Service Center Manager

Overview

About Model 1 Commercial Vehicles:
Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. It’s a partner to customers who want more than a dealer—solutions to challenges today and a vision for what’s next. We offer custom-built vehicles and alternative fuel and electric vehicle options, with a partner from challenge to solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems:
  Trust what you know. Work together to find solutions. See every angle and figure it out.
• Setting the Tone:
  Establish the mood that puts others  approachable and transparent.
• Drive Forward:
  See what’s ahead. Imagine better methods. Seize opportunities. Move the business and the market, meaningfully.
• Find Balance:
  Align work energy with family, friends, and community. Prioritize accordingly and invest in others.
• Own It:
  Take the extra step. Fix issues when they come up. Care from start to finish. Do the right thing, every time.

Job Summary: The Service Center Manager oversees all day-to-day operations of the service branch with a business owner mindset. This role manages day-to-day activities of the service department, supervises shop foremen/technicians, service advisors, and other branch staff; ensures exceptional customer satisfaction; and drives profitability through efficient operations and service up-selling, balancing customer growth, team enablement, and system discipline with clear P&L ownership and proactive communications.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top-quality technology to assist in daily responsibilities and deliver outstanding customer service

• Oversee daily operations of the branch service department on retail/warranty service, upfit, vehicle make-ready, internal work, etc., ensuring smooth workflow and optimal technician productivity.
• Supervise and support branch operations staff: service advisors, foremen/technicians, warehouse, utility, and other staff.
• Own local P&L (budget adherence, forecast) with corporate support; revenue and gross profit accountability.
• Scheduling: same-day response and same-day scheduling initiative; confirmed appointments within 5 business days.
• Key accounts: existing customers purchasing parts, service, or vehicles from Model 1; stewardship increases with site scale.
• Warranty: site handles standard warranty; unique/complex/fleet defects escalate to Corporate Warranty per policy.
• Mobile service footprint strategy established during the annual facility plan.

• Customer growth & retention
• Outreach plan by segment; quarterly key-account reviews; service and parts growth targets.
• Enforce SLAs (same-day response & scheduling; appointment ≤ 5 business days).
• Maintain a clear escalation path for urgent service issues.
• Drive customer retention by ensuring a high level of satisfaction and repeat business.
• People & process
• Service office and shop staff oversight; clarify roles & cross-train.
• Daily huddles; defect tracking; rework containment & feedback loops.
• Partner with Parts for fast-mover stock, cores/returns, and shrink prevention.
• Train and develop branch staff to meet dealership performance standards.
• Financials, planning, & performance
• Monitor branch performance KPIs (e.g., shop efficiency, profitability, safety, CSAT).
• Ensure all work is completed according to dealership and manufacturer standards.
• Maintain accurate records of repair orders, labor, and customer communications.
• Sort, organize, and monitor expenditures and maintenance-related records.
• Build monthly forecast; manage labor mix/productivity; protect margins via pricing discipline.
• Align capacity with scheduling; approve overtime/shift moves within policy.
• Safety/quality/compliance
• Huddles/toolbox talks; PPE/housekeeping; incident reporting & corrective actions.
• Overall management of facility maintenance…