Service Manager
M&K Truck Centers Service Managers are the leaders of our service teams. In this role, you will be responsible for delivering an impeccable service experience to each and every M&K Truck Centers customer while preparing M&K Truck Centers Service teams to meet the needs of our customers and beyond.
Expectations and Responsibilities:
Our Service Managers deliver excellent results and achieve goals. This role focuses on all aspects of customers, people, operations, and financials.
• Customer focused: You will actively monitor customer service trends to make necessary improvements, and assist your team in developing appropriate standards and processes to continuously elevate the overall service experience.
• People: Our Service Managers lead by example. You will actively involve yourself in your team members’ growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. We will look to you to build a team of top talent and mentor the next generation of M&K Truck Centers leaders. Our Service Managers are the coaches of their teams who provide regular coaching and feedback, and have a deep knowledge of your team’s strengths and opportunities. You will be responsible for leading change and inspiring your team every day.
• Operational excellence: As a Service Manager, understanding and owning every aspect of your service center’s performance is critical. You will be responsible for driving continuous improvements to facilitate exceptional team output and customer service. We expect you to champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.
• Financials: Service Managers are expected to understand our business, know their numbers and lead the center’s daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue/margin where applicable. Our Service Managers act in the best interest of M&K Truck Centers at all times. Technical acumen is required – you must develop a knowledge of all M&K Truck Centers products, as well as Service systems, processes, and procedures. Attitude and approach is everything. Qualities we are looking for;
• Be a leader and a team-player.
• Works well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be strategic and proactive, think and plan ahead to give your team the tools they need to be successful. • Be self-aware, flexible and open-minded.
• Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for your customers and your team.
Educational experience:
Bachelor’s degree or equivalent professional experience.
Professional experience/Leadership experience:
Experience leading teams and managing a diverse group of roles and responsibilities. Managing a two shift operation and 15+ direct reports.
Process/operations experience:
Strong and proven experience leading field/technical repair in a fast-paced, technology-driven environment with strong customer facing responsibilities.