Freightliner Northwest is now accepting applications for a Service Manager at our Coburg, OR location. The Service Manager is responsible for daily management of Service Department, including: cost controls, building vendor/customer sales base, customer satisfaction and problem resolution. Directly leads and coordinates the activities of technicians with a heavy focus on superior customer service, overall department efficiency and profitability.
· Monitor service levels to ensure the overall goals of the organization are being made and take corrective measures where needed. · Develop and administer staff training schedules to meet organizational goals and company’s dealer agreement. · Determine schedules, sequences and assignments for work activities, based on work priority, quantity of equipment and skill of personnel. Develop and administer staff training schedules to meet organizational goals and company’s dealer agreement. · Develop, administer and maintain all regulatory and dealership safety standards. · Inspect and monitor work areas, examine tools and equipment, and provide employee safety training to prevent, detect, and correct unsafe conditions or violations of procedures and safety rules. · Promote and manage safety at Gordon Truck Centers branch. Ensures employees, vendors, and customers have a safe work environment. Develops, adheres to and manages all applicable safety policies, procedures and standards in coordination with Director of Safety. Investigate safety-related accidents and injuries, prepare reports of findings and take corrective measure where needed. · Maintain exceptional customer satisfaction culture and initiatives, addressing customer complaints as needed. · Monitor staff work levels and review work performance regularly with employees. Perform annual performance reviews and determine compensation increases. · Facilitate ongoing meetings with staff; addressing issues related to departmental operations. · Requisition materials and supplies, such as tools, equipment or replacement parts. · Develop and maintain departmental budget. · Analyze departmental profit and loss reports and initiate corrective action as needed to maintain departmental standards. · Develop shop policies and procedures and communicate with shop personnel to assure compliance. · Provide regular department updates and requested reports to leadership team. · Participate in the employee new hire and onboarding procedures. · Maintain a departmental company team attitude with all employees; with a heavy emphasis on service.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veterans status.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
All offers of employment are made contingent upon successfully passing a pre-employment drug screen and criminal background check. A motor vehicle records check is also required for positions with driving responsibilities.
Job Requirements, Education and Experience
Education: High School GED or equivalent preferred.
Experience: 4 years repair shop experience as technician and 2 years of service department supervisory or shop foreman experience. Experience in business and management; principles involved in strategic planning, resource allocation, staff planning, leadership technique, production methods and coordination of people and resources. Must have strong leadership capabilities and the ability make and maintain a strong team atmosphere that is solely focused on building the business with quality service. Superior customer relations and problem solving skills are required for this position. Candidate must have technical background and be capable of communicating with technicians and customers regarding repairs on heavy and medium duty trucks.
Skills that are representative of the job: Proven background in providing quality customer service. Excellent communicator (written and verbal), able to lead and motivate others, strong in conflict resolution, must be comfortable with computers. Must be professional and safety minded at all times. Able to work in fast paced, high stress environment. Valid driver’s license required.
Physical Demands: (These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.) Extensive keyboard work and viewing computer screen, telephone usage. Requires standing, bending, stretching. Some heavy lifting may be required, up to or beyond 70 pounds. Personal Protective Equipment in shop areas may be required.
Environmental Demands: Primarily indoors with minimal outdoor time. High noise level while working around operation departments. While performing the duties of this job, the employee is exposed to moving mechanical parts and vehicles.
Built upon a 30 year history of helping customers satisfy their transportation needs, Freightliner Northwest is an expanded network of dealerships with multiple locations throughout Washington and Oregon. As a full-service Freightliner, Western Star, Fuso, Wilson Trailer, Reitnouer Aluminum Trailer dealership family, we can sell, finance, insure and service commercial trucks for medium and heavy d...uty applications.
Our experienced staff of factory-trained, certified technicians, can handle the most complex service issues to decrease customer downtime and get them back on the road. We also offer several body shops staffed with experienced, competent, certified technicians who are able to address repair issues for all makes and models of medium and heavy duty vehicles. Elite service doesn’t stop there, our knowledgeable financial staff offer expert loan and insurance advice when customers are ready to purchase.
We strive to go beyond customer expectation with the same high quality level of service across our network of dealerships. We take pride in the quality service we provide and we are committed to caring for our customers across the Pacific Northwest. With locations off every major northwest highway, all roads lead to Freightliner Northwest.