Job Summary: The Idealease Assistant Service Manager supports daily operations of the service department, ensuring timely and high-quality maintenance for all Idealease customers. Responsibilities include managing priority service, reviewing repair orders, overseeing warranty and compliance documentation, and supporting preventative maintenance programs to maintain high performance standards. The role also involves coordinating outside repairs, monitoring cost efficiency, and training staff on best practices and safety regulations. Additionally, the Assistant Service Manager plays a key role in customer relations, team development, and maintaining a productive, compliant, and customer-focused shop environment.
The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.
Essential Functions:
- Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS).
- 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.
- Establishes and Manages Priority Service for all Idealease Customers
- Works alongside service manager to complete understanding and implementation of Idealease Best Practices.
- Repairs order review and vehicle quality audits. Identifying proper billing and warranty.
- Assists in managing preventative maintenance program, helping to train employees on vehicle requirements and communicate with customers maintaining a 95 percent or higher currency.
- Assists in managing and dispatching outside repairs and over-the-road-failures in cost efficient and timely manner.
- Takes direction and implement process to manage running costs to business plan goals.
- Help train and develop all personnel on the methods used to identify warranty through the Idealease Resource Center, ISIS and vendor websites.
- Aids in inventory management proper documentation of truck repairs in accordance with the U.S. Federal Motor Carrier Safety Regulations (CFR 396).
- Aids in the instruction and implementation of established company safety policies and procedures.
- Aids in quality audit repairs of technicians and other maintenance procedures in accordance with the corresponding regulations.
- Creates and maintains positive relationships with all customers.
- Investigates and establishes course of action for customer maintenance issues and problems.
- Assists in Orientation process for each new customer.
- Reviews unit P&L’s monthly. Identifies inefficient units and work with Service Manager to determine course of action.
- Reviews manpower needs with Service Manager on a regular basis.
- Implements and monitors shop productivity measures.
- Creates shop environment that assures cleanliness, safety and customer focus.
- Helps train new employees as business levels dictate.
- Assists in the development and implementation of service training.
- Safeguards company assets by maintaining strong internal controls.
- Understands company policies and procedures and ensure that they are understood and followed by all personnel.
- Promotes an atmosphere of cooperation, teamwork and goodwill with all employees within Idealease and the dealership.
- Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
- Performs other duties as assigned
Knowledge, Skills, and Abilities:
- Highly developed mechanical background with various size and type engines and electrical systems.
- Extensive knowledge of equipment.
- Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
- Extensive knowledge of, and experience with MSHA, OSHA & DOT, certification preferred.
- Quality control analysis skills - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
- Operation and control skills - Controlling operations of equipment or systems.
- Advanced mechanical skills and understanding of schematics and diagrams.
- Solid teamwork, communications, and interpersonal skills.
- Judgment and decision-making skills to consider relative costs and benefits of potential actions, and the ability to determine the appropriate course of action.
- Great attention to detail and solid organizational skills.
- Solid recordkeeping and document control to ensure compliance with company policy and procedures.
- Ability to manage multiple priorities.
- Ability to read and understand information and ideas presented in writing.
- Ability to listen to and understand information and ideas presented through spoken words and sentences.
Education and Experience:
- High school/equivalent diploma or trade school diploma required.
- Five to ten years of work-related skill, knowledge, or experience preferred.
Supervisory Responsibilities:
- Responsibilities include, but are not limited to recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Travel:
- Less than 10% travel per year with some overnight stays; 90% related to training.
- Valid driver’s license.
Physical Requirements:
- Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue.
- Frequently moves materials or equipment weighing up to 50 pounds.
- Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina.
- Ascend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down ladders.
- Be able to safely maneuver and work underneath equipment.
- Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work.
Work Environment:
- Regularly works indoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity.
- Noise level may be loud at times.
- Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment.
- Significant time spent in confined spaces and high places.
Disclaimer:
Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.
