Service Operations Manager

4 weeks ago


Pendleton, United States Frontall USA LLC Full time

We are seeking a highly skilled Service Manager to lead our service department operations in Indiana. The ideal candidate will have a strong background in the medium/heavy duty truck industry and excellent leadership skills.

Key Responsibilities:
  • Team Management: Lead, train, and develop a team of skilled service advisors and technicians to ensure high-quality performance standards, manage schedules, and foster a culture of growth.
  • Customer Relationships: Build strong relationships with customers by providing timely, efficient, and high-quality service, maintaining consistent communication, and ensuring high levels of customer satisfaction.
  • Service Work Flow: Conduct the flow of all service work, ensuring technician accountability, vehicle repair completion, documentation, and continuous communication.
  • OEM Compliance: Understand and ensure compliance with all OEM policies and warranty procedures.
  • Quality Repairs: Maintain high-quality service repairs to minimize comebacks.
  • Progress Monitoring: Investigate the progress of vehicle repair completion by conducting periodic spot checks to ensure timely repairs and quality workmanship.
  • Authorization: Explain cost and time requirements in detail and obtain proper authorization before any additional repairs are made.
  • Warranty Knowledge: Keep abreast of all warranty policies and product changes to maintain effectiveness in this role.
  • Technical Support: Provide on-the-job technical support for technicians as required and assist in the development of their technical skills and abilities.
  • Documentation: Ensure all repairs are documented, technicians' comments are descriptive and precise, and the allotted time is noted prior to submission for closing.
  • Road Testing: Ensure all vehicles are road tested when required and documented that the repairs were completed correctly.
  • Repair Orders: Review and sign off on all completed repair orders, noting technician comments, technician sign off, repair completion, and road test completion.
  • Regulatory Compliance: Understand and keep abreast of all federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA, and EPA.
  • Parts Management: Monitor and follow up on parts orders with the parts manager to ensure availability.
  • Performance Metrics: Develop, monitor, and report on performance metrics, including revenue, profitability, and efficiency.
  • Work Environment: Maintain a safe and clean work environment.
  • Meetings: Attend all required meetings and conduct monthly departmental meetings.

Minimum Requirements:

  • Minimum of 5 years technical experience in the medium/heavy duty truck industry.
  • Valid Class "B" CDL with air brake.
  • CDK, CDK Sales Overdrive, and Microsoft Office Suite experience preferred.
  • Ability to understand, communicate, and evaluate all vendor and warranty guidelines, approval processes, and policies.
  • Strong team player with a commitment to customer satisfaction.
  • Self-motivated and flexible with a strong sense of adaptability.
  • Superior problem-solving skills and good organizational abilities.


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