Service Manager

Ballard Truck Center is a family-owned business providing the best experience in the full-service commercial trucks industry in the northeast. Ballard’s dedicated team of technicians and representatives have earned them the title of #1 in Customer Satisfaction in the US by Volvo Trucks and Mack Trucks USA Dealer of the Year time and time again. Whether it is sales, service, parts, leasing, or rentals – Ballard’s been keeping the community rolling for over 100 years.

Ballard Truck Center in W Springfield, MA has immediate openings for a Service Manager.

Job Overview: The service manager is responsible for running a profitable and efficient service department. They will accomplish objectives through the use of proper procedures and policies, staff utilization, and security.

Responsibilities and Duties/Essential Functions:

- Strive to meet goals and objectives for the department

- Strive for harmony and teamwork within the service department and with all other departments.

- Work with Parts Manager to ensure both departments work cohesively together

- Understand, keep abreast of, and comply with federal, state, and local regulations that may affect the department

- Attend managers’ meetings as requested

- Establish and maintain good working relationships with customers to encourage repeat and referral business

- Ensure that all customers are greeted promptly and given fair estimates/quotes on costs and time required for repairs and maintenance

- Handle customer complaints immediately and according to the dealership’s guidelines.

- Maintain reporting systems required by management and the OEMs

- Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys

- Understand and ensure compliance with OEMs warranty and policy procedures

- Monitor technicians’ productivity reports and corresponding payroll records

- Monitor and follow up on parts orders with the parts department to ensure availability

- Inform technicians of time allowances on each repair order

- Analyze departmental operations and storage layout and revise as needed for maximum effectiveness

- Keep informed of new equipment and tools available and recommend purchases

- Monitor the location and care of shop tools

- Ensure all repair orders are signed and have any customer required PO’s listed and/or attached

- Maintain a safe work environment

- Participate in all training programs that are made available.

- Assist in the collection of past-due accounts as needed/requested by accounting

- Ensure that the department is kept clean, including all work areas and customer waiting area

Supervisory Responsibilities:

- Hire, train, motivate, counsel, and monitor the performance of all service department staff

- Direct and schedule the activities of all service departments employees

- Provide technical assistance to service department employees

- Ensure all service department employees understand and are performing their duties and responsibilities

- Conduct meetings with service department employees to discuss activities and problems of mutual interest and to develop strategies for a more efficient operation

- Monitor service department employees’ payroll record

- Ensure that all department employees receive appropriate OEM training

- Performance management of employees (including conducting annual performance reviews)

Work Environment:

- A majority of the day is spent in an office environment

- The Service Manager is expected to be present in all areas of the department (including the shop floor and yard) at times/as need

Physical Demands:

- A majority of the day is spent sedentary behind a desk working on a computer

- Standing and walking through the department and yard

- Occasional driving/travel for meetings and an occasional customer visit

- Occasional light lifting, bending

Position Type:

- Full time (expected to be on site 9 hours a day)

- Exempt

- Salary

- Minimal nights and weekend required

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications :

- Education level:

Minimum: high school diploma or equivalent

- Experience:

Minimum: 2-3 years service manager (automotive or heavy truck)

- Preferred: Managing of a department of 10 or more employees

- Preferred: CDK software

- Preferred: Heavy duty truck dealership

- Skills:

Proficient computer skills

- Good leadership skills

- Good communication

- Time management

- Personal characteristics

Personable

- Works well with others

- Team oriented

- Professional

- Licenses:

Preferred: Drivers License