SERVICE MANAGER: This position will manage the service department operations of a high volume store location promoting sales and best in industry customer experience.
Essential duties and responsibilities:
Oversee and direct service department activities to obtain projected volumes, profits and goals.
High level focus on strategic growth of our service business and process improvement.
Identifies changing customer needs and adapts service business to expand customer relationships.
Determine and communicate service department goals, projections and budgets.
Maintain customer relations by resolving customer’s problems/disputes through continual communication in a timely, correct manner.
Determine and maintain departments staffing levels to insure customer service and acceptable expense levels.
Ensures high level proactive customer communications through use of Decisiv and business processes.
Recruit, interview and hire qualified people to assure proper staffing levels.
Coaching, counseling and training of members through use of Plan of Assistance, Performance Reviews and Wage Reviews.
Manage equipment needs, i.e. required tooling, thru budgeting, capital expense requests and accurate record keeping.
Monitor all safety aspects in performance of work, guaranteeing adherence to environmental laws, safety laws and policies and OSHA laws.
Maintain communication with all facets of our business to proactively address customer needs.
Maintain maximum profits of the department with expense control and efficiency to achieve acceptable profit margins.
Respond to customers in person or by telephone, whenever required. May require responding after normal working hours.
Resolve questions from members in the Service, Sales and Parts Departments as required.
Maintain a good working relationship with all other departments.
Maintain a safe working environment and observe all safety laws, policies and rules.
Other duties may be assigned by the General Manager.
Overtime work may be required in this position.
Required work experience and skills:
Bachelor’s degree (BA) from four-year College or university; or four to ten years related experience and/or training; or equivalent combination of education and experience.
Prior experience as a mechanic with knowledge in internal combustion engines including gas, diesel and all phases of truck repair preferred.
Prior sales, management and/or operational experience with an understanding of budgeting, staffing and personnel procedures.
Basic computer skills, including Microsoft programs a must.
Self-motivated, possess leadership skills and have the ability to maintain good customer and employee relations.
Ability to read and interpret a profit and loss statement.
Current driver’s license with a good driving record.
Why work for Pape’:
Competitive pay based on your skills, training, and experience level
Outstanding benefits including – 401(k) Retirement Plan with Company Match; Medical, Dental, Vision and Prescription Insurance; Flexible Spending Accounts (Flex Plans); Life Insurance; Short- and Long-Term Disability Insurance; Progressive Vacation Plans; Online and Instructor-Led Training; Tuition Reimbursement for Training Programs
Advancement – Pape’ is a dynamic, growth oriented organization with a focus’ on promoting from within.
Stability and reputation — Pape’ is a family-owned, fourth-generation company with over 130 locations, over 3,600 members and 80 plus years of experience. Pape’ is known for their stability, their honesty and their integrity.
Equipment – We have the largest equipment inventory in the West and an unparalleled parts inventory!
Employee impact – Enjoy an open-door policy where your voice will be heard and your opinions will matter.
Training – You will be provided with training and mentoring to prepare you for your role and continued learning to grow your skills.
Licenses & Certifications
Required
Driver License
Behaviors
Required
Dedicated: Devoted to a task or purpose with loyalty or integrity
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Required
Self-Starter: Inspired to perform without outside help
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
