Service Manager
4 weeks ago
Job Profile Summary The Service Manager is responsible for the customer-focused and efficient operation of the dealership's
service department. The service manager will operate the department at maximum production, controlling
costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales
objectives and maintaining service records. The Service Manager is responsible for ensuring a customer
experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and
improving customer satisfaction. The service manager also carries out this responsibility by building
customer relationships, creating a good work environment and properly managing the assets of the
department.
Job Description:
What are the day-to-day responsibilities?
• Assist all subordinate service and sales personnel in all phases of their job descriptions
Properly document employee behavior that may result in punitive job actions such as
termination
•
• Report to management any circumstances that compromise the integrity of the dealership
• Work with the parts department as appropriate to ensure proper stocking of high use parts
• Collect accounts receivable for service work
• Obtain competitive bids on all tools, equipment, sublet repairs, supplies, etc.…
Ensure that service department employees follow safety policies and practices and that they
report any and all accidents immediately
•
Ensure that all required technical publications, periodicals, bulletins, etc.… are obtained, kept
up-to-date and properly maintained
•
• Quality check completed jobs
• Ensure that all the necessary shop equipment is in proper working condition
Ensure that customer inconveniences, complaints and misunderstandings are dealt with
fairly and quickly
•
• Ensure that proper service sales techniques are being used
Meet with fixed operations director and general manager at least once a month to review
current service department performance, set future performance objectives, promotional
activities or any other matters
•
Communicate with customers before issues arise and get involved in escalated customer
issues
•
Maintain accurate records and insure warranty parts retention as outlined, following all
manufacturer requirements as outlined in manufacturer and company policy and procedures
manuals
•
Maintain the highest possible standards of workmanship, advise technicians of service CSI
on a monthly basis
•
Serve as liaison with factory representatives in the absence of fixed operations or service
director
•
Establish and maintain a good working relationship with customers to encourage repeat
referral business
•
• Monitor staffing levels, compensation levels and department turnover
• Assure proper repair order flow to satisfy warranty/dealership/business office requirements
• Maintain reporting systems required by general manager, company and manufacturer
Establish and maintain a good working relationship with vocational and technical schools to
enhance recruitment activates
•
• Direct and schedule the activates of all department associates
• Hire, train, motivate, counsel and monitor the performance of all service department staff
Understand and comply with federal, state and local regulations that affect service and parts
operations, such as hazardous waste disposal, OSHA right-to-know act, ect…
•
Assist in development of annual service budget for use in connection with annual sales
forecast
•
• Maintain customer satisfaction index rating above that of manufacturer or dealership
What are the requirements for this job?
• High School diploma or equivalent
• Three to Five years of experience in an auto repair facility
• Two plus years of supervisory experience
• Excellent verbal and written communication and interpersonal skills
• Proficient knowledge of dealership computer systems
• Must have a valid driver’s license
• Ability to drive manual transmission vehicles
• Demonstrated customer service skills
Previous industry knowledge of overall operations, management and wholesale relations
(preferred)
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