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Senior Corporate Service Manager
4 months ago
Bruckner Truck & Equipment is one of the largest family-owned semi truck dealerships in the United States. We currently operate in 40+ locations across 11 states, and we have over 1,500 team members.
- Bruckner’s is more than just a place selling parts and working on trucks
- We are an essential business delivering solutions to transportation providers – the backbone of everyday life as we know it
- We contribute to our local communities
- We care about our people
- We act with Honesty and Integrity.
- We value our people and communities.
- We are customer focused.
- We do what it takes.
- Competitive Compensation Plans
- Paid Time Off and Holidays
- Excellent health, dental and vision plans
- Investments in Training & Development
- Generous 401(k) and Profit-Sharing Plan
- Tuition Assistance Program
- Employee Stock Ownership (every employee earns shares and has ownership interest in the Bruckner’s organization)
- Technician Student Loan Reimbursement Program
- Disability and Life Insurance
- Internal Promotion Opportunities
- Flexible Spending Account
- Health Club Reimbursement
- Family and Team Oriented Environment
- Employee Referral Bonus
- Engaging and Challenging Assignments
- Drug free workplace
JOB SUMMARY
As a key member of the Leadership Team, the Senior Corporate Service Manager will report to the VP Parts and Service and is responsible for overseeing the day-to-day activities for all Corporate and local Service Departments. This individual will interact with Executives, the General Manager for these locations, and other various management team members, while providing support for all functions relating to Service. As a critical function of the dealership environment, this position must lead by example, create an engaged atmosphere that is committed to providing the highest level of customer service and promoting our organization as the dealership and employer of choice. Primary responsibilities include but are not limited to working with the Leadership Team to implement all necessary actions to ensure achievement of acceptable service throughput levels, promoting ways of improving processes, reporting and compliance, strategic planning, risk management, and OEM relationships.
ESSENTIAL POSITION FUNCTIONS AND PRINCIPAL ACCOUNTABILITIES
Planning
- Partner with the VP of Parts and Service Operations to develop the corporate service team.
As needed, partner with HR and the VP of Parts and Service Operations to recruit and retain top service talent. - Identify and develop a plan and strategies for improving current customer relationships and new customer prospecting and development.
- Plan and delegate to the corporate service team all dealership technical and/or safety programs/trainings sessions with the location management.
- Partners with the Leadership Team to add support when additional dealerships are acquired. This will include but not limited to ensuring that the new location is safe, staffed appropriately, has the necessary technical and functional equipment, and meets all federally mandated OSHA and EPA requirements.
- Work with the Leadership Team to establish a sound management succession plan that corresponds to the strategy and objectives of the Corporate Service operations.
Operations
- Supervise and delegate the day-to-day activities for the corporate service team to adequately develop all aspects of the Service departments in all locations.
- This position will help delegate and ensure completion of all safety bulletins and recalls for customers and intervene to ensure the highest level of customer satisfaction is delivered.
- Ensures that all required manufacturer warranty, safety, emission, and product improvement programs are completed in a timely manner across all locations.
- Meets with the VP of Parts and Service, Corporate Service Management, and Corporate Parts Managers twice a month to evaluate and maintain inter-departmental relations, to address concerns and integrate plans to maximize company performance and attain the highest levels of customer satisfaction.
- Periodically visits key customers to monitor customer satisfaction levels for the purpose of evaluating their service needs, any ongoing problems, and our service performance.
- Develop and maintain good working relationships with our primary manufacturers, suppliers and industry representatives, in order to maintain a dominant position in the industry.
- Develop a successful service culture and supporting processes to ensure best practices leading to a superior service experience via CEM, ASIST, and any other applicable platforms.
- Delegate and monitor local on-site and web-based vendor product initiatives to support Service operations.
Meet with vendors, customers and dealership OEM representatives as needed to maintain effective work flow for the dealerships.
Reporting
- Communicates regularly with the VP of Parts and Service Operations, Corporate Service Managers, other members of the Executive Team, GM’s, Service Managers and other members of the organization as needed.
- Maintains management reports necessary to audit the performance of the Service Departments in all locations to ensure overall profitability.
- Provides financial analysis on a regular basis, and as directed or requested, keeps senior management informed of key service statistics such as dwell time, WIP days on hand and relative metrics as related to ATD guidelines.
Risk Management
- Work in conjunction with the VP of Parts and Service on OEM and or Vendor Service compliance training for all locations and service employees.
- Ensure that the service department complies with all legal and regulatory requirements both federally and in the states of incorporation.
- Develop and review effective internal controls at the respective location and ensure compliance with company policies.
- Work with our external auditors, investigate their findings and make recommendations as needed for corrective action.
Leadership Development
- Inspire trust by being a credible leader that follows our Core Values.
- Create vision by clearly defining where your team is going and how they are going to get there.
- Coach and mentor by investing in each person on your team to improve performance, solve problems and grow their careers.
- Foster a positive work environment by establishing shared ownership for results, developing members to their fullest potential and making work interesting and enjoyable.
- Recognize and reward by acknowledging the efforts and accomplishments of team members, ensuring they feel valued and know how their contributions are making a difference to customers, the community and the organization.
Education & Experience
- B.S degree in Business Administration preferred or equivalent experience or equivalent combination of education and experience.
- An experienced leader with appropriate industry experience, preferably with commercial truck dealership environment.
Competencies
- An energetic, forward-thinking and creative individual with high ethical standards and an appropriate professional image.
- A strategic visionary with sound technical skills, analytical ability, good judgment and strong operational focus who can prioritize and complete tasks that deliver desired outcomes within allotted time frames.
- Organizes and motivates people to accomplish goals while creating a sense of order and direction which identifies actions necessary to complete tasks and obtain results.
- An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
- A good educator who is trustworthy and willing to share information and serve as a mentor.
- The ability to personally affect others’ actions, decisions, opinions or thinking that initiates and sustains momentum without external stimulation.
Travel
- This position requires moderate travel 60 to 80%
