Service Manager

HERITAGE TRACTOR LLC; Mendota (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Heritage Tractor LLC is seeking a Service Manager to oversee the Service Department, ensuring efficient workflow and high-quality repair and maintenance services. You will lead technicians, schedule work, manage work orders, and coordinate with customers to ensure on-time completion and accurate invoicing.

The role requires strong organizational skills, experience with dealership software, and a commitment to teamwork and continuous improvement within a dealership environment.

Qualifications

• High school diploma or equivalent required.
• Experience coordinating service operations or dealer service functions preferred.
• Proficiency with Microsoft Office and dealership software.
• Knowledge of accounting principles related to service operations.
• Strong organizational and communication skills.

Responsibilities

• Lead daily Service Department operations to support customer satisfaction and efficiency.
• Schedule and assign work to technicians based on skill level, workload, and priorities.
• Manage the complete work order process from opening to invoicing—accurate billing.
• Coordinate warranty processing and ensure DOT-compliant vehicle maintenance records.
• Maintain department records and collaborate with other dealership departments.

Skills

Scheduling coordination

Customer service

Leadership

Documentation accuracy

Microsoft Office

Dealership software

Problem solving

Teamwork

Education

High school diploma or equivalent

Tools

Dealership management software

Job description

Purpose:The Service Manager oversees the daily operations of the dealership's Service Department to deliver exceptional customer service, efficient workflow, and high-quality repair and maintenance services. This role coordinates technician scheduling, manages the work order process from creation through customer invoicing, and works closely with customers and other dealership departments to ensure work is completed accurately, efficiently, and on time. The Service Manager also provides leadership, coaching, and performance management for service technicians while promoting teamwork, accountability, and continuous improvement.Responsibilities:Lead the daily operations of the Service Department to support customer satisfaction, productivity, and operational efficiency.Maintain a consistent pipeline of service work by coordinating scheduling and communicating with customers regarding service needs.Schedule and assign work to technicians based on skill level, workload, and business priorities.Manage the complete work order process, including opening work orders, monitoring job progress, reviewing completed work, and preparing accurate customer invoices.Review work orders to ensure accuracy, completeness, and proper parts usage before customer billing.Verify that applicable pickup, delivery, and service charges are accurately applied.Serve as a primary point of contact for internal and external customer inquiries related to service operations.Monitor technician progress and collaborate with available resources to improve efficiency and timely job completion.Maintain department records, equipment documentation, and service files.Coordinate with centralized warranty processing to ensure warranty claims and product improvement claims are submitted within required timeframes.Monitor work in process and support timely completion and invoicing of service work.Coordinate with the transportation department to maintain vehicle maintenance records in compliance with applicable DOT requirements.Conduct performance evaluations, provide coaching, and support the development of service technicians.Build positive working relationships with customers, coworkers, and other dealership departments.Foster a safe, organized, customer-focused, and team-oriented work environment.Perform other duties as assigned to support dealership operations.Experience, Education, Skills and Knowledge:High school diploma or equivalent required.General understanding of mechanical or technical terminology is preferred.Previous experience coordinating service operations, technician workflow, or dealership service functions preferred.Experience using dealership management or manufacturer software systems preferred.Basic knowledge of accounting principles related to service operations.Proficiency with Microsoft Office applications, internet-based systems, and dealership business software.Knowledge of standard office procedures and administrative processes.Strong organizational skills with the ability to prioritize work, manage multiple tasks, and maintain accurate records.Ability to communicate professionally and effectively with customers, technicians, coworkers, vendors, and management.Strong customer service skills with a commitment to delivering a positive customer experience.Ability to review work orders, invoices, and related documentation for accuracy and completeness.Ability to coordinate workflow, monitor job progress, and support efficient service operations.Demonstrated attention to detail, sound judgment, and problem-solving skills.Commitment to teamwork, accountability, continuous improvement, and maintaining positive working relationships across departments.Regularly sit, stand, walk, and move throughout the dealership.Frequently use a computer, keyboard, mouse, telephone, and other standard office equipment.Occasionally bend, reach, and lift materials weighing up to 10 pounds.Regularly communicate with customers, technicians, vendors, and other employees.DisclaimerThis job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change based on business needs. Employees may be required to perform other job-related duties as assigned.