Service Manager

Gateway Industrial Power - Caledonia, WI

Full-time - Mid Level

Caledonia, WI

Merchant Wholesalers, Durable Goods

About the position

The Service Manager at Gateway Industrial Power, Inc. is responsible for overseeing the service department's operations, ensuring mechanical repairs on medium and heavy-duty diesel trucks are completed efficiently and accurately. This role emphasizes excellent customer service, team collaboration, and the development of technicians, while maintaining safety and compliance with company policies.

Responsibilities

• Follow and implement all service department policies and procedures
• Oversee mechanical repairs on medium and heavy-duty diesel trucks
• Maintain accurate and efficient records
• Identify scope of service repairs and necessary resources to ensure completion of jobs
• Identify warranty repairs and document accordingly
• Update customers on the progress of repairs and/or changes in service plan
• Advise customers on necessary and recommended repairs
• Provide excellent customer service and maintain customer relationships
• Recruit technicians to join the service department
• Build, maintain and grow our customer base
• Maintain safety of both customers and employees
• Develop budgets, set department goals, interview prospective employees, and meet with other company managers to discuss different strategies
• Foster a team building environment between service, parts, and the sales departments
• Hold technicians accountable for meeting promises, maintaining/closing work orders, completion of necessary paperwork and following procedures
• Develop, schedule, and plan for technician training
• Develop technicians for potential career advancement
• Manage tool inventory
• Monitor technician productivity and take corrective action when necessary
• Secure payment for work performed per standard operating procedures
• Review time cards for accuracy
• Maintain time off schedule for technicians
• Interface with accounting department to resolve customer issues
• Manage warranty claim processing and resolve claim payment differences
• Perform review of 're-works' and accidents and make recommendations for corrective actions
• Other reasonably related duties as assigned

Requirements

• High school diploma or equivalent
• Valid Driver's License
• 5+ years' experience working in a parts department, within automotive field preferred
• Technician experience is preferred

Nice-to-haves

• Safety Focused
• Self-Motivated: Able to find work and complete as needed without direct supervision
• Team Player: Able to collaborate and work with peers and supervisors to successfully complete maintenance and repairs
• Customer Focused: Understands time sensitivity of work and willing to negotiate with customers
• Process Oriented & Attention to Detail
• Self-Aware: Can accept responsibility for mistakes and learn from those mistakes
• Strong Problem-Solving Skills

Benefits

• 401K with company matching
• Health, Dental and Vision Insurance
• Company paid Short-term & Long-term Disability Insurance