Salary Range: $90K to $95K base plus 10 to 15% bonus.
The Service Manager leads the Service Department at Fleet Direct’s Lincoln, AL, dealership, overseeing repair and maintenance services for Class 8 trucks (e.g., Peterbilt) and specialized equipment (e.g., Palfinger, Wally-Mo, Cottrell). Managing a team of 2 service advisors, 16 technicians, and 4 fabrication technicians, the Service Manager drives operational excellence, customer satisfaction, and financial performance using Karmak as the primary business system. With plans to expand to 24 technicians, 8 fabrication technicians, add a second shift (extending hours to midnight), and hire a third service advisor, this role is critical to scaling service operations to support Fleet Direct’s 5-year expansion plans. The Service Manager collaborates with Sales, Parts, and Administration teams, leveraging Microsoft 365 tools (SharePoint, Planner, Teams) and Arcadium CRM to align with data-driven goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Employee Management
o Supervise a team of 4 that is expected to double by the end of 2025
o Recruit and onboard new staff to meet growth targets, coordinating with HR Manager.
o Develop schedules for two shifts (day and midnight) via Karmak to ensure 30 service bays operate efficiently.
o Conduct weekly 1:1 meetings and team huddles to align on goals, address challenges, and foster development.
o Store employee records and schedules in SharePoint for accessibility.
o Key Results:
Achieve 90% staff retention annually through effective leadership.
Onboard 8 additional technicians, 4 fabrication technicians, and 1 service advisor by Q4 2026, tracked in ADP.
Ensure 100% of staff are assigned daily tasks in Karmak, optimizing both shifts.
2. Customer Service
o Oversee service interactions, ensuring timely, high-quality repairs and fabrications (e.g., Peterbilt diagnostics, Palfinger installations).
o Use Karmak to manage service orders, track jobs, and communicate updates to customers.
o Implement Arcadium CRM to log feedback and monitor satisfaction scores, emphasizing 24/7 service availability.
o Coordinate with Parts Manager to ensure parts availability for extended hours and seamless warranty repairs.
o Key Results:
Achieve 4.5+ average customer satisfaction rating (CRM-tracked) across both shifts.
Reduce standard repair turnaround time to under 48 hours for 85% of jobs, tracked in Karmak.
Respond to customer inquiries within 2 hours, including midnight shift, using Karmak notifications.
3. Financial Management
o Manage Service Department budget, tracking revenue, labor costs, and parts usage for two shifts in Karmak.
o Optimize billable hours and upsell services (e.g., preventive maintenance, custom fabrications) to meet revenue targets.
o Analyze financial performance in Karmak and Power BI, identifying efficiencies (e.g., midnight shift cost control).
o Collaborate with Accounting Manager to ensure accurate invoicing and warranty claim submissions for extended hours.
o Key Results:
Achieve 10% year-over-year service revenue growth, driven by expanded hours and staff, tracked in Karmak.
Maintain labor gross margin at or above 75% of service revenue, including midnight shift.
Manage departmental expenses within the annual budget.
4. Culture Management
o Foster a collaborative, inclusive culture across day and midnight shifts, aligned with Fleet Direct’s values (e.g., employee first, integrity, excellence).
o Implement recognition programs (e.g., Technician of the Month) and team-building activities for 22+ staff, boosting morale.
o Be a servant leader to the Service Team and all dealership employees.
o Address conflicts promptly, ensuring a positive environment for a growing team.
o Key Results:
Achieve 85% employee satisfaction score in annual surveys.
Conduct quarterly team-building events for both shifts, documented in Teams.
Resolve 100% of team Performance conflicts within 48 hours, reported to HR Manager.
5. Management
o Track KPIs for advisors, technicians, and fabrication technicians (e.g., billable hours, repair completion rate) using Karmak dashboards.
o Conduct quarterly performance reviews, setting SMART goals for each employee, with focus on midnight shift productivity.
o Assign performance tasks in Microsoft Planner (e.g., “Improve fabrication accuracy,” due 6/30/2026).
o Coach underperformers, documenting plans in SharePoint.
o Key Results:
Ensure 90% of staff meet KPIs (e.g., 36 billable hours/week for technicians and fabrication technicians).
Complete 100% of performance reviews on time, stored in ADP.
Improve repair completion rate to 95% across shifts, tracked in Karmak.
6. Compliance and Safety
o Ensure compliance with OSHA, EPA, and DOT regulations for 24/7 service operations, logging safety checks in Karmak.
o Conduct monthly safety audits and trainings for both shifts, coordinating with Compliance and Safety Manager.
o Track technician and fabrication technician certifications (e.g., ASE, Peterbilt-specific, welding) in ADP.
o Maintain incident reporting protocols, storing records in SharePoint.
o Key Results:
Achieve 100% compliance in quarterly safety audits, reported in Karmak.
Maintain zero workplace incidents annually, tracked in SharePoint.
Ensure 100% of staff maintain required certifications, verified in ADP.
7. Training
o Develop training programs via Fleet Direct’s training academy, covering Karmak, Class 8 repairs, fabrication techniques, and Service protocols.
o Schedule monthly technical, safety, and customer service trainings for 22+ staff, using SharePoint-hosted materials.
o Mentor technicians and fabrication technicians to achieve certifications (e.g., ASE, welding), tracking in ADP.
o Collaborate with IT Manager to train staff on Microsoft 365 tools (e.g., Planner, Excel Sheet View).
o Key Results:
Train 100% of new hires on Karmak within 30 days.
Achieve 85% certification rate (e.g., ASE, welding) for technicians and fabrication technicians by year-end 2026.
Conduct 15 training sessions annually, documented in SharePoint.
REQUIRED EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES:
COMPENSATION AND BENEFITS