HTC - Service Manager

HTC - Service Manager

Department: HOLT Truck (TRUCK)

Employment Type: Full Time

Location: HTT - Temple

Reporting To: Dusten Kennedy

The Service Manager’s main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfaction, as well as positively contributes to the business performance and overall company profitability.

The incumbent in this position is expected to model the following practices on a daily basis:
1) Demonstrate alignment with the company's mission and core business values;
2) Collaborate with key internal/external resources;
3) Participate in ongoing self-development.

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)

• Manage and plan the daily operations of the service department, working with and acting on deviations. Lead and motivate the service department personnel.
• Set routines for planning and following up on meetings
• Carry out pulse meetings
• Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation
• Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department
• Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration
• Monitor Dedicated Customer Service and Digital Dealer adoption and utilization, addressing any deviations
• Monitor and handle deviations, initiate proper actions and escalations
• Coordinate with the parts department to ensure parts availability, ensure service exchange, and warranty parts procedures are adhered to
• Manage the service department facilities
• Create and manage schedules and shifts

• Develop and manage customer relationships ensuring that customer’s needs are met, and services are developed to meet the future needs of the customer.
• Build and maintain the right level of relationships with customer representatives
• Monitor the department’s processing of complaints and process major or complicated complaints
• Assist service department personnel and customers regarding technical issues
• Participate in meetings with key customers when required

• Increase service solutions sales by developing, maintaining, and communicating the services portfolio and solutions according to customer needs.
• Market and communicate the International Service Solutions to existing and potential customers
• Coordinate and follow up of the Service Salesman activities if required by the reporting line
• Enable a team-based approach ensuring open and effective communication within the service department to achieve common business objectives
• Monitor the service department’s pricing and discounts to ensure that they meet the established levels
• Collaborate and coordinate with other dealership personnel to develop, maintain and communicate the service strategies and solutions

• Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.
• Manage and analyze the service department’s running costs and expenses budget
• Regularly follow up on service business and financial results
• Set, monitor, maintain, and follow up on KPIs
• Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required
• Analyze current standards to identify and present opportunities for improvement of the service department
• Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals
• Review warranty performance and financial impacts, addressing any procedural or training opportunities

• Create and foster environment that embraces…