SERVICE MANAGER

Summa Humma Enterprises LLC; North Reading (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

Summa Humma Enterprises LLC is seeking a Service Department Supervisor to manage daily operations of the service desk, bays, and yard. You will direct staff, handle work orders, and ensure high customer satisfaction at the store location in North Reading, MA.

The role requires 3–5 years in customer service or service advisory roles, plus 1–3 years of supervisory experience. Diesel and small-engine knowledge is essential, along with strong computer skills.

Qualifications

• HS or equivalent; tech/college preferred.
• 3-5 years customer service or service advisor experience.
• 1-3 years service department supervision.
• Mechanical knowledge: diesel and small engines.

Responsibilities

• Plans, directs, schedules and coordinates the activities of service writers, service mechanics, yard attendants, janitor and delivery drivers; trains employees.
• Oversees opening/closing of work orders for service based on customer needs.
• Ensures adequate staffing; enforces policy and practices.
• Communicates with customers by phone/in person regarding status of service work orders; explains additional work as needed.
• Exercises judgment in customer satisfaction; seeks operations manager approval as needed.
• Coordinates with other store personnel; ensures safe operating conditions.
• Performs other related duties as assigned.

Skills

Customer service

Supervisory skills

Diesel know-how

Small engine knowledge

Computer software skills

Education

High School diploma or equivalent

Technical college preferred

Tools

Service management software

Job description

About this position

Position Summary: Responsible for the daily operation of the service department which includes the service desk, service bays and yard. Supervises the service and delivery operations at the store to ensure customer satisfaction.

Essential Functions:

1. Plans, directs, schedules and coordinates the activities of service writers, service mechanic(s), yard attendant(s), janitor and delivery driver(s) assigned to the store. Trains employees in company procedures.

2. Oversees the opening and closing of work orders for service based on customer needs using the supervisory reports and direct observations.

3. Responsible for adequate staffing of assigned areas. Enforces company policy and practices.

4. Communicates with customers by phone and in person regarding the status of service work orders. Explain any need for additional work.

Other Functions:

1. Exercises judgment in Customer Satisfaction issues. Seeks approval from Operations Manager when required.

2. Coordinates and communicates with other store personnel as needed.

3. Insures safe operating conditions and practices at the store.

4. Other related duties as assigned.

Education: HS or equivalent. Tech or College preferred.

Experience: 3-5 years Customer service, service advisor and or parts distribution experience.

1-3 years of service department supervision.

Specific Skills: Computer software skills, supervisory skills.

Specialized Knowledge, Licenses, etc.: Mechanical knowledge (Diesel and small engine knowledge), and generally accepted service practices.

Working Conditions: Normal store conditions including occasional service bay and external activities, computer and telephone operations, desk and counter work. Occasional physical effort in training and instruction of employees.

This job description does not include all the duties of the position. The employer has the right to add or revise the list at any time. This job description does not constitute a contract of employment. Employment is “at will” at outlined in the Employee Handbook.

Job Type: Full-time