Service Manager

DATTCO, INC; Saugus (MA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Room for advancement

Medical & dental insurance

Life insurance

Flexible spending account

401k plan with company match

Paid time off

Job summary

Thermo King Northeast in the United States is seeking a Service Manager to lead the service department, overseeing people, customers, workflow, and financial performance while delivering an exceptional customer experience. This hands-on role focuses on building a strong team, driving productivity and profitability, maintaining quality workmanship, and ensuring timely repairs.

You will partner with Parts, Sales, Warranty, and other departments to support customers and business goals.

Qualifications

• 5+ years of experience in a related service operation (commercial vehicle, diesel, fleet, dealership, heavy duty truck, or equivalent).
• 2+ years of supervisory or leadership experience.
• Strong understanding of service operations, shop workflow, and technician performance.
• Working knowledge of revenue, gross profit, productivity, proficiency, and expense management.
• Comfortable using service management systems and standard business applications.

Responsibilities

• Lead the daily service operation, including staffing, scheduling, workflow, and repair priorities.
• Coach, develop, and hold technicians and service support staff accountable for performance.
• Recruit, onboard, train, and develop employees while identifying opportunities for advancement.
• Monitor service revenue, labor gross profit, productivity, proficiency, WIP, overtime, and expenses.
• Ensure repair quality, timely completion, accurate documentation, and customer satisfaction.
• Oversee estimates, repair orders, customer authorizations, invoicing, and warranty processes.
• Work closely with Parts to improve workflow, parts availability, and vehicle turnaround time.
• Build strong customer relationships and resolve concerns quickly and professionally.
• Maintain a safe, professional, organized, and accountable work environment.
• Partner with Parts, Sales, Warranty, and other departments to support customers and overall business objectives.
• Continually develop your own leadership, communication, financial, and operational skills while helping develop future leaders within the organization.

Skills

Leadership

Communication

Customer service

Problem solving

Team development

Tools

Service management software

Job description

Thermo King Northeast (a DeVivo Companies operation) is currently hiring for a Service Manager!

We are looking for an experienced, hands on leader to oversee the people, customers, workflow, and financial performance of the service department. The right candidate will be able to develop a strong team, drive productivity and profitability, maintain high quality workmanship, and deliver an excellent customer experience.

What We Offer:

• Room for advancement – we promote from within
• Medical & dental insurance
• Life insurance
• Flexible spending account
• 401k plan with company match
• Paid time off

Responsibilities:

• Lead the daily service operation, including staffing, scheduling, workflow, and repair priorities.
• Coach, develop, and hold technicians and service support staff accountable for performance.
• Recruit, onboard, train, and develop employees while identifying opportunities for advancement.
• Monitor service revenue, labor gross profit, productivity, proficiency, WIP, overtime, and expenses.
• Ensure repair quality, timely completion, accurate documentation, and customer satisfaction.
• Oversee estimates, repair orders, customer authorizations, invoicing, and warranty processes.
• Work closely with Parts to improve workflow, parts availability, and vehicle turnaround time.
• Build strong customer relationships and resolve concerns quickly and professionally.
• Maintain a safe, professional, organized, and accountable work environment.
• Partner with Parts, Sales, Warranty, and other departments to support customers and overall business objectives.
• Continually develop your own leadership, communication, financial, and operational skills while helping develop future leaders within the organization.

Requirements:

Experience:

• 5+ years of experience in commercial vehicle, diesel, fleet, dealership, heavy duty truck, bus, transport refrigeration, or a related service operation.
• 2+ years of supervisory or leadership experience.
• Strong understanding of service operations, shop workflow, and technician performance.
• Working knowledge of revenue, gross profit, productivity, proficiency, and expense management.
• Comfortable using service management systems and standard business applications.
• ASE, manufacturer certifications, and/or CDL are a plus.

Skills:

• Strong leadership, communication, customer service, and problem solving skills.
• Ability to facilitate customer, manufacturer, vendor and supplier relationships.
• Strong verbal and written communication skills.

Physical Demands:

• Must be able to lift, carry, push, or pull up to 75 pounds occasionally.
• Must be able to bend, kneel, and reach as needed to perform job duties.
• Must be able to get on and off a creeper at floor level.
• Must be able to work outdoors in all weather conditions.

The physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. DATTCO provides reasonable accommodations to qualified individuals with disabilities, consistent with applicable federal and state law.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status and all other protected classes.