Regional Service Manager

1 month ago

Amarillo, Texas, United States Bruckner Truck Full time
Job Summary

The Regional Service Manager will oversee the safe, efficient, and profitable operation of the assigned regions service department. This role advises and makes recommendations to local Management with respect to the best interests of the Service Department and is responsible for overseeing the day-to-day activities for all Service Departments for the region.

Key Responsibilities
  • Partner with the Sr. Corporate Service Manager, and local management to identify and develop a plan and strategies for improving current customer relationships, and new customer prospecting and development.
  • Plan and coordinate all regional technical programs and any service-related technical and safety training sessions with the location management.
  • Work with the Leadership Team and local management to develop a comprehensive strategic recruiting and retention plan to meet the human capital needs of the company.
  • Work with the Leadership Team and local management to establish a sound regional management succession plan that corresponds to the strategy and objectives of the Corporate Service operations.
Operations
  • Supervise and manage the day-to-day activities of all aspects of the Regional Service departments, possessing a strong working knowledge of the commercial truck/trailer Service business.
  • As required, this position will help resolve priority issue service work for customers and intervene to ensure the highest level of customer satisfaction is delivered.
  • Ensures that all required regional manufacturer warranty, safety, emission, and product improvement programs are completed in a timely manner across all locations.
  • Meets with the Sr. Corporate Service Manager monthly to evaluate and maintain inter-regional relations, to address concerns and integrate plans to maximize company performance and attain the highest levels of customer satisfaction.
  • Periodically visits key customers in the region to monitor customer satisfaction levels for the purpose of evaluating their service needs, any ongoing problems, and our service performance.
  • Develop a successful service culture and regional supporting processes to ensure best practices leading to superior service experience via CUC, ASIST, DOS, safety compliance and employee training.
  • Coordinate local on-site and web-based vendor product initiatives to support regional Service operations.
Reporting
  • Communicates within the company in conjunction with the Ownership, Leadership 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.
  • Monthly audits 25 random repair orders per location to ensure repair billing integrity, SRT compliance and Rule of 2's.
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.
Requirements
  • A degree in Business Administration preferred or equivalent experience leading a service department or equivalent combination of education and experience.
  • An experienced leader with appropriate industry experience, preferably with commercial truck dealership environment.

This position requires regular weekly travel.

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