Service Manager

Full-time | 1st Shift | Sheffield Village, OH

Service Manager
- Kenworth of Cleveland, Sheffield Village, OH

Hissong Group, Inc., headquartered in Richfield, Ohio, has been a trusted full-service authorized Kenworth dealer for over 60 years. With six dealerships across Ohio, Hissong Group provides comprehensive new truck sales, parts, and service for heavy and medium‑heavy trucks, including our Mobile Fleet delivering 24/7 roadside assistance. Our commitment to customer relationships makes us a one‑stop resource for the Ohio trucking community.

Kenworth of Cleveland, Ohio is a full‑service Kenworth truck dealer serving Cleveland and the surrounding Northeast Ohio communities. Conveniently located to support fleets, vocational operators, and owner‑operators, our dealership provides new Kenworth truck sales, a comprehensive truck parts department, and a professional service center staffed with factory‑trained technicians.

We believe in investing in our team.

We

Offer:

• Comprehensive online and in‑person training on the latest industry trends and technology.
• Access to cutting‑edge diagnostic and repair technology.
• Clear advancement opportunities through internal promotions.
• Annual performance reviews and service awards.
• Competitive pay.
• Annual allowance for tools, work boots, and safety glasses.
• Medical, dental, and vision insurance.
• Health Savings Account (HSA) and Section 125 pre‑tax savings deductions.
• Company‑paid and voluntary life and AD&D insurance.
• 401(k) retirement savings plan with company matching.
• Employee Assistance Program (EAP).
• Paid time off (vacation, sick, personal) and company holidays.
• Opportunities for advancement.
• Company‑paid training.
• Company‑provided uniforms and laundry services.
• Employee recognition programs and referral bonuses.
• Company and employee events.
• Employee surveys to ensure your voice is heard.
• Thorough onboarding process.

The primary responsibility of the Service Manager is the supervision of the profitable operations of the Service Department and to grow the departmental service sales and gross profits each year.

• Supervise daily activities of all Service Department employees, ensuring efficient workflow and high-quality service.
• Review and analyze performance metrics, implementing corrective actions to improve efficiency and customer satisfaction.
• Hire, organize, train, cross‑train, and develop Service Department personnel, utilizing Kenworth training modules (BCA) to meet annual training goals.
• Manage dealership‑wide service calls, advertising initiatives, and shop promotions, collaborating with the Marketing Manager as needed.
• Coordinate the purchase and transfer of service shop equipment and tooling. Maintain a professional image by ensuring the cleanliness and organization of the office, shop, customer lounge, restrooms, and exterior facilities (including lighting and parking lot maintenance).
• Communicate and enforce company policies, including all safety regulations. Manage snow removal and sidewalk clearing as needed. Ensure adherence to the Company Drug‑Free Policy.
• Implement Dealer Excellence Programs: organize and implement all Kenworth programs for Dealer Excellence.
• Supervise Warranty Administrator(s) to ensure timely and accurate filing of warranty claims to Kenworth and other OEMs, maximizing profitability and cash flow.
• Manage technician workloads, provide clear communication on repair orders (ROs), and ensure corporate productivity and efficiency goals are met.
• Analyze the root causes of service comebacks and implement timely corrective actions, including communication with technicians and customers.
• Support all dealership departments through professional and courteous working relationships with other managers. Ensure consistent and effective communication between Service Writers and customers.
• Proactively call on new accounts to increase service sales and gross profit annually, collaborating with the General Manager and Marketing Manager.
• Follow all accounting and procedural guidelines outlined in the Service Department Policies Book and the Company Employee Handbook.
• Comply with all safety policies, practices, and procedures. Report any unsafe activities to the General Manager.
• Abide by the Company Drug‑Free Policy.
• Additional duties may be added as needed.

Apply Today! Hissong Group is an equal opportunity employer.