Service Manager

Job Title: Service Manager

Department: Service

Reports To: Operations Manager and/or COO

Company Overview:

Location: On-Site | 1350 Cedar Hill Rd, Navassa, NC 28451

Employment Type: Full-Time

FLSA Status: Exempt

Company Overview

For over 25 years, Pinnacle Trailer Sales, Inc has been a trusted leader in the semi-trailer industry, specializing in sales, parts, and service solutions. Guided by our Core Values: Integrity, Respect, Listen, Duty, Teamwork, and Responsibility; we foster a culture of professionalism, collaboration, and excellence. We prioritize both customer satisfaction and employee well-being, offering a comprehensive benefits package, including medical, dental, and vision insurance, as well as company-paid life insurance and disability plans. At Pinnacle, we are committed to delivering quality, reliability, and innovation in everything we do.  

Job Summary:

The Service Manager is responsible for leading daily operations of the service department, coordinating trailer check ins, and ensuring seamless communication between departments and customers for efficiency, profitability, and exceptional customer service satisfaction. This role oversees workflow, supervises staff, manages resources, and ensures compliance with all safety and company policies. 

Duties/Responsibilities

Shop Operations

• Dispatch, schedule, and coordinate service work to maximize manpower, equipment, and shop efficiency. 
• Oversee workflow of trailers in the shop to ensure timely, accurate, and safe completion of work. 
• Direct and monitor service activities, ensuring compliance with company policies, safety standards, and customer requirements. 
• Check in incoming trailers, including taking photos and logging stock details by email. 
• Inspect trailers for needed repairs and communicate findings. 
• Keep all trailers on the lot organized and in designated spots, and update the trailer inventory board with trailer locations daily. 
• Ensure the service area, equipment, and tools are maintained in good condition and compliant with OSHA and company requirements. 

Customers, Work Orders, And Billing

• Create and manage work orders for service customers and stock trailers. 
• Quote trailer repairs and estimate repair costs for customers, insurance adjusters, and internal projects. 
• Communicate trailer status to service customers clearly and courteously and follow up with customers after service work is completed and the trailer has been picked up. 
• Resolve customer concerns promptly and professionally, maintaining strong relationships and Pinnacle’s reputation. 
• Invoice trailer work, close POs, and follow up on outstanding balances. 
• Maintain accurate records, including billing, warranty claims, recall procedures, and service documentation. 

Parts AND Other Departments

• Collaborate with the Parts and Sales departments to coordinate work and support cross-departmental needs. 
• Assist the Parts department in creating accurate quotes, and follow up on the status of service-related part orders. 
• Order parts and supplies as necessary at the best cost and delivery time. 
• Assume Parts Manager responsibilities in their absence. 

Leadership And Management

• Manage service department expenses to achieve profitability goals. 
• Provide leadership to service personnel through selection, training, performance reviews, and professional development. 
• Conduct daily service meetings and ongoing training to maintain skills and compliance. 
• Support advertising efforts and represent the company at vendor training and management meetings. 
• Perform additional projects and duties as assigned. 

Qualifications

Education & Experience

• Management, Trailer/Truck Technology, or related experience preferred. 
• 5-7 years of supervisory or management experience in a service department (trailer or trucking industry preferred). 
• Equivalent combination of education, training, and relevant work experience will be considered. 
• Valid driver’s license with clean driving record required; CDL preferred but not mandatory. 
• Familiarity with OSHA and safety compliance requirements. 
• Experience with estimates, billing, warranty claims, and recall procedures a plus. 

Skills & Competencies

• Strong leadership and supervisory skills with the ability to coach, mentor, and motivate a team. 
• Excellent verbal and written communication skills; ability to communicate technical information clearly. 
• Strong customer service orientation with professionalism and diplomacy. 
• Technical knowledge of trailer/truck repair, maintenance processes, and service operations. 
• Proficiency with Microsoft Office Suite and service management systems. 
• Strong organizational and time management skills with the ability to prioritize tasks. 
• Problem-solving and decision-making abilities in a fast-paced environment. 
• Ability to interpret policies, procedures, warranty documents, and compliance standards. 

Physical Requirements & Work Environment

• Physical Demands: Regularly required to talk, hear, and use hands to handle tools, equipment, or paperwork; occasionally required to stand, walk, sit, climb, balance, stoop, kneel, crouch, or crawl; must be able to lift, carry, push, and pull objects up to 75 lbs on occasion. Must maintain the physical stamina to oversee daily operations on the service floor and the trailer lot. 
• Work Environment: Work is performed in an active shop environment and outdoors on the trailer lot, with regular exposure to loud noise, mechanical parts, fumes, airborne particles, and variable weather conditions typical of a trailer service and repair facility.