Service Manager Freightliner Dealership

The Service Manager is responsible for leading the daily operations of a full-service Freightliner dealership service department. This position ensures exceptional customer service, efficient shop operations, technician productivity, and profitability while maintaining the highest standards of safety, quality, and compliance. The Service Manager works closely with customers, technicians, parts, and sales departments to deliver timely and accurate repairs that maximize customer uptime.

Key Responsibilities

• Oversee all day-to-day service department operations, including scheduling, workflow, and repair quality.
• Lead, coach, and develop service advisors, foremen, technicians, and support staff.
• Monitor shop productivity, efficiency, and technician utilization to achieve departmental goals.
• Ensure repairs are completed accurately, safely, and within promised timelines.
• Deliver outstanding customer service by resolving concerns promptly and maintaining strong customer relationships.
• Review repair orders for accuracy, warranty compliance, and proper documentation.
• Manage warranty administration in accordance with Freightliner and manufacturer guidelines.
• Collaborate with the Parts Department to ensure timely availability of parts for repairs.
• Develop and manage departmental budgets while controlling labor, overtime, and operating expenses.
• Track and improve key performance indicators (KPIs), including labor sales, gross profit, technician efficiency, comeback rate, customer satisfaction, and repair cycle time.
• Ensure compliance with OSHA regulations, environmental standards, dealership policies, and manufacturer requirements.
• Recruit, train, mentor, and evaluate service department employees.
• Conduct regular team meetings and performance reviews.
• Promote a positive, professional, and safety-focused work environment.
• Support 24/7 emergency service operations and fleet customer needs when required.

Qualifications

• High school diploma or GED required; Associate's or bachelor's degree in business, Automotive, Diesel Technology, or related field preferred.
• Minimum of 5 years of heavy-duty truck service management experience, preferably in a Freightliner or OEM dealership environment.
• Strong knowledge of diesel engines, heavy-duty truck systems, diagnostics, and repair procedures.
• Experience managing technicians, service advisors, and shop operations.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Proficiency with dealership management systems (DMS), service software, and Microsoft Office.
• Understanding of warranty administration and manufacturer policies.
• Valid driver's license with an acceptable driving record; CDL preferred but not required.

Preferred Skills

• Freightliner dealership experience.
• Knowledge of DTNA warranty systems and service programs.
• Strong financial and business management skills.
• Ability to analyze reports and make data-driven operational decisions.
• Experience with continuous improvement initiatives and lean service processes.

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• Technician Productivity and Efficiency
• Labor Gross Profit
• Shop Throughput
• First-Time Fix Rate
• Comeback Percentage
• Warranty Recovery
• Departmental Revenue Growth
• Employee Retention
• Safety and OSHA Compliance

Physical Requirements

• Ability to walk throughout the service facility daily.
• Occasional lifting of up to 50 pounds.
• Ability to work in a shop environment with varying temperatures, noise, and exposure to vehicle equipment.

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Supplemental voluntary insurances available.
• Life Insurance is fully funded by the employer
• Employee assistance program
• Employee discount
• Paid time off
• Birthday day off
• Recognition for longevity
• Parental leave
• Referral program
• Health Club/Recreation Center membership reimbursements
• Employee Team Member Programs and more!