The General Manager of Service is responsible for the evaluation, strategy, planning, and execution of overall service and body shop operations. This includes a strong focus on customer experience, departmental and branch employee culture, business development, and operational efficiencies. Reporting to the VP of Operations, this role ensures that Service and Body Shop Managers run safe, efficient, and profitable departments. This requires effective and ongoing communication with our OEM, head office, and branch management teams..
At Peterbilt Pacific, we strive to conduct our business as a well-respected organization; with integrity, excellence, productivity, and a positive attitude as our core values. We strive to have the highest care for our people, customers, and business partners. Every employee at Peterbilt Pacific is absolutely critical to our success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our dealership group throughout the years.
Benefits
Extended Health & Dental Benefits
Premiums Paid by Employer
Employer Contribution Pension Plan
Growth Opportunities
Paid Training
Long term job security
Employee Assistance Program
Telus Health Virtual Care
Responsibilities
Ensure Service and Body Shop Managers are creating a safe work culture and safe work areas for our team members.
Be a strong advocate in strengthening the relationship and efficiencies between Parts and Service at every branch.
Work in conjunction with the General Manager of Parts to develop interdepartmental procedures for profitability.
Maximize gross profit on every dollar earned by the company.
Set a strategic operating plan with objectives and goals that are aligned with the overall company needs and direction.
Develop procedures for profitability of Service and Body Shop departments through customer retention, cost controls, and achievement of objectives.
Responsible for ensuring that daily inventory of technician time is consistently being sold to customers.
Ensure department managers are running efficiently through proper staffing.
Develop strong performance driven management metrics and teams at all branches. Engage and provide continuous support to the management teams at all locations throughout the change management process.
Review current ERP system and reporting tools to determine if it can meet our current and future needs.
Provide support each year during the forecast / budget stage and work together on forecasting CAPEX opportunities.
Identify waste, best practices, repeatability and determine standardized process flow at branch level.
Ongoing and effective communication with the OEM where applicable.
Develop PACCAR national fleet account
Responsible for managing Centralized Warranty (CW) Team and Dealer Technical Manager including capacity, authorization of vacation requests, and evaluating individual team member performance
Create and provide a weekly metrics dashboard for measuring branch warranty submission quality and warranty recovery. Issue warranty claims reports to each dealership.
Develop CW standard operating procedures for best practices. Ensure branches are following documented warranty processes and submissions by having a measuring tool to evaluate the level of information from repair orders, service reports, test results and troubleshooting to process engine, drivetrain and chassis warranty and extended warranty claims
Submit SRT challenges to align SRT’s with labor trends
Other duties and projects, assigned
Qualifications
Bachelor’s degree or equivalent work experience
10 years of experience in the heavy-duty trucking/transportation industry
Demonstrated experience promoting, supporting, working, and acting in support of “The Company’s vision, mission, and values.
Ability to travel often as a mandatory part of position
Strong leadership skills. Ability to motivate and mentor, create a positive team-oriented environment through effective communication.
Business development planning and execution.
Effective problem solving and negotiating skills
Strong mathematical and financial analysis skills
Strong computer skills (MS Office Suite, OEM Software, business development software).
In-depth knowledge all facets of the transportation sector
High level of customer service. Thorough knowledge of customer service dynamics and processes
Focus on efficiency – looks to accomplish the most with available time and resources
Ability to anticipate and deal with future problems and opportunities
Ability to commit to continuous process improvement
Strong personal organizational skills as they relate to workload, time management and setting priorities in an unsupervised environment
High standards of personal and business integrity
Able to interact with corporate management and senior management team in a timely and accurate manner regarding financials, budgets, forecasts and future expansion plans.
A natural leader who can see the big picture
Excellent written, presentation and oral communication skills
The ability to engage with your team and meet goals
Compensation Rate
$135,000 - $150,000 annually + variable compensation
