Feb 14, 2019

Service Manager - Heavy Duty Truck and Trailer Dealership

  • Opperman & Son, Inc.
  • Healdsburg, CA, USA
Full-Time Automotive Logistics Management Transportation

Job Description

 Job Title: Service Manager

Job Function: Quality, Service, and Integrity. Fulfill internal and external customer needs by managing the Service Department resulting in value, quality of work, and a high degree of customer satisfaction. To represent and promote the Sales, Service, and Parts Department operations in a positive manner, which assures customer confidence, repeat business, and maximum return for the business.

Reporting Relationships: Reports directly to the Service Director (currently an owner). The position has a functional relationship with the parts and sales staff, controller and administrative staff, and the company owners.

Responsibility: The Service Manager is responsible for establishing and maintaining an efficient, quality, and profitable department; support the technicians with guidance, direction, and training to accomplish the best possible workmanship; maintain and support our customer base. You are responsible for adhering to company policies and procedures, safety, and using sound judgment.

Essential Duties: The essential duties of the Service Supervisor include but are not limited to the following:

  1. Fulfilling the described duties, supporting company policies and procedures, and adherence to safety.
  2. Efficient scheduling and organization of customer repairs and internal shop repairs. Assure correct and on-time delivery to meet expected deadlines. Everyone should know his/her daily plan each morning. Oversee the work of the technicians to assure correct mechanical repairs. Keep abreast of work flow and job status by doing walk-arounds in the shop.
  3. Advise customers and Salesmen of shop repair estimates and any cost changes in pre-delivery repairs. All changes must be approved in writing and documented on the repair order.
  4. Technical support as needed in assisting service technicians. Assist in training of technicians. Responsible for scheduling training for technicians to ensure continuous improvement and increased skillset.
  5. Manage all paper flow: charges, internals, and warranties. Assure technicians are charging out time properly, and labor descriptions are correctly stated on all service tickets. All paperwork must be processed promptly. Audit open repair order log each month prior to month end.
  6. Control non-productive time. Manage technician’s time and material with an emphasis productivity.
  7. Convey efficiency, innovative operation ideas with the owner(s) and initiate upon his approval. Any major operational change must be approved by the owner(s).
  8. Be the great communicator. Answer phone calls promptly, customers as needed, communicate with sales staff. Solve problems immediately. Get with the owner on problems you cannot solve. Communication is key to resolving problems.
  9. Check over ALL units assuring they are complete and in road ready condition before they leave our yard. Safety and Quality is our job.
  10. Maintain an orderly incoming line, ready line, clean yard and offices at all times.
  11. Keep special shop tools up-to-date, tool areas managed and clean. All tool purchases must have the owner's prior approval. Tools may be shared among departments.
  12. Maintain and keep current the service library manuals and bulletins. Communicate any technical or policy information personnel as needed.
  13. Manage expenses and overtime.
  14. Work with the sales staff on reconditioning trade-in equipment.
  15. Work with the Parts Manager to ensure parts required are available.
  16. Conduct Service Department meetings as required (minimum 4 per year).
  17. Manage the Safety Program for the department. Know the regulations and make certain we are in compliance with USDOT, OSHA, EPA, AND EEOC/ADA. Attend quarterly safety meeting.
  18. Personnel Management-manage all service personnel including hiring, reviews, corrections, dismissal, training, policies, motivation, quality, and productivity. Assure that at least one person is qualified to fill any specific job position, including the supervisor’s position. Encourage professionalism in attitudes, actions, and dress; lead by example.
  19. Vehicle Management-maintain the vehicle fleet and stress cleanliness.
  20. Attend company or community functions as requested.
  21. Any other duties as assigned by the ownership.

Standards and Measurement of Performance: You will meet or exceed your expectations when the following happens:

  1. Fulfilling the described duties, supporting company policies and procedures, and adherence to safety.
  2. Internal and external customers are satisfied with the department.
  3. Accomplishing performance goals as set forth by the Company in quality, efficiency, and profitability.
  4. Growth in the department, primarily customer labor or internal units processed.
  5. Quality assurance in every job; low re-work instances.
  6. Successful at: Open repair order management
  7. Procedures are followed and submitted on time.
  8. Successfully working with all departments. Meet with the parts manager and sales staff on an ongoing basis.
  9. Morale and motivation within the Service Department is accomplished, employees are satisfied and gaining skills as a result of good personnel management.


  • Knowledge of business and management principles involved in strategic planning, resource allocation, and coordination of people and resources (scheduling)
  • Five years supervisory experience
  • Knowledge of machines and tools, including their designs, uses, repair, and maintenance
  • Ability to understand customer problems and needs
  • Excellent verbal and written expression and clarity
  • Strong attention to detail
  • Ability to lift and carry upto 75 pounds
  • Motivating attitude with a positive work behavior
  • Proficient in Microsoft Office and business system software (Karmak Fusion, eTech, or similar systems)
  • ASE diesel certified or equivalent work experience on class 8 trucks, cargo trailers, dump trucks, and flatbed trailer repairs (bumper to bumper) at journeyman or master level
  • Class A driver’s license with a clean driving record

Working Conditions

  • Climate conditions can be hot or cold
  • May require long hours seated or standing, bending, squatting, twisting, climbing. pushing, pulling, etc.
  • Requires outdoor activity including field service with technician
  • May be exposed to contaminants, pollutants, and gases
  • Sound levels may be loud due to tool usage and machinery
  • All Class A drivers are enrolled in DOT random drug screening program


Salary: DOE


  • Medical and dental coverage is eligible on the 1st of the month following 60 days of employment, company covers 80% of medical and dental premium for the employee and 50% of the dependent premium
  • Discretionary annual bonus
  • 401K and Profit Sharing eligibility after one year of employment
  • Vacation accrues at two weeks per year from the first day of employment
  • 3 days of sick time after 60 days of employment and annually thereafter
  • Holidays – New Year’s, Memorial, July 4th, Labor Day, Thanksgiving, and Christmas



Equipment Install-Maintain-Repair,   Facilities Management-Maintenance,   General-Other: Installation-Maintenance-Repair,   Oil Rig & Pipeline Install-Maintain-Repair,   Vehicle Repair and Maintenance  





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