Demonstrate alignment with the company's mission and core business values.
Collaborate with key internal and external resources.
Participate in ongoing self-development.
Use HOLT’s Values Based Leadership tools, models, and processes to align with the company's vision, values, and mission.
Maintain an up-to-date understanding of International and IC Bus products and services, including their value propositions and related processes.
Understand and apply business issues, processes, and outcomes to maintain and enhance business performance.
Plan, allocate, and mobilize human, physical, informational, and financial resources to achieve organizational goals.
Understand the importance of safety policies, procedures, and regulations.
Use software and information technology to accomplish work.
Maintain compliance with applicable service-department licenses, renewals, and emerging license and certification requirements.
Responsibilities
Develop and manage service-department business and operations to maximize customer and employee satisfaction and contribute to business performance and company profitability.
Model, promote, reinforce, and reward consistent use of Values Based Leadership tools, models, and processes.
Hire, develop, evaluate, and influence personnel productivity and teamwork to deliver customer service.
Manage and plan daily service-department operations, address deviations, and lead and motivate personnel.
Set routines for planning and following up on meetings, and conduct pulse meetings.
Verify efficient flow of authorized work in the service shop, ensuring quality and documentation.
Develop, implement, and monitor standards and routines, maintaining cleanliness and tidiness in the service department.
Monitor the condition of service-shop tools and equipment and arrange purchase, repair, and calibration.
Monitor adoption and utilization of Dedicated Customer Service and Digital Dealer and address deviations.
Monitor deviations and initiate appropriate actions and escalations.
Coordinate with the parts department to ensure parts availability and adherence to service-exchange and warranty-parts procedures.
Manage service-department facilities and create and manage schedules and shifts.
Develop and manage customer relationships, ensuring needs are met and services address future needs.
Build and maintain appropriate relationships with customer representatives.
Monitor complaint processing and handle major or complicated complaints.
Assist service-department personnel and customers with technical issues.
Participate in meetings with key customers when required.
Increase service-solutions sales by developing, maintaining, and communicating service portfolios and solutions according to customer needs.
Market and communicate International Service Solutions to existing and potential customers.
Coordinate and follow up on Service Salesman activities when required by the reporting line.
Enable a team-based approach and effective communication within the service department to achieve common business objectives.
Monitor service-department pricing and discounts to ensure they meet established levels.
Collaborate and coordinate with other dealership personnel to develop, maintain, and communicate service strategies and solutions.
Develop the service business by tracking budgets, results, and operational targets and taking measures to achieve targets.
Manage and analyze service-department running costs and expense budgets.
Regularly follow up on service-business and financial results.
Set, monitor, maintain, and follow up on key performance indicators.
Analyze current standards to identify and present opportunities to improve the service department.
Initiate improvement activities and establish conditions for achieving departmental goals.
Review warranty performance and financial impacts and address procedural or training opportunities.
Create an environment that embraces acceptance, cultivates teamwork, promotes accountability, and supports professional development.
Protect employee and company reputations by keeping information confidential.
Foster a culture that welcomes diverse perspectives, encourages collaboration, shares responsibility, and promotes continuous learning.
Encourage the team to maintain and enhance professional and technical knowledge through workshops, professional publications, personal networks, and professional societies, leading by example.
Contribute to business goals by achieving related results and participating in projects as needed.
Create and safeguard a safe and sustainable work environment for employees.
The Service Manager’s main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfaction, as well as positively contributes to the business performance and overall company profitability.
The incumbent in this position is expected to model the following practices on a daily basis:
Demonstrate alignment with the company's mission and core business values;
Collaborate with key internal/external resources;
Participate in ongoing self-development.
Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
Hires, develops, evaluates and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS).
Service Department Management:
Manage and plan the daily operations of the service department, working with and acting on deviations. Lead and motivate the service department personnel.
Set routines for planning and following up on meetings
Carry out pulse meetings
Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation
Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department
Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration
Monitor Dedicated Customer Service and Digital Dealer adoption and utilization, addressing any deviations
Monitor and handle deviations, initiate proper actions and escalations
Coordinate with the parts department to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to
Manage the service department facilities
Create and manage schedules and shifts
Service Department Customer Relations
Develop and manage customer relationships ensuring that customer’s needs are met, and services are developed to meet the future needs of the customer.
Build and maintain the right level of relationships with customer representatives
Monitor the department’s processing of complaints and process major or complicated complaints
Assist service department personnel and customers regarding technical issues
Participate in meetings with key customers when required
Service Solution Sales
Increase service solutions sales by developing, maintaining, and communicating the services portfolio and solutions according to customer needs.
Market and communicate the International Service Solutions to existing and potential customers
Coordinate and follow up of the Service Salesman activities if required by the reporting line
Enable a team-based approach ensuring open and effective communication within the service department to achieve common business objectives
Monitor the service department’s pricing and discounts to ensure that they meet the established levels
Collaborate and coordinate with other dealership personnel to develop, maintain and communicate the service strategies and solutions
Service Department Follow Up Results
Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.
Manage and analyze the service department’s running costs and expenses budget
Regularly follow up on service business and financial results
Set, monitor, maintain, and follow up on KPIs
Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required
Analyze current standards to identify and present opportunities for improvement of the service department
Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals
Review warranty performance and financial impacts, addressing any procedural or training opportunities.
Service Department Leadership
Create and foster environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.
Protect the employee’s and company’s reputation by keeping information confidential
Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm
Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
Contribute to the business goals by accomplishing related results and participating on projects as needed.
Business Acumen - Using an understanding of business issues, processes, and outcomes to maintain and enhance the business performance.
People Management - Managing others to ensure their work contributes to organizational goals. Developing individuals, building teams, resolving conflicts, and applying company policies.
Products and Services - Maintains an up to date understanding of International and IC Bus products and services necessary to perform duties and tasks. Understands International products and services value proposition connected to processes and business.
Resource Management - Planning, allocating, and mobilizing resources (human, physical, informational, and financial resources) to achieve organizational goals.
Safety - Demonstrates understanding for importance of safety policies, procedures, and regulations. Creates and safeguards a safe and sustainable work environment for all employees.
Using Information Technology - Using software and information technology to accomplish one's work.