Service Manager

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