Service Manager

Kenworth Louisiana; New Orleans (LA); On-site; USD 70,000 - 90,000; Full time

Job summary

Kenworth of Louisiana, LLC in New Orleans seeks a Service Manager to lead the service department, drive profitability, and ensure exceptional customer service. The role requires strong leadership, operational oversight, and a focus on quality workmanship.

The candidate will hire and train staff, maintain productive relationships with customers and factory reps, and coordinate repair plans with the parts team while ensuring timely and accurate estimates and service delivery.

Qualifications

• Five (5) years of service management experience required.
• Must display excellent leadership and communication skills.
• Requires previous supervisory experience.
• Positive, can-do attitude.
• Strong work ethic and commitment to extra hours when needed.

Responsibilities

• Manage departmental profitability while meeting goals and objectives.
• Hire, train, motivate, counsel, and monitor service staff.
• Maintain customer relations and encourage repeat and referral business.
• Lead meetings with department staff to discuss operations and issues.
• Coordinate with parts and factory representatives to ensure parts availability and repairs.
• Provide accurate cost and time estimates for repairs and maintenance.
• Handle after-hours service calls as needed.
• Maintain records and schedules for training and warranty parts retention.

Skills

Leadership

Communication

Supervision

CDL preferred

Job description

Service Manager

Summary:

Responsible for running an efficient service department; will operate the department at maximum
production while controlling costs, building and maintaining a loyal customer base, maintaining
good employee relationships, recruiting new employees, setting and obtaining profit objectives and
maintaining customer service records as well as assisting with other departmental records

Essential Duties:

• Ensures departmental profitability while striving to meet goals and objectives
  
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff
  
• Is familiar with and able to perform all departmental duties
  
• Conducts meetings with departmental employees as needed to discuss operations and/or problems
  that arise
  
• Establishes and maintains good working relationships with customers to encourage repeat and
  referral business
  
• Services as a liaison with factory representatives
  
• Greets all customers promptly and gives firm estimates on costs and time requited for repairs
  and maintenance
  
• Handles all customer complaints courteously and promptly
  
• Handles after hour service calls as needed for your team
  
• Maintains the highest possible standards of workmanship
  
• Maintains records of training and schedules training for techs required by
  manufactures/suppliers
  
• Develops systems to check for quality of workmanship and jobs performed. Leads quality
  control inspection
  
• Strives for teamwork and harmony with other departments
  
• Maintains a repair order system that follows the "three C's"; complaint, cause and correction
  
• Maintains accurate records and ensures warranty parts retention and downloads
  
• Works with parts department to ensure proper parts stocking of high use parts
  
• Ensures units are triaged within 2 hours and repair plans are communicated to customers
  
• Communicates effectively with all customers in a manner that reflects positively on oneself,
  the dealership and the brands
  
• All other duties as assigned
  

Qualifications:

• At least five (5) years of service management experience required
  
• CDL preferred
  
• Must display excellent leadership and communication skills
  
• Requires previous supervisory experience
  
• Must have positive, can-do attitude
  
• Must have strong work ethic and commitment to extra hours when needed
  

Work Environment:

The employee will be exposed to moving parts and electrical current. Exposed also to grease,
chemicals, dust, dirt, and the heat and cold of the outdoors.

EEO Statement:

It is the policy of Kenworth of Louisiana, LLC to provide equal employment opportunity (EEO) to all
persons regardless of age, color, national origin, citizenship status, physical or mental
disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or
expression, genetic information, marital status, status with regard to public assistance, veteran
status, or any other characteristic protected by federal, state or local law. In addition, Kenworth
of Louisiana, LLC will provide reasonable accommodations for qualified individuals with disabilities.