Service Manager

Ballard-Truck-Center-; West Springfield (MA); On-site; USD 75,000 - 110,000; Full time

Job summary

Ballard Truck Center in West Springfield, MA is seeking a Service Manager to lead a profitable and efficient service department. You will drive proper procedures, staff utilization, and safety while meeting OEM standards.

Responsibilities include coordinating with Parts, maintaining customer relationships, approving estimates, monitoring performance, and ensuring compliance with regulations. The role requires strong leadership and hands-on management of a busy shop.

Qualifications

• High school diploma or equivalent required.
• 2–3 years of service manager experience in automotive or heavy truck.
• Experience managing a department of 10+ employees; CDK software and heavy‑duty truck dealership experience preferred.

Responsibilities

• Lead and manage the service department to meet goals and profitability.
• Coordinate with Parts to ensure cohesive department performance.
• Provide accurate quotes and maintain OEM compliance and warranty procedures.
• Monitor department performance using reports and dashboards.
• Maintain safety, training, and a professional work environment.

Skills

Proficient computer skills

Leadership

Communication

Time management

Education

High school diploma or equivalent

Tools

CDK software

Job description

Ballard Truck Center is a family-owned business providing the best experience in the full-service commercial trucks industry in the northeast. Ballard’s dedicated team of technicians and representatives have earned them the title of #1 in Customer Satisfaction in the US by Volvo Trucks and Mack Trucks USA Dealer of the Year time and time again. Whether it is sales, service, parts, leasing, or rentals – Ballard’s been keeping the community rolling for over 100 years.

Ballard Truck Center in W Springfield, MA has immediate openings for a Service Manager.

Job Overview: The service manager is responsible for running a profitable and efficient service department. They will accomplish objectives through the use of proper procedures and policies, staff utilization, and security.

Responsibilities and Duties/Essential Functions

• Strive to meet goals and objectives for the department
• Strive for harmony and teamwork within the service department and with all other departments.
• Work with Parts Manager to ensure both departments work cohesively together
• Understand, keep abreast of, and comply with federal, state, and local regulations that may affect the department
• Attend managers’ meetings as requested
• Establish and maintain good working relationships with customers to encourage repeat and referral business
• Ensure that all customers are greeted promptly and given fair estimates/quotes on costs and time required for repairs and maintenance
• Handle customer complaints immediately and according to the dealership’s guidelines.
• Maintain reporting systems required by management and the OEMs
• Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys
• Understand and ensure compliance with OEMs warranty and policy procedures
• Monitor technicians’ productivity reports and corresponding payroll records
• Monitor and follow up on parts orders with the parts department to ensure availability
• Inform technicians of time allowances on each repair order
• Analyze departmental operations and storage layout and revise as needed for maximum effectiveness
• Keep informed of new equipment and tools available and recommend purchases
• Monitor the location and care of shop tools
• Ensure all repair orders are signed and have any customer required PO’s listed and/or attached
• Maintain a safe work environment
• Participate in all training programs that are made available.
• Assist in the collection of past-due accounts as needed/requested by accounting
• Ensure that the department is kept clean, including all work areas and customer waiting area

Supervisory Responsibilities

• Hire, train, motivate, counsel, and monitor the performance of all service department staff
• Direct and schedule the activities of all service departments employees
• Provide technical assistance to service department employees
• Ensure all service department employees understand and are performing their duties and responsibilities
• Conduct meetings with service department employees to discuss activities and problems of mutual interest and to develop strategies for a more efficient operation
• Monitor service department employees’ payroll record
• Ensure that all department employees receive appropriate OEM training
• Performance management of employees (including conducting annual performance reviews)

Work Environment

• A majority of the day is spent in an office environment
• The Service Manager is expected to be present in all areas of the department (including the shop floor and yard) at times/as need

Physical Demands

• A majority of the day is spent sedentary behind a desk working on a computer
• Standing and walking through the department and yard
• Occasional driving/travel for meetings and an occasional customer visit
• Occasional light lifting, bending

Position Type

• Full time (expected to be on site 9 hours a day)
• Exempt
• Salary
• Minimal nights and weekend required

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

• Education level:
  • Minimum: high school diploma or equivalent
• Experience:
  • Minimum: 2-3 years service manager (automotive or heavy truck)
  • Preferred: Managing of a department of 10 or more employees
  • Preferred: CDK software
  • Preferred: Heavy duty truck dealership
• Skills:
  • Proficient computer skills
  • Good leadership skills
  • Good communication
  • Time management
• Personal characteristics:
  • Personable
  • Works well with others
  • Team oriented
  • Professional
• Licenses:
  • Preferred: Drivers License