Service Manager

Company Description

For over 50 years, three generations have led Truck Centers, Inc. from a single store dealership into our current network of ten, full-service dealerships and two auxiliary locations proudly representing Freightliner and Western Star trucks in Illinois, Indiana, and Missouri. Our team has remained dedicated to delivering exceptional customer service in an environment that fosters collaboration, innovation, and a communal spirit of giving back. To learn more about us, visit truckcentersinc.com.

Job Description

TCI is looking for a Service Manager to lead our Service Department in our beautiful, state-of-the-art facility in South Bend, IN! Our South Bend facility boasts a heated and air-conditioned shop in a 97,000 sq. ft. facility on 19 acres with direct frontage to the I-80/90 Toll-Road for convenient access.

The Service Manager is responsible for the department's daily operations, compliance with company policies and procedures, and motivating and leading a diverse team in a collaborative setting focused on continuous improvement. The Manager also ensures departmental and corporate monthly goals are met, training and mentorship opportunities exist for team members, and customers consistently receive best-in-class communication and customer service throughout the repair process. A successful Manager will have a solutions-focused outlook to problem-solving and impeccable leadership, coaching, and management skills to guide a busy Service department.

CORE RESPONSIBILITIES:

• Collaborate with corporate leadership to establish departmental goals, key performance metrics, and reporting guidelines and effectively lead the department to meet or exceed goals.
• Foster a growth-oriented mindset by investing in departmental personnel to achieve individual and collective professional goals.
• Monitor departmental attendance, development, disciplinary action, safety, and training plans for proactive remedies and HR files.
• Reconcile timesheets and payroll entries for departmental personnel.
• Perform root cause analysis, corrective action, and conflict resolution between department personnel or external constituents when necessary to swiftly mitigate escalation.
• Interview job applicants and act as the agent responsible for following onboarding procedures regarding pre-employment screening, orientation, training, etc.
• Ensure that the Service department entrance, offices, customer areas, shop, and parking lot are clean, well maintained, and safe for customers and personnel.
• Develop, sustain, and monitor processes and policies to position the department at the forefront of DTNA and industry benchmarks.
• Coach and lead office personnel on established processes and collectively find solutions to mitigate issues that delay efficient completion of repairs.
• Collaborate with Sales and Parts departmental managers to integrate interdepartmental cooperation and communication to achieve consistent, superior customer service.
• Oversee and verify processes and protocols to ensure the proper appearance, maintenance, operation, and safety of all shop tooling and vehicles according to company and Elite Support guidelines.
• Ensure all company and OEM policies and procedures regarding safety, documentation, processes, and warranty are properly followed with spot checks.
• Responsible for departmental adherence to all manufacturer warranty and policy processes.
• Oversee weekly huddles with technicians and office staff.
• Schedule and lead all activities of Service department personnel.
• Identify opportunities for improvement and develop corrective courses of action in conjunction with CIC.
• Conduct periodic analysis of market conditions and competitor audits to ensure TCI aligns with pay scales and labor rates.
• Act as liaison with factory representatives for service-related items.
• Ensure positive relationships with existing customers and work alongside other departments to grow the customer base.

Qualifications

Candidates must be able to pass a pre-employment background check, physical, and drug screen. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in the work environment.

• High school diploma or equivalent
• Valid Driver’s License and ability to meet insurance requirements is mandatory
• 5 years of experience leading large groups or departments, transportation or dealership experience preferred
• Freightliner dealership experience, CIC Level I or II are strongly preferred
• Proven coaching and leadership of large, diverse teams to foster collaboration, personal and professional development
• Knowledge of truck systems and parts is required; familiarity with dealership operations highly preferred
• Experience managing departmental or project budgets
• Demonstrated time management and interpersonal communications skills, even in times of stress
• Strong organizational and problem-solving skills that reflect the ability to perform and prioritize multiple projects seamlessly with excellent attention to detail and a solution-focused outlook
• Strong data analysis and forecasting skills
• Knowledge of tablet and computer operations, data entry, and MS Office with 30wpm typing capability; Procede software experience is a plus
• Strong personal conviction of producing quality work, being an integrated team player, and commitment to company values
• Ability to lift and/or move up to 10 lbs. unassisted 

Additional Information

Truck Centers, Inc. is an equal opportunity employer (EOE).  All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, or protected veteran status.

We believe in the Hire to Retire philosophy and invest in individuals that we believe will be valuable assets to TCI and our customers for years to come. Thus, we want to help you live well through personal and professional growth plus a multitude of benefits. In additional to multiple comprehensive healthcare packages including medical, dental, vision, and prescription coverage, we offer a flexible spending accounts for healthcare costs or dependent care, company paid life insurance, voluntary life insurance, disability insurance, AD&D coverage, 401(k) retirement plan with company match, health and wellness incentive programs, training and career development opportunities, alternative work arrangements, volunteer time off, tiered PTO system, service awards, competitive salary, uniforms, technician tool insurance, and a family-first, team environment.