Heavy Duty Truck Service Manager

Description

Reports To: Branch Manager

Summary

The Service Manager is responsible for the day-to-day operations of the Service Department in compliance with established policies and procedures. Plans, develops, and implements strategies for operations, sales, and development to meet organizational business plans. Evaluates both departmental and individual results, and employee performance against objectives while maintaining the highest quality standards of professionalism in serving the customer.

 Key Responsibilities

• Establish and maintain practices designed to lead, manage, train, develop, motivate, and recognize employees.
• Ability to conduct annual employee performance reviews and develop specific and measurable objectives/goals for all departmental personnel.
• Contribute to the evaluation and development of strategies and performance with all teams.
• Forecast, manage, and control sales, gross profit, and expenses. Establish short- and long-term operating and financial objectives consistent with ownership expectations.
• Plan, develop, and implement activities for employees.
• Assess present and future needs, trends, problems, and profit opportunities of the Service Department. 
• Responsible for all applicable credit functions within the Service Department. 
• Coordinate with other departmental managers to understand all aspects and needs of the operational development, and to ensure they are informed of objectives, purposes, and achievements. 
• Assess and analyze the competition, market conditions, trends, and profit opportunities within the Dealership's assigned area of responsibility.
• Ensure quality control procedures are followed. Monitor quality of work and take corrective action where standards are not met. 
• Ensure activities meet organizational requirements for ethical behavior, health, safety, legal compliance, and environmental policies and regulations.

Qualifications

To perform this job successfully, an individual must be able to satisfy each essential duty. The listed requirements are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• To perform this job successfully, an individual should have basic Computer skills and be proficient in Repair Order Processing Software.
•  The position requires the ability to operate motor vehicles and a safe driving record.
•  A current Commercial Driver's License is preferred but not required.
• Working hours: The individual may be required to work varied shifts, including evenings, weekends, and extended hours, based on business needs.

Requirements

 Business Skills

Candidate demonstrating a strong set of business skills listed below.

•  Personal Accountability - Being answerable for personal actions.
•  Problem Solving - Defining, analyzing, and diagnosing key components of a problem to formulate a solution.
•  Flexibility - Readily modifying, responding, and adapting to change with minimal resistance.
•  Teamwork - Cooperating with others to meet objectives.
•  Diplomacy - Effectively and tactfully handling difficult or sensitive issues.
•  Customer Focus - Anticipating, meeting and/or exceeding customer needs, wants and expectations.
•  Interpersonal Skills - Effectively communicating, building rapport and relating well to all kinds of people.

Behaviors

The candidate needs to exhibit the following behaviors for superior job performance.

•  Interaction - The job requires frequent communication and engagement with others.
•  People-Oriented - The job requires building rapport with a wide range of individuals.
•  Customer-Oriented - The job requires identifying and fulfilling customer expectations.
•  Versatile - The job requires adapting to a range of situations with ease.
•  Frequent Change - The job requires rapid shifts between tasks.
•  Urgency - The job requires decisiveness, quick response, and fast action.
•  Persistence - The job requires finishing tasks despite challenges or resistance.
•  Following Policy - The job requires adhering to rules, regulations, or existing methods.
•  Consistent - The job requires predictable performance in repetitive situations.

Competencies

• Analytical - Uses intuition and experience to complement data; designs workflows and procedures.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance.
• Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership - Inspires and motivates others to perform well; effectively influences others' actions and opinions. Inspires respect and trust; Mobilizes others to fulfill the vision
• Project Management - Coordinates projects; Communicates changes and progress; Manages project team activities.
• Problem Solving - Develops alternative solutions; Uses reason even when dealing with emotional topics.
• Reasoning Ability – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Technical Skills - Pursues training and development opportunities.

Physical Requirements

Working Conditions are normal for a manufacturing environment. Machinery and tool operation requires the use of safety equipment, including but not limited to eye safety glasses, hearing protectors, work boots, and gloves. Loose-fitting clothes and jewelry are not permitted. The noise level in the work environment is usually moderate.

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Sufficient manual dexterity to operate office equipment (or operate a PC)
• Ability to climb ladders.
• Ability requires a person to bend, twist, squat, and reach to perform tasks on truck components.
• Ability to lift a minimum of 60lbs – 150 lbs. Unassisted.
• Other Duties as Required.

This position has an immediate start date and will allow for proper notice to the existing employer. Submit your resume with confidence that all contact with us is completely confidential.

Benefits

Palmer Trucks is a family-owned company with nearly 60 years of success, treating everyone with respect and dignity. Our team is always ready to help you find the best benefits package for you and your family. 

Individual, spouse, and family coverage. Multiple products are affordable and provide value for you and your family. 

 Health and Wellness Benefits 

•  Medical Insurance 
•  Dental Insurance 
•  Vision Insurance
•  Supplemental Products like Short-Term and Long-Term Disability 
• Financial stability and Retirement Preparedness: 

 Our 401(k) program includes a company match 

•  Retirement Planning Assistance 
•  Financial Guidance and Education 

Paid Time Off:

•  Full-time employees enjoy paid holidays and personal time 
•  Vacation is based on the length of service. 

Resources when we face major challenges and life events:

• Life Insurance, Critical Illness, and other Products
• Bereavement and Employee Assistance Program
• Mental Health Resources readily accessible and without stigma 

Paid Training and Tools Assistance to do the job right.

About Palmer Trucks

Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky, and Illinois, offering a comprehensive range of products and services. As a family-owned business with more than half a century of growth and success, Palmer Trucks has grown into a team of about 650 employees. With more than 32 million trucks on U.S. highways and interstates at any given time, there is a paramount need to keep the industry moving forward – 24 hours a day, 7 days a week. 

We remain committed to forming authentic and valuable connections by fulfilling the industry’s unique, time-sensitive needs as a trusted partner. We accomplish this by providing products and services of the highest quality and value - personalized for you. 

Because of this philosophy, we develop and nurture long-term, valuable relationships with our partners. The Palmer Trucks team has the utmost privilege and gratitude to do business, and these core values are what keep customers returning year after year and have kept us On the Road Since 1965.

Job Posting Information

This position has an immediate start date and will allow for proper notice to your current employer. Submit your resume with confidence that all contacts with us are completely confidential. Palmer Trucks is committed to working with and providing reasonable accommodations to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability at any point in the application process, please contact hrteam@palmertrucks.com. Palmer Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status, or any other legally protected

category.

Revised: August 2025