Retail Service Manager

Novae Llc; Boise (ID); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Match

Paid Time Off

Employee Assistance Program

Life Insurance

Disability Insurance

Ongoing Training and Development

Job summary

Novae Llc in Boise, Idaho, is seeking an experienced Retail Service Manager to lead the daily operations of our service department, overseeing trailer repair work, managing customer relationships, and driving service and parts sales from check-in through delivery.

The ideal candidate will combine strong leadership, operational discipline, and a passion for quality workmanship, thriving in a fast-paced setting while coaching the team to deliver an exceptional customer experience.

Qualifications

• 3+ years of management experience in service, retail, dealership, or related industry.
• Proven leadership and ability to achieve performance goals.
• Strong communication, customer service, and relationship-building skills.
• Excellent organizational and multitasking abilities.
• Experience with quoting repairs, scheduling work, and managing workflow.
• Proficiency with Microsoft Office and business software systems.

Responsibilities

• Lead service operations: coordinate trailer repairs, manage parts ordering and inventory, track trailers, review repair estimates, ensure quality before delivery, and maintain safety standards.
• Oversee customer experience: serve as primary contact, communicate status and timelines, resolve concerns, build long-term relationships, and drive service and parts sales.
• Provide leadership and development: recruit, train, coach, conduct performance reviews, foster high-performance culture, and collaborate with sales/store teams.

Skills

Leadership

Customer service

Communication

Organizational skills

Multitasking

Sales

Education

Bachelor's degree in Business / Retail Management

Tools

Microsoft Office

Business software systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Retail Service Manager

Full-time Regular Management Boise, ID, US

2 days ago Requisition ID: 3240

Location: Boise, Idaho
Employment Type: Full-Time
FLSA Status: Exempt

Lead a High-Performing Service Team

We are seeking an experienced and customer-focused Retail Service Manager to lead the daily operations of our service department in Boise, Idaho. This role is responsible for overseeing trailer repair operations, managing customer relationships, driving service and parts sales, and ensuring every customer receives an exceptional experience from check-in through delivery.

The ideal candidate combines strong leadership skills, operational excellence, sales ability, and a commitment to quality workmanship. If you thrive in a fast-paced environment and enjoy developing teams while delivering outstanding customer service, we'd like to hear from you.

What You'll Do

Service Operations

• Coordinate and schedule trailer repairs to ensure timely completion.
• Manage repair parts ordering and inventory to support efficient workflow.
• Tag, organize, move, and track trailers throughout the service process.
• Review and approve repair estimates for accuracy and profitability.
• Ensure all completed work meets company quality standards before customer delivery.
• Establish and maintain shop safety standards and procedures.

Customer Experience

• Serve as the primary point of contact for customers throughout the repair process.
• Communicate repair status, timelines, and recommendations clearly and professionally.
• Resolve customer concerns and escalated service issues promptly.
• Build long-term customer relationships through exceptional service.
• Sell service work, maintenance programs, and parts to customers.
• Drive department revenue and profitability.
• Monitor key performance indicators including:
  • Labor sales
  • Parts sales
  • Gross profit
  • Shop productivity
  • Customer satisfaction
  • Repair turnaround time
• Identify opportunities to improve operational efficiency and customer experience.

Leadership & Team Development

• Recruit, train, coach, and develop service department staff.
• Conduct performance reviews and provide ongoing feedback.
• Foster a positive, accountable, and high-performance culture.
• Work collaboratively with sales and store personnel to support overall business objectives.

Qualifications

Required

• 3+ years of management experience in service, retail, dealership, customer service, or related industry.
• Demonstrated success leading teams and achieving performance goals.
• Strong communication, customer service, and relationship-building skills.
• Excellent organizational and multitasking abilities.
• Experience with quoting repairs, scheduling work, and managing workflow.
• Proficiency with Microsoft Office and business software systems.

Preferred

• Bachelor's degree in Business, Retail Management, or a related field.
• Experience in the trailer, RV, automotive, powersports, or equipment dealership industry.
• Knowledge of trailer repair processes, service operations, and parts management.

Bilingual in English and Spanish preferred.

• Proven sales and profit management experience.

We offer a competitive compensation package including:

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off
• Employee Assistance Program
• Life Insurance
• Disability Insurance
• Ongoing Training and Development