Service Manager

Job Description

Job Description

Salary Range : $90K to $95K base plus 10 to 15% bonus.

The Service Manager leads the Service Department at Fleet Direct’s Lincoln, AL, dealership, overseeing repair and maintenance services for Class 8 trucks (e.g., Peterbilt) and specialized equipment (e.g., Palfinger, Wally-Mo, Cottrell). Managing a team of 2 service advisors, 16 technicians, and 4 fabrication technicians, the Service Manager drives operational excellence, customer satisfaction, and financial performance using Karmak as the primary business system. With plans to expand to 24 technicians, 8 fabrication technicians, add a second shift (extending hours to midnight), and hire a third service advisor, this role is critical to scaling service operations to support Fleet Direct’s 5-year expansion plans. The Service Manager collaborates with Sales, Parts, and Administration teams, leveraging Microsoft 365 tools (SharePoint, Planner, Teams) and Arcadium CRM to align with data-driven goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

1. Employee Management

o Supervise a team of 4 that is expected to double by the end of 2025

o Recruit and onboard new staff to meet growth targets, coordinating with HR Manager.

o Develop schedules for two shifts (day and midnight) via Karmak to ensure 30 service bays operate efficiently.

o Conduct weekly 1 : 1 meetings and team huddles to align on goals, address challenges, and foster development.

o Store employee records and schedules in SharePoint for accessibility.

o Key Results :

 Achieve 90% staff retention annually through effective leadership.

 Onboard 8 additional technicians, 4 fabrication technicians, and 1 service advisor by Q4 2026, tracked in ADP.

 Ensure 100% of staff are assigned daily tasks in Karmak, optimizing both shifts.

2. Customer Service

o Oversee service interactions, ensuring timely, high-quality repairs and fabrications (e.g., Peterbilt diagnostics, Palfinger installations).

o Use Karmak to manage service orders, track jobs, and communicate updates to customers.

o Implement Arcadium CRM to log feedback and monitor satisfaction scores, emphasizing 24 / 7 service availability.

o Coordinate with Parts Manager to ensure parts availability for extended hours and seamless warranty repairs.

o Key Results :

 Achieve 4.5+ average customer satisfaction rating (CRM-tracked) across both shifts.

 Reduce standard repair turnaround time to under 48 hours for 85% of jobs, tracked in Karmak.

 Respond to customer inquiries within 2 hours, including midnight shift, using Karmak notifications.

3. Financial Management

o Manage Service Department budget, tracking revenue, labor costs, and parts usage for two shifts in Karmak.

o Optimize billable hours and upsell services (e.g., preventive maintenance, custom fabrications) to meet revenue targets.

o Analyze financial performance in Karmak and Power BI, identifying efficiencies (e.g., midnight shift cost control).

o Collaborate with Accounting Manager to ensure accurate invoicing and warranty claim submissions for extended hours.

o Key Results :

 Achieve 10% year-over-year service revenue growth, driven by expanded hours and staff, tracked in Karmak.

 Maintain labor gross margin at or above 75% of service revenue, including midnight shift.

 Manage departmental expenses within the annual budget.

4. Culture Management

o Foster a collaborative, inclusive culture across day and midnight shifts, aligned with Fleet Direct’s values (e.g., employee first, integrity, excellence).

o Implement recognition programs (e.g., Technician of the Month) and team-building activities for 22+ staff, boosting morale.

o Be a servant leader to the Service Team and all dealership employees.

o Address conflicts promptly, ensuring a positive environment for a growing team.

o Key Results :

 Achieve 85% employee satisfaction score in annual surveys.

 Conduct quarterly team-building events for both shifts, documented in Teams.

 Resolve 100% of team Performance conflicts within 48 hours, reported to HR Manager.

5. Management

o Track KPIs for advisors, technicians, and fabrication technicians (e.g., billable hours, repair completion rate) using Karmak dashboards.

o Conduct quarterly performance reviews, setting SMART goals for each employee, with focus on midnight shift productivity.

o Assign performance tasks in Microsoft Planner (e.g., “Improve fabrication accuracy,” due 6 / 30 / 2026).

o Coach underperformers, documenting plans in SharePoint.

o Key Results :

 Ensure 90% of staff meet KPIs (e.g., 36 billable hours / week for technicians and fabrication technicians).

 Complete 100% of performance reviews on time, stored in ADP.

 Improve repair completion rate to 95% across shifts, tracked in Karmak.

6. Compliance and Safety

o Ensure compliance with OSHA, EPA, and DOT regulations for 24 / 7 service operations, logging safety checks in Karmak.

o Conduct monthly safety audits and trainings for both shifts, coordinating with Compliance and Safety Manager.

o Track technician and fabrication technician certifications (e.g., ASE, Peterbilt-specific, welding) in ADP.

o Maintain incident reporting protocols, storing records in SharePoint.

o Key Results :

 Achieve 100% compliance in quarterly safety audits, reported in Karmak.

 Maintain zero workplace incidents annually, tracked in SharePoint.

 Ensure 100% of staff maintain required certifications, verified in ADP.

7. Training

o Develop training programs via Fleet Direct’s training academy, covering Karmak, Class 8 repairs, fabrication techniques, and Service protocols.

o Schedule monthly technical, safety, and customer service trainings for 22+ staff, using SharePoint-hosted materials.

o Mentor technicians and fabrication technicians to achieve certifications (e.g., ASE, welding), tracking in ADP.

o Collaborate with IT Manager to train staff on Microsoft 365 tools (e.g., Planner, Excel Sheet View).

o Key Results :

 Train 100% of new hires on Karmak within 30 days.

 Achieve 85% certification rate (e.g., ASE, welding) for technicians and fabrication technicians by year-end 2026.

 Conduct 15 training sessions annually, documented in SharePoint.

REQUIRED EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES :

• Education : Bachelor’s degree in business, Automotive Technology, or related field preferred; equivalent experience accepted.
• Experience :

5+ years in service management, ideally in Class 8 truck or heavy equipment dealerships with multi-shift operations.

Proficiency in Karmak for service orders, scheduling, financials, and compliance.

COMPENSATION AND BENEFITS