Service Manager

Kenworth Sales Company; Richmond, Northern (VA, KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health and Dental insurance

FSAs with FLEX Card

Group Life Insurance

Short Term Disability Insurance

Long-Term Disability Insurance

Voluntary Life Insurance

Corporate Holidays

Paid Vacation and Personal Leave

401(k) plan with company match

Voluntary Supplemental Insurance plans

Job summary

Kenworth Sales Company in Richmond, VA seeks a Service Manager to oversee the day-to-day operations of the service department, including customer and fleet accounts, staff training, and profitability. Responsible for supervising personnel and maintaining quality work to meet customer expectations.

The role requires leadership, strong communication, and hands-on knowledge of heavy-duty truck repair methods, with a salary range of $90K–$110K plus incentives. Equal opportunity employer.

Qualifications

• Minimum 5 years working experience in a Heavy Duty, Truck Repair Facility or Dealership with 5 years in a supervisory role preferred.
• Working knowledge of current heavy duty truck repair methods and diagnostic procedures.
• Read, write and comprehend English instructions and information.
• Excellent organization, analytical, written and verbal communication skills.
• Professional personal appearance; CDL is preferred.

Responsibilities

• Supervise service department personnel and analyze performance to improve profits.
• Hire, train, orientate, and certify technicians and support staff.
• Sell labor and parts to hit profit targets; know local market and competition.
• Maintain records and ensure paperwork is accurate and secure.
• Ensure compliance with government regulations and safety policies.
• Lead weekly, monthly, and safety meetings; maintain a safe work environment.
• Assist technicians in diagnosing problems and communicate progress to customers.

Skills

Leadership

Communication

Analytical thinking

Organization

Customer service

Computer literacy

Education

High school diploma

College degree or technical certifications desired

Job description

Bring your skills to the 2025Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location Kenworth and Isuzu truck dealership group, is looking for a Service Manager to join our Richmond, VA team.

JOB SUMMARY:

The primary functions of the Service Manager is to supervise the day-to-day operation of the service department at a profit, including handling customer, local and national fleet accounts, maintaining and training qualified technicians and support staff.

Salary Minimum and Maximum: $90K -$110K Annually with Incentive Opportunities.

Due to federally mandated DOT regulations, Kenworth Sales Company is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.

DUTIES AND RESPONSIBILITIES:

• Supervise all service department personnel, review and analyze performance results and take any necessary corrective action to improve performance and increase profits. Develop and implement business plans on a yearly basis to grow the business, make adjustments to the plan dictated by current conditions. Ensure quality work is being performed to customers’ expectation levels.
• Hire, train, orientate, and certify the appropriate amount of technicians, and other support personnel in various areas of expertise. Maintain productivity and efficiency reports; make necessary adjustments to achieve departmental goals. Counsel employees and do periodic performance reviews within company guidelines.
• Sell labor and parts to achieve profit targets determined in business plan. Know the local market potential, customers, vendors, and competition.
• Assure that all paperwork, repair orders and supporting documents are accurate and complete and maintained in a secure fashion.
• Maintain all necessary records relating to government regulations, OSHA, hazardous waste removal, and environmental policies/procedures.
• Keep service department, tool room, break areas, and storage lot, clean and free of any safety hazards.
• Plan, initiate, and participate in weekly, monthly, quarterly team meetings and safety meetings.
• Assist technicians in diagnosis of customer mechanical problems, recommend and sell appropriate repairs, stay on top of work in process, keep customers informed of any delays and progress in person, by phone or email. Road test and inspect vehicles upon completion.
• Maintain superior customer relations; handle any customer complaints with courtesy and professionalism in an expeditious manner.
• Follow factory and vendor warranty policies, guidelines and procedures. Administer any policy adjustments in the best interest of the customer and Kenworth Sales Company.
• Solicit additional service business by phone and personal contact on a regular basis. Develop and foster a relationship with the outside parts and service salesperson if applicable.
• Must be able to work in harmony with other department and corporate managers.
• Responsible for insuring proper payments are received before releasing vehicles to customers, and timely submission of warranty claims and collection.

QUALIFICATIONS:

• Ability to read, write and comprehend English instructions and information
• High school diploma or equivalent is required, college degree or technical certifications is desired
• Minimum 5 years working experience in a Heavy Duty, Truck Repair Facility or Dealership with 5 years in a supervisory role preferred
• Must have a working knowledge of current heavy duty truck repair methods and diagnostic procedures
• Excellent organization, analytical, written and verbal communication skills
• Computer literacy and proficiency with basic computer software programs and experience reading financial statements
• Must have a professional personal appearance
• Current and clean CDL is preferred

WORKING CONDITIONS:

• This position involves both sedentary and other work.
• For part of the shift, will work at a desk in a warehouse setting doing paperwork, making and receiving phone calls, filing, and ten-key.
• For part of the shift, will stand, stoop, kneel, crouch, and reach, moving about the dealership facility to communicate with managers, employees, and customers.
• Lifting of at least 35 lbs. without assistance on a daily basis, as well as heavier loads with forklifts and/or additional assistance.
• Will be exposed to noise, dust, exhaust fumes, and a variety of other hazardous and nonhazardous materials.

BENEFITS:

• Kenworth Sales Company promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
• Stability – Company is financially strong with an established base of customers and is well-positioned for continued expansion.
• History of Excellence – Work for an award‑winning dealership with a reputation for unsurpassed quality and customer service.
• Excellent compensation and benefits package including comprehensive Health and Dental insurance, Flexible Spending Accounts (FSAs) with FLEX Card, Group Life Insurance, Short Term & Long-Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.

Veterans are encouraged to apply!

About the company:

Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountian West and Mid-Atlantic regions.

An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.