National Branded Service Manager

Dallas Trailer Repair Co.
Job Description
National Branded Service Manager

Position Overview

The National Branded Service Manager is a senior operations leader responsible for the performance, growth, and consistency of Dallas Trailer Repair Co.'s branded service locations. Branded locations are company-owned, walk-in service centers that cater to a broad range of customers and employ inside service sales representatives. This role ensures operational excellence, revenue growth, and a superior customer experience across all branded sites, currently located in Dallas, San Antonio, and Ft. Worth. The role reports to VP of Operations.

Key Responsibilities

Leadership & Strategy

• Lead and support Service Managers, Shop Foremen, and Service Advisors at all branded locations, driving a culture of accountability, customer service, and operational excellence.
• Develop and execute strategic initiatives to grow revenue through efficiencies and process improvements, customer base, and brand awareness across locations.
• Work closely with executive leadership to align branded facility operations with broader company goals.

Operations Oversight

• Standardize and optimize processes across all branded locations to ensure consistency in workflow, service quality, and customer experience.
• Ensure timely, high-quality service delivery while managing staffing levels, resource allocation, and parts availability.
• Utilize KPIs and data to evaluate location performance, identify gaps, and implement corrective actions.

Sales & Customer Engagement

• Oversee and support service sales activities, ensuring service sales reps are trained, motivated, and meeting sales goals.
• Monitor customer satisfaction metrics and resolve escalated customer concerns with urgency and professionalism.
• Build partnerships with local fleets, owner-operators, and repeat commercial customers.

Financial Management

• Own the P&L for each branded location; track revenue, labor costs, parts margins, and other financial indicators.
• Identify and implement initiatives to improve profitability while maintaining high service standards.
• Partner with finance to forecast revenue, budget expenses, and prepare performance reports.

Team Development

• Recruit, train, and retain high-performing team members; support Service Managers in developing technician and advisor teams.
• Conduct regular site visits to coach and mentor managers, reinforce company standards, and ensure site-level engagement.
• Implement ongoing development programs to grow leadership bench strength and frontline performance.

Brand & Facility Standards

• Ensure all locations reflect the Dallas Trailer Repair brand through cleanliness, professionalism, safety, and customer-first atmosphere.
• Monitor and maintain facility upkeep, signage, and compliance with brand identity standards.

Compliance & Safety

• Promote a safety-first culture through training, audits, 5S, and accountability.
• Ensure all branded locations comply with OSHA and DOT standards, local regulations, and internal policies.

Qualifications

• Proven multi-site operations leadership experience in a service-oriented or automotive/trucking industry.
• Strong understanding of service sales, job costing, and trailer/mechanical repair processes.
• Data-driven and results-oriented, with experience managing P&L statements.
• Excellent leadership, communication, and team-building skills.
• Comfortable traveling regularly to branded locations, 30% of the time.
• Bi-lingua

Physical Demands

• Ability to walk shop floors, climb stairs/ladders, and lift up to 50 lbs occasionally.
• Capable of spending extended time in shop environments, both indoor and outdoor.

Work Environment

• Frequent travel between branded locations is expected.
• Shop environments may involve exposure to loud noise, varying weather, machinery, and other typical industry hazards.

Additional Notes

This description reflects the core duties and responsibilities of the National Branded Service Manager position but may be expanded or modified as company needs evolve.