintenance, repairs, inspections, and testing of vehicles. The Service Manager also provides leadership and coaching to the service team while exemplifying The Betts Way.

Responsibilities and Duties

• Embraces The Betts Way framework and leads by example.
• Frequently interacts and collaborates with other functional areas and business units to ensure company Top Level Metrics are achieved.
• Engages in and promotes company safety programs and compliance.
• Determines repair needs through road tests, mechanical testing devices, customer interaction, and visual inspection of vehicles.
• Maintains needed shop tools and ensures they are in safe operating condition.
• Clearly explains needed repairs and reasoning to customers in an appropriate manner to ensure understanding and agreement.
• Confidently manage and lead a team of highly skilled individuals.
• Identifies needed parts for repairs and prepares itemized estimates listing cost of parts and labor.
• Directs technicians on repairs and shop functions, including cleanliness, safety, training, and development.
• Makes necessary purchases for the shop within guidelines.
• Ensures quality control guidelines are met for all outgoing service work.
• Ensures all company vehicles are appropriately maintained.
• Provides excellent customer service to customers, vendors, branch team, and other stakeholders.
• Makes fleet calls individually and with the sales team and assists the parts department as needed.

Requirements

Experience and Education

• High School Diploma or GED required.
• One to two years of related experience and/or training required; or an equivalent combination of education and experience.
• Valid driver's license required.
• Forklift certification preferred.

Knowledge, Skills, and Abilities

• Excellent leadership skills.
• Thorough knowledge of all services provided, including parts, vendors, and available services.
• Ability to delegate based on team members' skill levels.
• Ability to identify team growth potential and provide coaching and training.
• Ability to multi-task and shift priorities as needed.
• Excellent communication skills, including the ability to adjust terminology based on the audience's knowledge level.
• Team player who works closely with the Branch Manager to report on the service team.
• Maintains a positive culture among direct reports by living the Betts core values and ensuring the team does the same.
• Ability to communicate clearly with the Service Team, customers, vendors, and Truck Parts and Service leadership.

Tools and Equipment Used

• ERP and service management software, such as order management, labor tracking, and inventory systems.
• Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• SharePoint for SOPs, KPI dashboards, and team collaboration.
• Communication tools, including email, phone, Teams, and Zoom.
• Personal protective equipment for shop floor visits.
• Office equipment, including computers, printers, and scanners.
• Company vehicle for travel between locations, as needed.

Physical and Work Environment Requirements

The role may require work in both office and shop/warehouse environments. The noise level is typically moderate in the office area and loud in the shop and warehouse area. Physical requirements may include lifting, carrying, pushing, pulling, twisting, turning, reaching, walking, standing, bending, driving, keyboarding, fine dexterity, and handling/grasping. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.