Service Manager - Commercial Vehicles

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Retirement Plan
• Company-Paid Short-Term Disability Insurance
• Company-Paid Long-Term Disability Insurance
• Company-Paid Basic Life & AD&D Insurance
• Voluntary Term Life & AD&D Insurance
• Flexible Spending Accounts (FSA)
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Paid Holidays
• Training and Professional Development Opportunities
• Career Growth and Advancement Opportunities

• Maximizing fleet availability by maintaining clear visibility into vehicle-down conditions and driving repairs, parts needs, and technical escalations through timely resolution.
• Creating an accountable, high-performing service operation where Supervisors, Foremen, and Technicians understand priorities, quality expectations, and performance standards.
• Effectively balancing customer priorities, preventive maintenance requirements, road calls, vehicle defects, and shop capacity to keep work moving efficiently.
• Developing the technical capabilities of the Service team through structured training, qualification tracking, coaching, and individual development plans.
• Reducing recurring repair and process issues through strong technical troubleshooting, root cause analysis, accurate documentation, and consistent follow-through.
• Maintaining high standards for safety, compliance, labor accuracy, documentation, shop organization, and operational discipline.
• Building strong partnerships with customers and internal teams by communicating clearly, resolving escalated concerns, and delivering dependable service results.

• Lead and coordinate daily service operations in partnership with the Operations Manager.
• Monitor the Vehicle Down List through established reporting tools and drive timely resolution of vehicle-down conditions.
• Oversee shop floor activity and road-call requests, ensuring work is appropriately prioritized, assigned, and completed.
• Review and prioritize defects identified through preventive maintenance inspections, Driver Vehicle Inspection Reports (DVIRs), and additional findings discovered during maintenance and repair activities.
• Serve as a primary escalation resource for complex repair, diagnostic, and parts-related concerns.
• Coordinate expedited technical, repair, and parts support when vehicle availability or customer operations are at risk.
• Monitor DVIR completion and follow-up, ensuring Foremen maintain accurate documentation and drive identified defects through resolution.
• Monitor workflow, repair progress, labor utilization, and shop capacity to identify constraints and adjust priorities as needed.

• Provide technical leadership and guidance for complex mechanical, electrical, HVAC, electronic, diesel, and other vehicle system concerns.
• Support Supervisors, Foremen, and Technicians with advanced troubleshooting, root cause analysis, and difficult repair decisions.
• Promote consistent diagnostic and repair practices that improve quality and reduce repeat repairs.
• Review recurring vehicle concerns and partner with appropriate technical resources to identify effective long-term solutions.
• Provide customers with technical support in person and by telephone as needed.
• Help ensure service work meets ABC Companies' quality, safety, documentation, and customer requirements.

• Manage service-related customer projects, operational initiatives, and program rollouts established with operators and customers.
• Coordinate customer priorities with available shop capacity, fleet requirements, staffing, and maintenance needs.
• Communicate service priorities, vehicle status, operational concerns, and resolution plans to customers and internal stakeholders.
• Manage third-party service vendors, including vendor selection, quote review, service coordination, and performance.
• Serve as a primary subject matter expert for user acceptance testing (UAT) associated with applicable system enhancements and rollouts in partnership with IT and Corporate teams.
• Support implementation and adoption of new operational processes, tools, and technology.

• Provide leadership, direction, coaching, and accountability through Service Supervisors and Foremen.
• Maintain the department's training and qualification matrix, including KPA training, CDL requirements, required education, certifications, and recurring training.
• Establish and monitor development plans for Technicians, Foremen, and Supervisors to support technical progression, leadership development, and operational needs.
• Ensure Supervisors and Foremen maintain accountability for employee performance, work quality, documentation, attendance, and process compliance.
• Identify training and skill gaps and coordinate appropriate development resources.
• Promote a collaborative, safety-focused culture centered on quality, accountability, continuous improvement, and customer service.
• Serve as the DSI/Cloud Inventory subject matter expert, providing system guidance and supporting consistent process adoption throughout the Service team.

