Truck Centers Service Manager

Position Summary

The Branch Manager is responsible for the overall performance, compliance, and profitability of their assigned location. This role ensures that all profit centers operate according to RMTC standards, service level agreements (SLA), and compliance requirements while fostering a culture of accountability, safety, career development, and customer satisfaction. All Branch Manager outcomes are enforced as pass/fail against the Branch SLA.


⚡ Key Responsibilities

1. Operational Leadership

• Direct daily operations across TC, RS, and TR profit centers.
• Ensure ESR workflows are executed through on-call technician scheduling.
• Maintain compliance with RMTC policies, DOT/FMCSA, state, and federal labor laws.
• Manage service counter and phone administration needs.
• Meet budgeted sales goals and SLA metrics.
• Own dispatch oversight visibility (100%) for all ESRs; act as Missed & Abandoned Call Gatekeeper.
• Steer resources via visibility; do not take over dispatch.
• Maintain Dispatch Connected ≥95%; review Dispatch Attempts weekly.
• Hold weekly ETA variance reviews; keep ETA Variance ≤ ±15 minutes.
• Enforce Estimate Turnaround Time ≤30 minutes from RO creation.
  
  
  Helix Visibility & Governance
  
  Branch Managers are expected to review Helix signals relevant to their branch weekly, apply local context, and execute corrective actions as required.
  
  Branch Managers do not suppress, alter, or close Helix signals. Signal resolution occurs through sustained performance normalization.
  
  
  2. People Management
  
  
• Lead and develop Service Advisors, Project Managers, Technicians, and Wrecker Operators.
• Conduct role-specific and quarterly performance reviews aligned with SLA expectations.
• Monitor time & attendance compliance using audit tools.
• Address violations promptly with corrective action plans.
• Manage the Core Curriculum for career path development at the branch level.
• Enforce T&D timeclock events and Bullpen certification uploads; maintain auditable records.
• Run weekly KPI reviews with the Director of Operations.
• 100% Engaged Work force through OKR Assignments and Performance Management.
• Ensure Employees are keeping up with new training through LMS reporting.
• Assign SOP’s and Training according to Employees Skill set and or gap.
  
  
  
  3. Financial Performance
  
  
• Drive profitability through efficiency, productivity, and risk-gate enforcement.
• Review and approve estimates for accuracy in labor, parts, and margins.
• Verify deposit and PO collection prior to dispatch or tear-down.
• Manage branch inventory, tire stock, and cost controls.
• Achieve Parts GP ≥45% and Labor GP ≥65%.
• Keep Labor Cost % ≤25% through Time & Attendance enforcement, and On Call Management.
• Ensure Supplier Invoice Accuracy = 100%.
• Maintain Cores & Returns ≥2.5% of gross sales/month.
• Ensure cash drawer & daily deposits are 100% accurate and on time.
• Submit budget variance packet 100% complete for monthly State of the Union review.
• Act as Work Order Value Guarantor prior to posting/closeout.
  
  
  Branch Managers do not bypass Billing Control or Accounting processes and do not resolve billing disputes directly with customers outside approved workflows.
  
  
   Team Development & Performance
  
  
• Quick Pics Application ≥20%.
• Inspection Completion ≥95%.
• Service Advisor Win Rate ≥73% (inbound capture).
• Branch Close Rate ≥85% (estimate conversion).
• Quick Pic Close Rate ≥70% (inspection upsell).
• Technician Productivity ≥90%.
• Technician Efficiency ≥85%.
• Dispatch Connected ≥95%.
• ETA Variance ≤ ±15 minutes.
• Compass RS Close Rate ≥75% baseline; ≥85% when SLA/ETA met.
  
  
  
   Career Path & Training Oversight
  
  
• Act as sponsor for Bullpen Curriculum (Technician, Advisor, Event Manager tracks).
• Ensure 100% completion of Rocky Mountain University modules.
• Validate training through measurable job performance (Efficiency, Productivity, SCP progression).
• Identify and mentor high-potential employees through RMTC’s career path framework.
  
  
  Branch Managers enforce training completion and validate performance outcomes, but do not modify curriculum, sequencing, or certification standards without Director of Operations approval.
  
