North Central International - RochesterView All Jobs

Service Manager

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Summary:

North Central International is a full-service International Truck dealer group with locations across Minnesota, Northern Iowa, North Dakota and South Dakota. We offer truck sales and service, parts sales, and Idealease truck leasing/rentals. Our primary focus is to keep customers on the road by having an exceptional experience within our organizations. Please come join our team!

The Service Department is an integral and vital part of the dealership, and the manner in which it builds open, honest, trusting relationships with customers and other departments is essential to the dealership’s success. The Service Manager takes the lead role in managing an efficient and profitable Service Department through productive staffing, customer retention, technician training and quality workmanship while improving productivity and reducing costs in order to meet objectives. This position is crucial to achieve the highest customer satisfaction by performing duties in accordance with current vendor practices and our company’s policies and procedures.

Minimum Qualifications:

  1. Education:
  • High school diploma or GED required.
  • Completion of advanced vocational, technical, or trade school training in automotive, diesel, or heavy equipment technology preferred.
  1. Experience:
  • Minimum of 5-8 years of progressive hands-on experience in vehicle diagnostics, maintenance, and complex repairs in a dealership, commercial fleet, or heavy-duty service environment. (Preferred)
  • Demonstrated experience mentoring or training junior technicians is preferred.
  1. Licenses/Certifications:
  • Valid driver’s license required.
  • Automotive Service Excellence (ASE) Master Technician certification or equivalent. (Preferred)
  • OEM-specific certifications (e.g., Diesel Engines) preferred.
  • Commercial Driver’s License (CDL) or ability to obtain one is preferred.
  1. Technical Proficiency:
  • Ability to interpret wiring diagrams, technical bulletins, and repair manuals to manage repairs as needed.
  1. Other Requirements:
  • Ability to work independently and provide leadership to others.
  • Must meet the physical demands of the job, including lifting heavy parts and working in confined spaces.
  • Flexibility to work overtime, weekends, or on-call as required.

Essential Functions:

  • Ensure consistent growth and profitability of the Service Department through effective operations management, expense control, and customer satisfaction.
  • Ensure full compliance with International and vendor policies, including warranty guidelines, procedures, and reporting requirements.
  • Review and approve all Service Department outside purchases charged to either the department or customer repair orders.
  • Analyze monthly warranty performance statements on ISIS and review weekly charge backs with the Warranty Administrator to identify and resolve discrepancies.
  • Monitor warranty debits over 60 days and open repair orders over 30 days to ensure timely closure and payment.
  • Review C.O.D. (Cash on Delivery) repair orders to verify that the corresponding vehicles and keys are on-site and properly accounted for.
  • Attend International’s annual Parts and Service Managers meeting to stay informed on brand initiatives, standards, and performance metrics.
  • Maintain high-quality service standards to reduce rework and customer comebacks.
  • Ensure fair and equitable assignment of repair work among technicians based on skill level and availability.
  • Conduct periodic inspections of ongoing repairs throughout the day to evaluate job progress, workmanship quality, and shop cleanliness.
  • Stay current on all warranty policies, OEM procedures, and product updates to maintain departmental efficiency and compliance.
  • Coordinate and ensure completion of manufacturer and vendor training programs for technicians and service personnel.
  • Review a random selection of completed repair orders to validate documentation, technician comments, signatures, and proper road test completion.
  • Remain informed and ensure compliance with all federal, state, and local regulations affecting service operations, including OSHA, EPA, and hazardous waste disposal requirements.
  • Promote and enforce a clean, safe, and organized work environment in all service areas.
  • Oversee the procurement of required tools and equipment to maintain operational readiness and compliance with OEM standards.
  • Hold regular staff and technician meetings (monthly or as needed) to address performance, policy updates, and departmental goals.
  • When necessary, communicate with customers to explain completed repairs and related charges in a clear and professional manner.
  • Participate in the interviewing and hiring of potential Service Department employees in coordination with HR.
  • Ensure all service staff perform their job duties as outlined in their job descriptions, and provide coaching or corrective action when necessary.
  • Proactively seek out and secure new service business to expand customer base and increase department revenue.

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Equal Employment Opportunity Information (Voluntary Disclosures)

North Central International - Rochester is proud to be an Equal Employment Opportunity and Affirmative Action employer. All employment decisions at North Central International - Rochester are based on business needs, job requirements and individual qualifications, without regard to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, past or present military service, or any other characteristic protected by law. The purpose of this Self-Identification Form is to comply with federal government record-keeping and reporting requirements, and to ensure equal employment opportunity at North Central International - Rochester. The data you provide on this form will be kept confidential and used solely for analytical and reporting requirement purposes. When reported, data will not identify any specific individuals. Moreover, this information will be kept separate from your application.

Answering these questions is optional and voluntary and your refusal to provide it will not subject you to any adverse treatment.

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Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.

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Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races.

Veteran status

North Central International - Rochester is subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1975, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires North Central International - Rochester to take affirmative action to employ and advance in employment veterans in the following classifications.

A “disabled veteran” is one of the following: A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs or a person who was discharged or released from active duty because of a service-connected disability.

A “recently-separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Protected veterans may have additional rights under USERRA—the Uniformed Services Employment and Reemployment Rights Act. In particular, if you were absent from employment in order to perform service in the uniformed service, you may be entitled to be reemployed by your employer in the position you would have obtained with reasonable certainty if not for the absence due to service. For more information, call the U.S. Department of Labor's Veterans Employment and Training Service (VETS), toll-free, at 1-866-4-USA-DOL.

If you believe you belong to any of the categories of protected veterans listed above, please indicate by checking the appropriate box below. As an employer subject to VEVRAA, we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information provided will be used only in ways that are not inconsistent with VEVRAA.

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I certify that answers given herein are true, accurate, and complete to the best of my knowledge. I authorize investigation into all statements I have made on this Form as may be necessary for reaching an employment decision. In the event I am employed, I understand that any false or misleading information I knowingly provided herein or in subsequent interviews may result in discharge and/or legal action. I understand that this Career History Form is not the sole basis from which a hiring decision has been made, and understand that this Form will be used in conjunction with a series of interviews and assessments to determine my suitability for the role to which I am applying.

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North Central International - Rochester