Service Director

Own service performance across all locations. Deliver fast, accurate work order flow, clean warranty execution, minimal comebacks, high technician efficiency, and complete job closure. Serve as escalation point and operational lead for both service managers.

Reporting

• Reports to: VP/GM or Owner
• Direct reports: Service Managers; dotted-line to Parts Manager, Warranty Admin, Shop Foremen

Key Responsibilities

• Work Order Throughput: Set WIP limits, sequence jobs, clear blockers, and close work orders on time.
• Warranty Management: Enforce pre-approval, documentation, and parts return compliance; prevent denials.
• Quality/First-Time Fix: Standardize diagnostics, QC sign-off, and testing to reduce comebacks.
• Technician Productivity: Plan labor, balance bays, monitor efficiency and utilization, coach performance.
• Parts Coordination: Align SO/PO timing to job starts; maintain parts-ready gates and special-order SLAs.
• Customer Experience: Control updates, promise dates, delivery quality, and post-service follow-up.
• Escalations: Resolve aging jobs, repeat concerns, vendor disputes, and inter-department issues.
• Data Discipline: Enforce accurate notes, labor ops, flat rates, photos, and signatures in the DMS.
• Safety/Compliance: Enforce shop safety, tool calibration, hazmat, and manufacturer policy adherence.
• People/Training: Hire, onboard, cross-train; run weekly 1:1s and targeted skills development.
• Standards & Audits: Publish SOPs; run weekly audits on estimates, punch lists, and RO accuracy.
• Continuous Improvement: Lead monthly reviews on bottlenecks, cycle time, and warranty recovery.

Schedule and Location

• Regular schedule:
• Monday–Tuesday: Fargo
• Friday–Saturday: Detroit Lakes
• Thursday: Location as needed based on operational priority
• Seasonality:
• Winter: Wednesdays off.
• Ice-Off through Labor Day: Limited time off due to peak demand; flex schedule set weekly to meet throughput needs.

Core Processes the Director Owns

• Daily RO Board: Stand-up with managers and foremen; bay plan, promise dates, parts gates.
• Gatekeeping: No job starts without parts-ready status, required authorizations, and signed estimate.
• QC & Delivery: Second-tech or foreman road-test, checklist sign-off, clean unit, documented fix.
• Warranty Packet: Photos, diagnostics, serials, labor ops, parts returns, and timely submission.
• Aging RO Review: Any RO beyond target cycle time requires root cause and recovery plan same day.
• Post-Service Callback: 48-hour check on drivability/systems jobs; log outcomes.

Tools and Systems

• DMS: IDS (ROs, parts, warranty, flat-rate ops).
• Comms: Google Workspace, Dialpad, SMS templates.
• Boards: Digital Kanban for WIP, tech load, and parts gates.
• Dashboards: Daily operational report, weekly trends, monthly P&L variance.

Collaboration

• Sales: Pre-delivery punch, sold-unit installs, transport lists, "wash & roll" readiness.
• Parts: SO accuracy, ETA tracking, returns, vendor escalation.
• Accounting: RO audits, warranty AR, cost capture, write-off prevention.
• Manufacturers: Technical support, policy updates, field fixes, goodwill approvals.

Qualifications

• 7+ years in service leadership for boats/RVs/auto/powersports or adjacent.
• Demonstrated delivery against service throughput, quality, warranty, and customer standards.
• Strong diagnostic literacy, flat-rate planning, and warranty policy command.
• Proficient with IDS or equivalent DMS; fluent with spreadsheets and dashboards.
• Clear, firm communicator; trains to standard; escalates early.

Work Environment

• Full-time on-site leadership. Early open and end-of-day close checks as required.
• Walk shops and yards; occasional test drives and lake tests; PPE and safety compliance.

Compensation

• Base salary DOE. Bonus tied to performance against agreed operational objectives and CSI.

Job Type: Full-time

Pay: $55, $100,000.00 per year

Benefits:

• 401(k)

Work Location: In person