HTC - Service Manager

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.

Department: HOLT Truck (TRUCK)

Employment Type: Full Time

Location: HTT - Temple

Reporting To: Dusten Kennedy

• 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 acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development
• Protect the employee’s and company’s reputation by keeping information confidential
• Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is…