Job Description

SERVICE MANAGER

Reports To: Branch Manager

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 operational, sales and development to meet organizational business plans. Evaluate 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 review 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 of ethical behavior, health, safety, legal and environmental policies and regulations.

Qualifications

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

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

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

Candidate needs to have 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 identification and fulfillment of customer expectations.
• Versatile - The job requires adapting to various 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 work flows 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 actions and opinions of others. 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 to include but not be 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 must be met by an employee 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, reach to perform tasks on truck components.
• Ability to lift a minimum of 60lbs – 150 lbs. Unassisted.
• Other Duties as Required.

This position is with an immediate opening start date and will allow for the proper notice for existing employer. Submit your resume with confidence that all contacts with us are 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, 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 with a comprehensive package of products and services. As a family-owned business with more than a half-century history of growth and success, Palmer Trucks has grown to a team of about 650 employees. With more than 32 million trucks on U.S. highways and interstates at any given time, a paramount need exists to keep the industry moving forward – 24 hours a day, 7 days a week.

We maintain a commitment to forming authentic and valuable connections through 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 of doing business, and these core values are what keep customers returning year-after-year, and are what have kept us On the Road Since 1965.

Job Posting Information

This position is with an immediate opening start date and will allow for the proper notice for existing 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 during any part of the application process, please contact: hrteam@palmertrucks.com Palmer Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without a 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