  
   OKRs & Playbook Execution
  
  
• Facilitate quarterly OKR goal-setting sessions.
• Align individual OKRs with company-wide objectives.
• Enforce Branch Playbook: ESR handling, estimate approvals, risk gates, deposits, dispatch accuracy.
• Hold weekly team stand-ups to drive accountability.
• Ensure OKR engagement = 100% across staff; each employee aligned to a goal and playbook.
• Ensure Daily Playbooks = 100% completion (auditable).
• Conduct mandatory first-week-of-month OKR review meeting (Teams invite with notes/log).
  
  
  
  4. Customer & Partner Relations
  
  
• Uphold the Rocky Mountain Promise: professional communication, transparency, urgency.
• Resolve escalated customer issues quickly and effectively.
• Maintain strong vendor and partner relationships (FleetNet, Goodyear, Bridgestone, Michelin, etc.).
• Ensure Podium review compliance ≥20% of TC ticket count (advisor-initiated).
• Maintain GMB rating ≥4.5; respond to all reviews within 24 hours.
• Enforce “3 Signatures to a Great Experience” (Work Auth. → Advisor | Estimate Auth.→ Customer Signature Final Auth..
  
  
  
  5. Safety & Compliance
  
  
• Enforce RMTC safety standards (PPE, certifications, DOT compliance).
• Conduct routine shop and roadside safety audits.
• Document incidents, damages, and injuries within 24 hours.
• Hold monthly safety meetings with agenda and roster on file.
• Enforce wheel torque standards on every job.
• Ensure disclaimer application compliance.
• Maintain 100% fuel receipt upload compliance.
• Ensure pre-trip compliance across all equipment.
  
  
  
   Performance Metrics (Aligned to SLA)
  
  Branch Managers are directly accountable for:
  
  
• Store-level KPI targets achieved and sustained.
• Time & Attendance compliance across all roles.
• ESR acceptance ≤10 minutes (per Alert Media SOP).
• Monthly financial targets met or exceeded.
• Meets SLA
  
  
  
   Estimating & Approval Gatekeeper
  
  
• Personally review and approve all estimates using the Branch Manager Estimate Approval Checklist.
• Ensure every Concern has a Service Package + Required Inspection attached.
• Verify deposits/POs are collected before dispatch or tear-down.
• Prevent margin leakage by auditing parts markups, labor guides, and menu pricing compliance.
• Escalate exceptions to Director of Operations when outside approval authority.
  
  
  
   Staffing & On-Call Management Gatekeeper
  
  
• Staffing: Build and publish technician and wrecker operator schedules; balance coverage across shifts.
• On-Call: Manage rotations through Schedule Manager; publish ≥2 weeks in advance; secure staff signatures for compliance.
• Monitor daily clock-ins/outs, early/late punches, breaks, and Training & Development timeclock events.
  
  
  
   Inventory & Daily Playbook
  
  
• Submit PO before all purchases.
• Receive against PO.
• Conduct weekly “doughnut” tire counts; escalate discrepancies immediately.
• Submit monthly physical inventory within 3 business days of month-end.
• Enforce Tiered Tire SOP (recaps only on trailers).
• Maintain Cummins filters, fluids, springs, wheels, and brake chambers to par levels.
• Complete daily time edits, work order approvals, GPS audits, and chargebacks.
• Complete and coach Loss Runs daily through Notification Center, documented in the branch Daily Playbook checklist (100% compliance required).
  
  
  
   Sales, Win Rate & Close Rate Gatekeeper
  
  
• Win Rate (Inbound Capture): Maintain ≥73%.
• Close Rate (Estimate Conversion): Maintain ≥85%.
• Quick Pic Close Rate (Inspection Upsell): Achieve ≥70%.
• Enforce Compass RS Close Rate: ≥75% baseline; ≥85% when SLA/ETA met.
• Use Estimate Approval Checklist to maximize capture and protect compliance.
• Monitor advisor call grading; coach advisors and event managers on presentation, documentation, and urgency.
  
  
  
   Branch Manager – Gatekeeper Summary
  
  Branch Managers are the final gatekeepers of branch compliance, profitability, and customer trust. Once escalated by a Lead, Branch Managers have cradle-to-grave ownership and may not redirect issues back.
  
  
  藺 Required Skills & Qualifications
  
  
• 5+ years in heavy-duty truck service, roadside, or towing operations.
• 3+ years of leadership/supervisory experience.
• Strong financial and operational acumen.
• Knowledge of Protractor, Zuper, ERS, TowManator, and national account systems (GYNA/MNA/BNA).
• Excellent communication, problem-solving, and decision-making skills.
• Ability to lead in a 24/7/365 environment.