Service Manager

4 weeks ago

Spokane, Washington, United States Idaho Truck Specialties, L.L.C. Full time
The Company

Cobalt Truck Equipment started in 1995 with 12 employees & a single location. Our corporate headquarters are in Nampa, Idaho, and the company has only continued to grow from there. Now, Cobalt Truck Equipment has over 100 employees and locations in Spokane, Las Vegas, Fort Worth and San Antonio. In addition to building custom, fully equipped trucks for its clients, Cobalt Truck Equipment also keeps an extensive inventory of built-up, work-ready truck packages available for immediate delivery. Construction, utility, municipal and heavy equipment clients have all come to trust Cobalt Truck Equipment for quality mechanics trucks, lube trucks, utility bodies, platforms, vans, and more. Cobalt Truck Equipment is a lean manufacturer. We standardize our work processes, reducing our product cycle time and work in progress. This results in cost savings that we can then pass on to our customers. Lean implementation creates a clean, efficient, orderly, and safe workplace that lives up to the Cobalt Truck Equipment standard. At the heart of Cobalt's success lies our unwavering commitment to craftsmanship and the journey from a small Idaho workshop to a multi-location enterprise is a testament to Cobalt's vision and adaptability.

Summary

The Service Manager is responsible for overseeing the location's service department's operations, ensuring customer satisfaction, and maintaining high standards of service quality. This role involves managing a team of service technicians, coordinating with other departments, and optimizing service processes to achieve business goals.

Reporting Relationships:
  • Branch Manager
Essential Functions:

Service Operations Management:
  • Oversee daily operations of the service department, ensuring efficient workflow and timely completion of service jobs.
  • Develop and implement service procedures, policies, and standards.
  • Lead the production re-work or defect issues.
  • Oversee the resolution of customer warranties.
Team Leadership:
  • Lead, train, and motivate a team of service technicians and support staff.
  • Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.
  • Conduct regular performance reviews, provide feedback, and develop staff through ongoing training and development programs.
Customer Service:
  • Ensure high levels of customer satisfaction by maintaining strong relationships with customers and addressing their service needs and concerns.
  • Handle customer complaints and resolve service-related issues promptly and effectively.
Scheduling and Coordination:
  • Coordinate with the production and sales departments to schedule service jobs and ensure resources are available.
  • Prioritize and assign service tasks to service technicians based on skill level and availability.
Quality Control:
  • Ensure all service work meets company quality standards and customer specifications.
  • Implement and monitor quality assurance protocols and procedures.
Inventory and Parts Management:
  • Manage the inventory of service parts and supplies, including materials on field service trucks, ensuring availability and proper storage.
  • Coordinate with the purchasing department to order parts and materials as needed.
Budget Management:
  • Prepare and manage the location's service department budget, monitoring expenses and ensuring cost-effective operations.
  • Analyze service costs and implement cost-saving measures where possible.
Health and Safety:
  • Ensure compliance with all health and safety regulations and promote a culture of safety within the service team.
  • Conduct regular safety audits and training sessions.
Reporting and Documentation:
  • Maintain accurate records of all service activities, including work orders, parts usage, and customer interactions.
  • Prepare and present regular reports on service department performance, including key metrics such as job completion times, customer satisfaction, and financial performance.
  • Maintain customer profile information in the Customer Relationship Management tool.
    • Performs other related tasks as may be assigned.
    Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Minimum Qualifications:

    Education and Experience:
    • Bachelor's degree in Automotive Technology, Business Administration, or a related field preferred. Equivalent experience in industry may be considered in lieu of a degree.
    • Minimum of 5 years of experience in a service management role, preferably in the automotive or truck upfitting industry.
    Skills and Competencies:
    • Strong leadership and team management skills.
    • Excellent organizational and planning abilities.
    • Proficiency in service management software and Microsoft Office Suite.
    • Strong problem-solving and decision-making skills.
    • Excellent communication and interpersonal skills.
    • Ability to work under pressure and handle multiple tasks simultaneously.
    Working Conditions:

    Environment:
    • Work is primarily performed in a service facility, with some office work.
    • Exposure to noise, dust, and moving machinery.
    • Use of personal protective equipment (PPE) as required.
    Physical Requirements:
    • Ability to stand and walk for extended periods.
    • Ability to lift and carry materials and equipment up to 50 pounds.
    Position Type and Expected Hours of Work

    This is a full-time position. Days and hours of work are Monday through Friday, 7:00 a.m. to 5:00 p.m. with an hour lunch, but hours could change based on need.

    Benefits
    • Competitive salary
    • Health, dental, vision insurance
    • Employer paid life insurance and short and long term disability
    • Flexible Spending and Health Savings Accounts
    • 401(k) retirement plan with employer matching
    • Paid time off and holidays
    • Opportunities for career advancement
    Come join the Cobalt Team Smarter | Faster | Less Down Time

    Cobalt Truck Equipment is an equal opportunity employer committed to a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We encourage all qualified individuals to apply.

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