ILR Service Manager

Inland Kenworth U.S.; Fontana (CA); On-site; USD 92,000 - 115,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer matching

Paid Time Off

Job summary

Inland Kenworth U.S. is looking for a Service Manager to oversee operations at our Fontana, California location. This role is vital for maintaining high service standards through effective management and continuous improvement of processes.

The ideal candidate will have extensive experience in service management and a strong technical background in heavy-duty trucks and equipment. They will be responsible for customer satisfaction, quality service repairs, and managing a dynamic team.

Qualifications

• A minimum of three years related experience in a service management role.
• Valid Driver’s License required.
• Ability to lift up to 50 lbs periodically.

Responsibilities

• Develops and maintains a preventative maintenance program.
• Monitors department performance through reports and tracking.
• Ensures customer satisfaction through effective service management.

Skills

Leadership skills

Customer relations skills

Heavy duty truck/equipment technical knowledge

Ability to analyze financial reports

Education

High school diploma or GED

Post-secondary diploma in a related field

Job description

The salary range for this position is $92,000 -$115,000 per year.

The Service Manager – Inland Lease & Rental will be responsible for running a cost-effective Preventative Maintenance and Repair program through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records.

Your Responsibilities

• Designs, implements and maintains a comprehensive Preventative Maintenance program.
• Forecasts goals and objectives for the department and strives to meet them.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
• Prepares and administers an annual operating budget for the Lease & Rental fleet.
• Maintains open communications and good relationships with other department personnel – Service, Parts, Body Shop, Sales, Administration, and Credit. Strives for harmony and teamwork within the department and with all other departments.
• Maintains reporting systems required by general management.
• Develops and implements a customer retention plan.
• Understands, keeps abreast of, and complies with federal, provincial/state, and local regulations that affect vehicle operations.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Ensures that all warranty and policy support opportunities are maximized.
• Accounts for all documents; ensures that none are missing and all are processed correctly
• Reviews and approves all repair orders before payment process, monitoring for repair costs relative to expectations
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic checks of completed jobs for thoroughness and quality.
• Ensures that customers’ service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for contract maintenance opportunities.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Is available for after-hours emergency roadside calls.
• Ensures that established purchase order process is followed and adhered to
• Through purchase order process, informs repair facilities of time allowances on each repair order.
• Ensures the safety of all employees by:
• Enforcing safety requirements, including but not limited to the use of personal protective equipment where required, orientations for young & new workers, and ensuring that WHMIS and TDG training is provided.
• Becoming familiar with and complying with the company’s Health & Safety Manual.
• Maintains the company’s service vehicles by:
• Ensuring that the vehicles are in good, safe running order;
• Ensuring that regular maintenance service is performed on the vehicles and that maintenance records are kept

Supervisory Responsibilities

• Hiring, training, motivating, counseling and monitoring the performance of all service department staff by:
• Ensuring every employee has a thorough understanding of his or her duties and responsibilities;
• Facilitating and/or conducting technical training and sending employees to appropriate training schools as needed;
• Establishing and maintaining good working relationships with vocational and technical schools to enhance personnel recruitment activities;
• Providing programs to ensure the rise in productivity of each employee benefiting both the company and the individual;
• Leading by example and displaying professional and ethical conduct at all times;
• Holding weekly department meetings;
• Monitoring service department employees' daily productivity reports and corresponding payroll records .

What We Look For

• High school diploma or general education degree (GED) essential
• Post-secondary diploma or trades certification in a related field preferred
• Heavy duty truck/equipment technical knowledge
• Three years related experience and/or training
• Ability to read, analyze and interpret financial reports
• Strong leadership skills
• Excellent customer relations skills
• Strong business ethics with a professional approach at all times
• Functions well with large volume and fast-paced work environment
• Valid Driver’s License
• Periodically lift up to 25 kgs or 50 lbs.

US BENEFIT PACKAGE

• Medical
• Dental
• Vision
• Prescription benefits
• 401k with employer matching program
• Flexible Savings Account
• Health Savings Account (available with some medical programs)
• Long Term and Short-Term Disability
• Life Insurance and Accidental Death and Dismemberment Insurance
• Paid Time Off
• On-going training opportunities