Assistant Service Department Manager

Job Summary

Works with service technicians and general service staff to identify mechanical issues and concerns for the customer's semi-tractor. Responsible for addressing customer concerns and advising through the service repair process while conducting general sales procedures, clerical transactions, and directing work-order flow in the service bays to assure shop procedures are followed consistently and promise times are met while providing an extremely high level of customer service that creates life-long customers.

Responsibilities

• Assist customers in servicing, repairing, and explaining each service needed with consistent communication standards.
• Understand customer match requirements and concerns to various service options.
• Create and maintain high customer service standards.
• Stay up to date on new products, features, accessories and attending product training as required.
• Maintain a service customer follow-up system that supports repeat and referral business and contributes to customer satisfaction.
• Assist the Service Manager with hiring, supervising, and performance monitoring of all service department personnel.
• Maintain a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately.
• Maintain standard operating procedures (SOPs) and performance expectations.
• Oversee new hire training and continuous learning, development, and growth through factory certification programs for location Service Technicians.
• Responsible for building and maintaining a positive workplace culture and morale with compassion and integrity.
• Continuously uphold company values, policies, and objectives.
• Assist the Service Manager with improving and maintaining employee engagement through often open communication on performance feedback, accountability with corrective actions, fostering a positive work environment, employee recognition, and growth potential discussions.
• Other duties as assigned.

Benefits

Qualifications

About Us

Since 1929, Whiteford Kenworth has been dedicated to assisting customers with their transportation needs. Committed to delivering exceptional customer satisfaction, our team ensures excellence in every aspect of our comprehensive range of heavy-duty vehicle services, from truck sales and leasing to service maintenance and repair, parts sales, and body shop repairs.

We provide equal opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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