Service Manager

Department: Service
Reports To: Service Director / Branch or General Manager

Overview

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 satisfactions, as well as positively contributes to the business performance and overall company profitability. 

Benefits

• Health Insurance


• 401(k) Retirement Plan


• Paid Time Off (PTO)


• Competitive Wages


• Flexible Scheduling 

Key Responsibilities

• Oversee daily service department operations by leading staff, managing schedules, ensuring workflow efficiency, maintaining shop standards, monitoring tool and equipment condition, enforcing parts and warranty procedures, and addressing deviations through proper action and escalation.


• Build and manage strong customer relationships by addressing current and future service needs, resolving complex complaints, supporting technical issue resolution, and representing the department in customer interactions and meetings.


• Drive service solution sales by developing and promoting the service portfolio, aligning offerings with customer needs, coordinating sales activities, ensuring effective team communication, monitoring pricing strategies, and collaborating across departments to support business objectives.


• Manage service department performance by monitoring budgets, KPIs, and operational targets; analyzing financials and warranty data; ensuring regulatory compliance; and driving continuous improvement initiatives to achieve business goals.


• Foster a collaborative, inclusive, and accountable team culture by promoting professional development, maintaining confidentiality, encouraging continuous learning, and leading by example to support departmental and organizational goals.

General Knowledge and Skills You Will Need

• Apply business acumen to understand operations and drive improved service performance and profitability.


• Lead and develop individuals and teams by aligning performance with goals, resolving conflicts, and ensuring policy adherence.


• Maintain up-to-date knowledge of International Motors and IC Bus products to effectively support customer needs and business processes.


• Plan, allocate, and manage resources—human, physical, informational, and financial—to achieve organizational objectives.


• Uphold safety and health standards by following policies to ensure a safe, compliant, and sustainable work environment.


• Communicate openly and respectfully with stakeholders, fostering dialogue, building consensus, and promoting clear interactions.


• Deliver service excellence through ongoing engagement, expert guidance, and promoting a culture of accountability.


• Inspire and energize teams by fostering purpose, resilience, and a drive for excellence.


• Resolve complex issues by guiding root cause analysis and coaching for lasting solutions.

Desired Education & Experience

• High school education or equivalent


• Bachelor’s degree in business, management, technical, or related field or equivalent experience • Relevant work experiences in a dealership position recommended


• Further education in a relevant field


• Currently maintains or can obtain Commercial Driver’s License (CDL)

This is not necessarily a list of all the duties, responsibilities and requirements associated with this position. While the accountabilities noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties as circumstances dictate.  We are an Equal Opportunity Employer.