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
