Service Operations Manager

North Central Utility is looking for a self-motivated, results driven, and highly organized individual to lead our service operations team throughout 9 dealership locations in WI, MN & ND.

North Central Utility is one of the largest semi-trailer dealerships in the nation and the largest in the North Central region with 10 locations throughout Wisconsin, Minnesota and North Dakota. We offer reefer, dry van and flatbed trailers from Utility Trailer Manufacturing at all locations and vocational trailers from MAC Trailers in Wisconsin - we sell new and used semi-trailers. With Moore Space, we offer temporary storage container solutions as well. Our parts department has an extensive inventory in Heavy-Duty Truck/Tractor and Trailer parts. Our broad product line and geographic coverage ensures we are a “One Stop Shop” for truck and semi-trailer parts. Our service department offers everything from routine maintenance, certified DOT inspections to precision laser alignment, as well as complete wreck repair for trailers of all makes and models. No job is too big or too small for our skilled service technicians.

This position is a safety sensitive position, requiring pre-employment and post-accident drug testing.

What we bring to the table: 

• Competitive salary + bonus potential

• Regular schedules - no nights or weekends 

• Medical, dental & vision benefits 

• 401k & profit sharing 

• Training, support, and ongoing career development with opportunities for growth 

• Great people to work with

What you bring to the table: 

• Ability to work independently and with a team 

• High degree of integrity and a strong work ethic 

• Strong interpersonal skills 

• Excellent verbal, written and presentation skills 

• Strong attention to detail 

• Excellent planning, organizational, and time management skills 

• Positive attitude 

• Flexibility and ability to adapt to change with a professional demeanor 

• High energy 

Job Duties and Responsibilities: 

• Responsible for service department P&L

• Lead team of 9 service managers, 60+ technicians

• Establish procedures to ensure NCU and industry best practices for repair quality, safety, proficiency and repair methods are followed consistently across all locations

• Achieve team compliance with vendor warranty policies; direct warranty manager with warranty processing and collection

• Implement a safety program to meet OSHA regulations and NCU safety policies to maintain a safe work environment for all service team members

• Ensure a clean & safe working environment at all shop locations

• Expect and achieve 100% compliance with PPE use 

• Ensure compliance with state and federal requirements for work procedures, training & certifications, record keeping on hazardous materials and safety programs

• Work with HR manager & recruiter to maintain appropriate staffing levels in shops

• Guide service management team to ensure compliance with company policies for recruitment, hiring, training and disciplinary actions

• Conduct annual performance reviews for service team members and work with managers to create employee development and training plans

• Work collaboratively with parts operations team to achieve company goals

• Participate in vendor and company sponsored management meetings

• Provide training and coaching for service management team and technicians

• Recommend shop tooling & new equipment technology that helps increase efficiency and/or safety in the shops

• Ensure shop equipment, tools and vehicles are properly maintained, calibrated as needed and in good, safe working condition

• Coordinate vendor trainings for service team

• Work closely with factory and supplier field service & warranty teams

• Conduct regular online meetings to share info between locations

• Keep abreast of market conditions and NCU competitiveness in markets served

• Develop annual plan to outline current and future needs, problems and opportunities

• Help identify and create improved organizational and department level processes

• Manage days-to-close, productivity, profitability and other department metrics

• Assist Owners as needed 

Qualifications: 

• Positive attitude, strong work ethic, competitive spirit and passion to provide solutions

• Previous experience required:

10 years heavy-duty truck and/or trailer repair experience 

5 years heavy-duty shop management experience (or equivalent) 

• Multi-store management experience preferred 

• Excellent verbal and written communication skills

• Proficient with technology and computer use 

• Experience with: Excel, Word, PowerPoint & Microsoft Teams

• Strong knowledge of welding, fabrication and trailer construction & repair 

• Able to learn and become proficient with the system operating software

• Working knowledge of accounting including accounts payables, receivables & financials

• Proven leadership skills

• Strong mechanical aptitude

• Clean driving record

• Ability to walk, sit, stand and perform the duties of the position 

Driving Requirements: 

• Driving is a duty of this job 

• Driver's License (Required)

Travel: 60% travel to branch locations (MN, WI, ND)

Benefits: 

• 401(k) 

• 401(k) matching & profit sharing

• FSA 

• Health insurance 

• Dental insurance 

• Vision insurance 

• Paid time off 

• Paid holidays 

• Company vehicle 

• Training and professional development opportunities 

Job Type: Full-time 

Schedule: 

• Day shift 

• Monday - Friday 

• No weekends

Education: Associate or Bachelor’s degree (Preferred) 

Experience: 

• Previous experience in related field required (10 yrs.) 

• Experience managing people required (5 yrs.)

Supervisory Responsibilities: Yes

Pay: Based on experience