Primary Responsibilities

• Day to day management of the Idealease Service Department.
• Establish and Manage Priority Service for all Idealease Customers
• Provide Reciprocal Service as defined by Idealnet policies for all Idealease breakdowns.
• Complete understanding and implementation of Idealease Best Practices.
• Develop and manage a system to recognize all warrantable failures, warranty claims and warranty    recovery.
• Develop, implement and manage a Preventive Maintenance program that results in PM currency of 95% or greater.
• Manage outside repairs and over-the-road-failures in cost efficient and timely manner.
• Manage running costs to business plan goals.
• Assist management team in preparing an Annual Business Plan and Budget.  

 Warranty and Equipment Management 

• Train and develop all personnel on the methods used to identify warranty through the Idealease Resource Center, ISIS and vendor websites.
• Develop relationships with vendors and Navistar CSE/TSM to maximize warranty and policy recovery. 

 Safety and Compliance 

• Have full understanding of U.S. Federal Motor Carrier Safety Regulations (CFR 396).  Implement procedures as necessary to keep Idealease and contracted customers in compliance with regulations.  Stay current with changes in the regulations. 
• Monitor and manage satisfactory CSA Vehicle Basic scores for all customers.
• Inventory and manage process to keep maintenance file documentation of customer and company vehicles in accordance with the U.S. Federal Motor Carrier Safety Regulations (CFR 396).
• Develop, communicate and enforce established company safety policies and procedures.
• Certify all technicians for U.S. DOT Annual Inspections, brake inspections, and other maintenance procedures in accordance with the corresponding regulations.  

Sales and Customer Relations 

• Create and maintain positive relationships with all  customers.  
• Maintain minimum 90% Customer Retention Rate.
• Investigate and establish course of action for customer maintenance issues and problems.
• Aid in development of sales strategies with sales personnel to secure business as needed.
• Assist in Orientation process for each new customer.

  Department and Personnel Management 

• Review Unit P&L’s on a monthly basis.  Identify inefficient units and work with General Manager to determine       course of action. 
• Compare monthly financial results against the Business Plan and initiate any corrective action as necessary.
• Review manpower needs with the Idealease General Manager on a regular basis.
• Implement and monitor shop productivity measures.
• Create shop environment that assures cleanliness, safety and customer focus.
• Recruit and hire new employees as business levels dictate.
• Develop, implement and promote service training. 
• Assist in collection of past due invoices as needed. 
• Safe guard company assets by maintaining strong internal controls.
• Understand company policies and procedures and assure that they are understood and followed by all         personnel.   

Leadership, Personal Development and Conduct 

• Attend Driver Safety Meetings. 
• Attend Best Practices Meetings. 
• Attend company meetings as required. 
• Handle all customer, employee and vendor issues in a professional and courteous manner.
• Promote an atmosphere of cooperation, teamwork and goodwill with all employees within Idealease and the dealership.
• Display honesty in all company and customer related dealings.  

Idealease Service Manager (ISM) KPM's 

• 95% PM currency per month
• 19% maintenance costs* for lease and rental
• Average less than 8% overtime monthly.   
• Tech ratios managed to the level determined by management’s analysis that is dependent on the location’s structure. (stand alone, dealership based, source of Techs, etc.)
• AFC Recalls/MIN's completed within 90 days
• 100% enrollment in Navistar LMS (Learning Management System)
• IdealNet Reciprocal Service performance at 95%.

  *Maintenance costs include parts, labor, o/s repairs, oil & lube, and tires