JOB SUMMARY As a Service Manager, you will play a pivotal role in ensuring the seamless delivery of top-notch service to our customers. You will be responsible for overseeing and coordinating the day-to-day operations of our Service Department, with a keen focus on customer satisfaction and operational efficiency.
SUPERVISION
General Supervision- The Service Manager develops procedures for performance for a variety of duties; or performs complex duties within established policy guidelines. Most assignments are completed independently.
PRIMARY DUTIES AND RESPONSIBILITIES
- Team Leadership: Lead and inspire a team of service professionals to deliver exceptional customer service. Provide guidance, support, and training to ensure high performance and job satisfaction.
- Customer Relationship Management: Cultivate and maintain strong relationships with clients, understanding their needs and expectations. Act as the primary point of contact for service-related inquiries and concerns.
- Operational Excellence: Implement and optimize service processes to enhance efficiency and effectiveness. Monitor key performance indicators and implement improvements as needed to meet or exceed service level agreements.
- Problem Resolution: Address and resolve customer issues promptly and effectively. Collaborate with cross-functional teams to identify root causes and implement preventive measures.
- Quality Assurance: Ensure that service delivery consistently meets or exceeds quality standards. Implement and monitor quality assurance programs to identify areas for improvement.
- Resource Management: Effectively allocate resources, including personnel and equipment, to meet service demands. Maintain inventory levels and coordinate procurement as necessary.
- Reporting and Analysis: Generate and analyze service performance reports. Provide regular updates to management on key metrics, trends, and areas for improvement.
- Organize, direct, and perform repair work that meets the service schedule.
- Coordinate activities with DOT and other departments or vendors requiring joint services.
- Train assigned employees.
- Work with the Parts department to ensure a timely turnaround of parts that are needed for jobs.
- Understand and comply with Federal, State, and local regulations that may affect the assigned shop operation.
- Minimal Travel to other NYBS facilities, customer locations, seminars, and workshops to perform duties.
- Perform other duties as assigned.
EDUCATION / REQUIRED EXPERIENCE
- · Minimum of 3 years experience in an automotive/truck shop environment.
- · High school diploma or equivalent preferred.
- · Proven experience in a service management role
- · Strong leadership and team management skills.
- · Excellent interpersonal and communication skills.
- · Problem-solving abilities and a proactive approach to challenges.
- · Familiarity with relevant technology and tools in the service industry.
- NYS CDL, Class B driver's license with Passenger Transport and Air Brake endorsements preferred.
- Cummins and Propane Certifications preferred.
BENEFITS INCLUDE:
- Full-Time, Monday through Fridays, Days
- Bonus Program
- Medical, Dental and Vision Insurance
- Company Paid Life Insurance $50,000
- Voluntary Life Insurance
- Supplemental AFLAC Benefits
- Flexible Spending Account
- Health Savings Account with Company contribution
- 401(k) Retirement Savings Plan with Company match
- Paid Time Off (PTO)
- 10 Paid Holidays
