Service Manager (Leasing)

Kenworth Louisiana; Port Allen (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Kenworth of Louisiana, LLC is seeking a Service Manager to oversee our Leasing Operations, coordinating maintenance schedules, handling customer inquiries and complaints, and leading a team of service technicians to deliver exceptional truck service.

The role focuses on developing service improvement plans, tracking performance metrics, and ensuring compliance with industry regulations while maintaining profitability and high customer satisfaction.

Qualifications

• 5+ years of relevant experience or education preferred
• Must display excellent leadership skills
• Required previous supervisory experience
• Must have strong work ethic and be committed to extra hours when needed
• Must have strong leadership aptitude
• Must have Strong Written and Verbal Communication Skills

Responsibilities

• Oversee leasing service operations and ensure profitability and goals are met
• Hire, train, and monitor service department staff performance
• Establish and maintain relationships with customers for repeat and referral business
• Provide estimates promptly and obtain customer approval for billable maintenance and repairs
• Handle customer complaints courteously and promptly
• Manage after-hours service calls as needed
• Maintain high standards of workmanship and implement quality checks
• Lead quality control inspections and coordinate with other departments
• Maintain repair order system using the three Cs: complaint, cause, correction
• Ensure units are triaged within 2 hours and repair plans communicated to customers
• Communicate effectively with customers to reflect positively on the dealership and brands
• Maintain 90%+ Preventative Maintenance currency per PM schedules and policy
• Perform other duties as assigned

Job description

Service Manager for the Leasing Operations

Summary: The Service Manager will oversee our leasing service for the largest fleet of heavy-duty trucks in
the state. The ideal candidate will be responsible for managing all aspects of our service
operations, ensuring the highest levels of customer satisfaction and operational efficiency. This
role involves coordinating maintenance schedules, handling customer inquiries and complaints, and
leading a team of service technicians to deliver exceptional service. The Service Manager will also
be tasked with developing and implementing service improvement plans, tracking performance metrics,
and ensuring compliance with industry regulations.

Essential Duties

• Ensure departmental profitability and strive to meet goals and objectives.
• Hire, train, motivate, counsel, and monitor service department staff performance.
• Establish and maintain good relationships with customers for repeat and referral business.
• Promptly provide estimates and request customer approval for all billable maintenance and
  repairs
• Handle customer complaints courteously and promptly.
• Handle after-hours service calls as needed.
• Maintain the highest standards of workmanship.
• Develop systems for quality checks and lead quality control inspections.
• Strive for teamwork and harmony with other departments.
• Maintain a repair order system following the "three C's": complaint, cause, and correction.
• Ensure units are triaged within 2 hours and repair plans are communicated to customers.
• Communicate effectively with all customers, reflecting positively on oneself, the dealership,
  and the brands.
• Maintain required Preventative Maintenance currency of 90% or higher adhering to the assigned
  PM schedules for each unit and the company PM policy
• Perform other duties as assigned.

Qualifications

• 5+ years of relevant experience or education preferred
• Must display excellent leadership skills
• Required previous supervisory experience
• Must have strong work ethic and be committed to extra hours when needed
• Must have strong leadership aptitude
• Must have Strong Written and Verbal Communication Skills

Work Environment

The work in the service department involves working in an environment with exposure to moving
parts, electrical currents, grease, chemicals, dust, dirt, and various weather elements. Candidates
must be able to navigate the workspace efficiently and handle physical tasks that require lifting
up to 30 pounds for extended periods. Safety protocols are essential to mitigate risks associated
with these exposures. This role demands physical stamina and a keen awareness of surroundings to
ensure both personal and team safety.

This position involves frequent travel for meetings at various locations. While having a CDL
license is advantageous for roles within our Dealership and Leasing Operations, it is not a
mandatory requirement. We adhere to DOT regulations to ensure everyone remains compliant and can
utilize a CDL license if available. Depending on your role, you may still be required to operate a
heavy-duty truck within property restrictions.

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.