Support Shift Shop Manager - Spokane, WA

  • 10310 W Westbow Blvd, Spokane, WA 99224, USA
  • Full-time

Company Description

Built upon a 30 year history of helping customers satisfy their transportation needs, Freightliner Northwest (FNW) is an expanded network of dealerships with multiple locations throughout Washington and Oregon. As a full-service Freightliner, Western Star, Fuso, Wilson Trailer, Reitnouer Aluminum Trailer dealership family, we can sell, finance, insure and service commercial trucks for medium and heavy duty applications.

We strive to go beyond customer expectation with the same high quality level of service across our network of dealerships. We take pride in the quality service we provide and we are committed to caring for our customers across the Pacific Northwest. With locations off every major northwest highway, all roads lead to Freightliner Northwest.

Job Description

The Support Shift Shop Manager (SSM) is responsible for the proper flow of the shop to assure that we are exceeding customer’s expectations with accurate and timely repairs. This means prioritizing and assigning the correct techs to the jobs then following through until completion. The SSM leads and coordinates the activities of technicians with a heavy focus on superior customer service, overall department efficiency and profitability. Ensuring that repair information is transferred to day time staff is key in this role.


Responsible for the safety of the team.  Inspect and monitor work areas, examine tools and equipment, and provide employee safety training to prevent, detect, and correct unsafe conditions or violations of procedures and safety rules.

Works to achieve efficient and effective transitions with other teams.  Coordinates directly with the Shop Manager.

Monitor service levels to ensure the overall goals of the organization are being met and take corrective measures where needed.

Work directly with Technicians on coordination of repairs as needed.

Provide back up support for Support Shift Service Account Manager as needed. Such duties could include opening and closing repair orders, writing and reviewing estimates, calling customers with updates and repair approval.

Determine schedules, sequences and assignments for work activities, based on work priority, quantity of equipment and skill of personnel.  Keep accurate and up to date notes on all work and update day staff to ensure smooth transitions.

Adhere to all applicable safety policies, procedures and standards.

Maintain a departmental company team attitude with all employees; with a heavy emphasis on safety, service and sustainability

Education:  High School GED or equivalent preferred.

Experience:  4 years repair shop experience as technician and/or 2 years of service department supervisory or shop foreman experience.  Experience in business and management; principles involved in strategic planning, resource allocation, staff planning, leadership technique, production methods and coordination of people and resources.  Must have good leadership capabilities and the ability to promote a strong team atmosphere that is solely focused on building the business with quality service. Superior customer relations and problem-solving skills are required for this position.  Candidate must have technical background and be capable of communicating with technicians and customers regarding repairs on heavy and medium duty trucks. 

Skills that are representative of the job:  Proven background in providing quality customer service.  Excellent communicator (written and verbal), able to lead and motivate others, strong in conflict resolution, good computer usage skills, able to effectively manage team assignments and adjust as needed. Must be professional and safety minded at all times. Able to work in fast paced, high stress environment. Valid driver’s license and meet company auto insurance requirements may be required

Additional Information

Physical Demands: (These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.)  Extensive keyboard work and viewing computer screen, telephone usage. Requires standing, bending, stretching. Some heavy lifting may be required, up to or beyond 50 pounds on occasion. Personal Protective Equipment in shop areas may be required.

Environmental Demands:  Primarily indoors with minimal outdoor time.  High noise level while working around operation departments. While performing the duties of this job, the employee is exposed to moving mechanical parts and vehicles. 

Hours:  Typical schedule is swing shift, hours and days scheduled according to business needs and current opening.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

All offers of employment are made contingent upon successfully passing a pre-employment drug screen and criminal background check. A motor vehicle records check is also required for positions with driving responsibilities.

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