The Shop Service Manager is responsible for running & maintaining an efficient and profitable shop through excellent safety and quality staffing, employee retention, driver retention, customer retention, customer communication, customer satisfaction & service, cost control, achievement of goals & objectives, service records, technician efficiency, inventory control, clean & organized shop (interior, exterior & property).
- Forecast goals and objectives and strive to meet them.
- Train, coach, motivate and monitor the performance of all technicians and support staff.
- staff.
- Administer and maintain annual operating budget.
- Administer and maintain daily reporting.
- Attend manager meetings as needed (subject to travel and overnight stays)
- Monitor and control the performance of the shop using appropriate reports and tracking systems.
- Strive and encourage teamwork, positive attitude and service with in in the shop and all other departments.
- Facilitate and/or conduct training for technicians and support staff with appropriate training programs/schools as needed.
- Monitor technician daily productivity, productivity reports and corresponding bonus and payroll records.
- Monitor and follow up on part orders to ensure availability and inventory control.
- Review all RO’s for pricing accuracy pertaining to warranty, tech assignment, parts and hours.
- Maintain excellent working relationships with customers and drivers to encourage repeat business opportunities and referrals.
- Maintain high quality service repairs and minimize comebacks.
- Conduct periodic spot checks of completed jobs for thoroughness and quality.
- Maintain knowledge of current and new equipment and tooling to recommend for purchasing.
- Ensure the shop and property are kept clean, safe and OSHA compliant.
- Establish excellent working relationships with community, vocational and technical schools to maintain personnel recruitment.
- Ensure proper care, storage and inventory of special tools.
- Ensure customer service files are up-to-date and readily available and accurate for reference.
- Ensure all customers and drivers are greeted promptly and given fair estimates on cost and time required for repairs and maintenance.
- Handles customer and driver complaints immediately and according to company guidelines
- Establishes and maintains follow-up with all customers and drivers to confirm satisfaction of repair service and experience.
- Maintain safe work environment.
- Execute all tasks assigned from senior management with excellence.
A Successful Shop Service Manager must consistently demonstrate the company’s Mission and Values. They must have good oral and written communication skills in order to effectively interact with customers, drivers and other team members in person and on the telephone. They must be customer service-oriented as well as team-oriented and must have good organizational skills. A successful Shop Service Manager must be able to effectively manage multiple tasks simultaneously. Finally, they must be able to work a flexible schedule when needed to including weekends, evenings, and holidays.
- 5+ years heavy duty diesel repair and management experience
- Perform each essential duty required satisfactorily.
- Ability to read and interpret documents such as safety rules, operating and maintenance instruction and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers and employees of the company.
- Ability to read, analyze and interpret general business reports, journal documentation, technical procedures and regulations. Ability to write reports, correspondence and procedure manuals.
- Ability to effectively present information and respond to questions from management, drivers and customers. Ability to calculate figures and amounts such as discounts, commissions, percentages, tax, fees and employee bonus.
- Ability to work with mathematical concepts and apply fractions, percentages and ratios to practical situations.
- Ability to apply common sense understanding to carry out instructions in writing, oral or diagram form.
- Ability to solve practical issues and deal with a variety of issues.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
This job is a salary position with no guarantees for career progression. This does not mean that you will not be considered for other positions or opportunities.
PS Logistics complies with all applicable equal employment laws, including the Americans with Disabilities Act. Qualified individuals with a disability may request reasonable accommodation from the company.