• Partner with Safety, Health, and Environmental resources to maintain compliance with applicable EPA, OSHA, DOT, Workers' Compensation, and company requirements.
• Ensure safety and environmental incidents are properly documented, escalated, investigated, and addressed.
• Monitor shop safety, cleanliness, and housekeeping expectations and ensure identified concerns receive appropriate corrective action.
• Reinforce safe work practices and hold team leaders accountable for compliance with established policies and procedures.

• Review and approve daily payroll, attendance, work-order labor transactions, and time-of-activity records, ensuring information is accurate and properly documented.
• Hold Supervisors and Foremen accountable for recurring transaction errors, incomplete documentation, and timely corrections.
• Monitor labor utilization, work-order activity, staffing, and operational workload to identify productivity or resource concerns.
• Maintain accurate operational records and reporting required to support Service operations and management decision-making.

• Review and approve tool, shop supply, and equipment requests within established authorization levels.
• Partner with the Facility Maintenance Manager to maintain availability and uptime of ABC-owned shop equipment and operational assets.
• Identify and escalate facility, equipment, or infrastructure conditions that could affect employee safety, productivity, repair capability, or vehicle availability.
• Help ensure shop tools, equipment, and resources are available and maintained to support efficient service operations.

• 5-10 years of motorcoach, transit, diesel, or heavy commercial vehicle service experience required.
• Previous service leadership experience as a Service Manager, Service Supervisor, Shop Foreman, Lead Technician, or comparable role required.
• Demonstrated experience leading technicians and/or frontline service leaders in a commercial vehicle maintenance or repair environment.
• Experience with heavy-duty diesel equipment strongly preferred, including motorcoaches, transit buses, tractor-trailers, heavy equipment, or similar commercial vehicles.
• Van Hool motorcoach experience preferred.
• High-voltage/electric vehicle (EV) experience highly valued. Candidates with significant EV experience may be considered with less motorcoach-specific experience.
• Strong technical knowledge with demonstrated ability to troubleshoot complex mechanical, electrical, HVAC, and electronic vehicle systems.
• Experience performing root cause analysis and supporting resolution of complex or recurring vehicle concerns.
• Demonstrated ability to coach, develop, and provide technical guidance to technicians and frontline leaders.
• Experience managing shop workflow, repair priorities, fleet availability, labor utilization, or similar service operational metrics.
• Strong organizational and project-management skills with the ability to manage competing priorities and complete assignments within expected timeframes.
• Strong leadership, communication, conflict-resolution, and interpersonal skills.
• Computer proficiency, including Microsoft Office, service management systems, work-order tracking systems, and shop software.
• Valid driver's license required.
• CDL Class B with Passenger Endorsement preferred.
• ASE, Cummins, Detroit, Allison, EV/high-voltage, or other relevant technical certifications preferred.

• Service operations leadership
• Fleet availability and maintenance management
• Shop workflow and workload prioritization
• Team leadership, coaching, and development
• Advanced diesel and commercial vehicle technical knowledge
• Mechanical and electrical troubleshooting
• Root cause analysis and problem-solving
• Labor utilization and productivity management
• Customer relationship management
• Vendor management
• Project and change management
• Training and qualification management
• Safety and regulatory compliance
• Conflict resolution
• Operational reporting and documentation
• Strong verbal and written communication
• Cross-functional collaboration
• Organization and time management
• Sound judgment and decision-making
• Accountability and follow-through

• Ability to move items weighing up to 50 pounds.
• Ability to stand and walk for extended periods of time, including throughout an active service facility.
• Ability to bend, stoop, squat, kneel, reach, and lift as required throughout the workday.
• Ability to safely enter, exit, and work around motorcoaches and other commercial vehicles.
• Ability to work in shop and outdoor environments for extended periods and under varying environmental conditions.
• Ability to operate computers, diagnostic equipment, and other equipment necessary to support service operations.

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