Service Manager – Heavy Truck Dealership
A well-established commercial truck dealership is seeking an experienced Service Manager to lead a high-performing heavy-duty service operation. This is a key leadership opportunity for a service professional who understands the urgency of commercial truck repair, the importance of minimizing customer downtime, and the operational discipline required to run a profitable Class 5–8 truck service department. The successful candidate will lead the service team, improve workflow and technician performance, strengthen customer relationships, and drive departmental results.
The Service Manager will oversee the daily operations and financial performance of the service department. This individual will provide hands-on leadership to diesel technicians, service advisors, and support personnel while ensuring repairs are completed safely, accurately, efficiently, and with a strong customer focus.
The ideal candidate combines strong people leadership with a solid understanding of service department operations, including technician utilization, labor sales, workflow management, warranty recovery, customer communication, and profitability. This direct hire position is onsite in Provo–Orem metropolitan area with a salary of $110,000-$120,000 per year.
Key Responsibilities
• Lead all day-to-day operations of the heavy-duty truck service department.
• Manage, coach, develop, and retain diesel technicians, service advisors, and service support staff.
• Coordinate shop workflow, scheduling, and repair prioritization to maximize technician productivity and minimize customer downtime.
• Monitor key departmental performance metrics, including technician efficiency, productivity, proficiency, billed hours, labor utilization, effective labor rate, and gross profit.
• Maintain high standards for repair quality, safety, documentation, and comeback prevention.
• Ensure customers receive timely, professional communication regarding estimates, repair status, additional work, and expected completion times.
• Build and maintain strong relationships with fleet customers, owner-operators, vocational accounts, and commercial truck clients.
• Review repair orders, estimates, labor charges, and service documentation for accuracy and completeness.
• Oversee warranty administration and help ensure warranty claims are accurately documented, submitted, and recovered in a timely manner.
• Partner with Parts, Sales, and other dealership departments to deliver a seamless customer experience.
• Recruit, onboard, train, coach, evaluate, and retain service department employees.
• Maintain appropriate staffing levels and actively support technician recruiting and retention efforts.
• Manage departmental financial performance, including labor sales, parts and labor gross profit, expenses, productivity, and operating results.
• Develop budgets, forecasts, departmental objectives, and action plans to improve performance.
• Identify opportunities to increase service revenue, improve shop capacity, enhance customer retention, and grow profitability.
• Maintain compliance with dealership policies, OEM requirements, OSHA regulations, and established safety procedures.
• Resolve escalated customer concerns promptly and professionally.
• Ensure shop equipment, tooling, and facilities are properly maintained and available to support efficient operations.
Qualifications
• Previous leadership experience in a heavy-duty truck dealership, commercial truck service operation, diesel repair facility, fleet maintenance operation, or similar environment.
• Strong working knowledge of Class 5–8 truck repair, maintenance, and service operations.
• Demonstrated success leading diesel technicians, service advisors, and service department personnel.
• Experience managing service department financials, including labor sales, gross profit, expenses, budgets, and profitability.
• Strong understanding of technician productivity, efficiency, proficiency, labor utilization, and shop capacity.
• Proven ability to improve workflow, customer communication, repair quality, and operational performance.
• Experience with OEM warranty procedures and warranty claim administration is highly preferred.
• Strong customer-service mindset with the ability to manage and resolve escalated service concerns.
• Excellent leadership, communication, organization, and problem-solving skills.
• Working knowledge of dealership management systems, service software, and related technology.
• Technical diesel, commercial truck, or heavy-equipment background is preferred but not required for a strong service leader.
