Service Manager

Job Description

Job Description

Job Title: Service Manager
Location: Phoenix, AZ
Job Type: Full-Time
Salary Range: $90k to $100k depending on experience

Position Summary:
The Service Manager is responsible for the comprehensive oversight of service operations, aiming to maximize return on investment. This includes optimizing Service Department processes to ensure exceptional internal and external customer satisfaction, driving profitable service labor sales, maintaining rigorous expense control, and effectively recruiting, developing, and retaining high-caliber personnel.

Responsibilities:

Financial and Strategic Management:

• Develop and adhere to an annual service budget, establishing realistic, attainable, and measurable profit goals aligned with overall dealership financial and operational objectives.
• Monitor and analyze key performance metrics on a monthly basis to ensure departmental goals are achieved.
• Analyze and interpret internal financial and operational reports to identify areas for improvement and growth.
• Monitor warranty expense and recovery rates to meet company objectives.

Personnel and Talent Management:

• Lead the recruitment and hiring processes for service personnel, fostering a high-performing team.
• Develop and implement individual development plans to cultivate and retain key talent within the department.
• Coordinate talent acquisition efforts through partnerships with local technical school programs.

Operational Excellence:

• Establish, maintain, and rigorously adhere to a priority system for scheduling all service work, encompassing both customer and internal assignments.
• Ensure the timely and accurate completion and filing of all manufacturer warranty and Product Improvement Program (PIP) claims in accordance with manufacturer requirements.
• Verify that the Service Department is equipped with the necessary tools and service equipment, ensuring all assets are available and maintained in optimal working condition.
• Collaborate with the Store Manager to maintain the building and yard facilities, ensuring operational efficiency and presentation.
• Coordinate dealership training programs and customer clinics related to service offerings.

Customer and Business Development:

• Proactively introduce the dealership's service and product lines to prospective customers through cold calls and visits.
• Cultivate and nurture existing customer relationships to ensure continued satisfaction and business growth.
• Regularly engage in off-site activities, driving to existing customer and prospective client locations to foster relationships and secure business.

Compliance and Safety:

• Comply with all road signs and operate company vehicles within their prescribed limits and in consideration of prevailing weather conditions.
• Adhere to all auto safety rules and regulations while performing work assignments.
• Perform other functions or duties as directed by management, consistent with the overarching objectives of the dealership.
• Schedule and assign jobs and work areas to employees based on their skills, knowledge, and experience.
• Conduct regular facility inspections, safety meetings, and coordinate annual safety inspections to ensure a safe working environment.

Qualifications:

• Bachelor’s degree in Business, Management, or related field preferred; equivalent work experience may be considered.
• Minimum 5+ years of service management or supervisory experience within heavy equipment, construction machinery, or related dealership/service environments.
• Proven track record of financial management, including budgeting, forecasting, and achieving departmental profit goals.
• Experience overseeing warranty administration and compliance with manufacturer requirements.
• Must be at least 21 years of age with a valid driver’s license and acceptable driving record.
• Ability to travel locally for customer visits and business development.
• Professional demeanor, strong organizational skills, and ability to manage multiple priorities in a fast-paced environment.

About Sonsray:
Sonsray moves mountains for the construction, transportation, and agriculture industries. We are the West Coast's largest CASE dealership, offering sales, parts, service, rental, and leasing. We are committed to fostering a supportive and dynamic work environment.

Why work here?
At Sonsray, we value all employees, their contributions, and most importantly, their ideas! We know that the key to moving mountains is teamwork. This is what we offer our team members:

• Medical coverage (PPO + HSA options)
• Dental, Vision, and Life insurance provided at no cost
• 401K with competitive employer contributions
• 80 hours of annual vacation, increasing with years of service
• Uniforms provided annually
• Annual boot voucher of $125.00
• One full paid day off annually for community volunteer work
• Birthday meal provided by Sonsray
• Privately owned and operated, with decisions made based on core values rather than corporate directives
• Annual Holiday Party, including covered airfare and hotel for employees and a guest
• Emphasis on company growth and employee development
• Open-door policy, fostering a collaborative environment with active owner and management involvement

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Questions? Contact us at [email protected] or 323.319.1900 Ext 1830
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