Service Manager

  • 300 E Ashland St, Morton, IL 61550, USA
  • Full-time

Company Description

Truck Centers Inc., based in Troy, IL, is a family-owned dealer group providing a full array of products and service to the heavy truck industry including truck sales, parts, service, body shop and training. Strong relationships with our customers, manufacturers and suppliers form the foundation upon which we’ve built the premier organization and recognized industry leader that we are today.

Founded in 1970, Truck Centers, Inc. was one of the first heavy truck dealers to receive a Freightliner franchise in 1977. We’ve come a long way since then. Over our 50 years in business, we have grown from $1 million to over $250 million in annual sales and $17 million in stocked parts inventory.

Our network now consists of ten full-service dealerships, two satellite locations and two on-site customer parts facilities in the St. Louis metro area, throughout Illinois, and in northern and southern Indiana proudly representing Freightliner, Western Star, Ottawa, and Detroit performance products. The TCI team has grown from 15 employees to a team that is 630 strong and dedicated to our core values of premier customer care and quality service.

We are proud to be part of the first tier of Freightliner dealers to receive “Elite Support” validation and boast industry-best hours of operation. Truck Centers, Inc. stocks a wide array of new and used trucks for various highway and vocational applications with a team of award-winning brand experts to help customers identify the right truck for their needs. We have 150 full-certified service technicians providing efficient service in 131 modern service bays that include features such as “2 Hour Express Assessment” and “Quick Lube” fast tracks to reduce costly downtime. We also have three full-service, on-site body shops consisting of 58 bays that are staffed by 28 skilled repair technicians and our team of 70 parts specialists maintain $17 million in stocked inventory that consists of over 25,594 unique truck part and accessory product numbers.

The Truck Centers’ team is fully committed to excellence and superior customer service. We are pleased to offer unique services for our patrons including state-of-the-art facilities and driver lounges; parts delivery services; access to training seminars at our on-site, nationally-recognized Training Center; the availability of 24/7 road service and towing; and truck pickup/delivery service for units scheduled for service work.

Job Description

Manages an efficient and profitable Service Department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician’s time is consistently sold to service customers.

Essential Duties and Responsibilities

  • Forecasts goals and objectives for the Service Department and strives to meet them.

  • Hires, trains, motivates, counsels, and monitors the performance of all Service Department staff.

  • Maintains reporting systems required by general manager.

  • Attends required meetings and training.

  • Monitors and controls the performance of the Service Department using appropriate reports, tracking systems, and surveys.

  • Strives for harmony and teamwork within the Service Department and with all other departments.

  • Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

  • Understands and ensures compliance with manufacturer warranty and policy procedures.

  • Accounts for all documents; ensures that none are missing, and all are processed correctly.

  • Schedules and conducts department meetings.

  • Directs and schedules the activities of all Service Department employees.

  • Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.

  • Monitors technicians’ daily productivity reports and corresponding payroll records.

  • Monitors and follows up on parts orders with the parts manager to ensure availability.

  • Establishes and maintains good working relationships with customers to encourage repeat and referral business.

  • Informs repair technicians of time allowances of each repair order.

  • Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

  • Keeps abreast of new equipment and tools available and recommends purchases.

  • Ensures that the work areas and customer waiting area are kept clean.

  • Works with HR to establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.

  • Serves as a liaison with factory representatives.

  • Ensures the proper care, storage, and inventory of special tools.

  • Ensures that customers’ service files are up-to-date and readily available for reference.

  • Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.

  • Prepares pricing guides and maintenance menus for frequent labor operations.

  • Handles customer complaints immediately and according to Truck Centers, Inc guidelines.

  • Establishes and maintains follow-up with customers to confirm satisfaction with the service experience.

  • Maintains a safe work environment.

  • Maintains a professional appearance.

Qualifications

Must be able to pass a pre-employment background check, physical and drug screen. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience

  • H.S. Diploma

  • 5+ years of service department management experience.

  • Heavy-Duty management experience preferred 

CERTIFICATES, LICENSES, REGISTRATIONS

  • Valid driver’s license

  • CDL or the ability to obtain one within 90 days of hire.

  • Clean MVR.

Language Skills

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

  • Ability to write reports, business correspondence, and procedure manuals.

  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

  • Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee frequently is required to stand, walk, stoop, kneel, crouch, crawl, and talk or hear. The employee is occasionally required to sit and climb or balance. The employee must frequently lift and/or move more than 70 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; and vibration. The noise level in the work environment is usually moderate.

Additional Information

Truck Centers, Inc. is an equal opportunity employer (EOE). 

We help you live well with a comprehensive health care package including medical, dental, vision and prescription drug plans. We offer a flexible spending account, company paid Life and AD&D plus voluntary life insurance and disability insurance as well as company match 401(K) retirement savings plan, competitive salary and holiday and vacation pay.