Service Manager
3 months ago
Job Description – Service Manager
The Service Manager is responsible for overseeing the location’s service department's operations, ensuring customer satisfaction, and maintaining high standards of service quality. This role involves managing a team of service technicians, coordinating with other departments, and optimizing service processes to achieve business goals.
Reporting Relationships:
- Branch Manager
Responsibilities:
- Service Operations Management:
- Oversee daily operations of the service department, ensuring efficient workflow and timely completion of service jobs.
- Develop and implement service procedures, policies, and standards.
- Lead the production re-work or defect issues.
- Oversee the resolution of customer warranties.
- Team Leadership:
- Lead, train, and motivate a team of service technicians and support staff.
- Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.
- Conduct regular performance reviews, provide feedback, and develop staff through ongoing training and development programs.
- Customer Service:
- Ensure high levels of customer satisfaction by maintaining strong relationships with customers and addressing their service needs and concerns.
- Handle customer complaints and resolve service-related issues promptly and effectively.
- Scheduling and Coordination:
- Coordinate with the production and sales departments to schedule service jobs and ensure resources are available.
- Prioritize and assign service tasks to service technicians based on skill level and availability.
- Quality Control:
- Ensure all service work meets company quality standards and customer specifications.
- Implement and monitor quality assurance protocols and procedures.
- Inventory and Parts Management:
- Manage the inventory of service parts and supplies, including materials on field service trucks, ensuring availability and proper storage.
- Coordinate with the purchasing department to order parts and materials as needed.
- Budget Management:
- Prepare and manage the location’s service department budget, monitoring expenses and ensuring cost-effective operations.
- Analyze service costs and implement cost-saving measures where possible.
- Health and Safety:
- Ensure compliance with all health and safety regulations and promote a culture of safety within the service team.
- Conduct regular safety audits and training sessions.
- Reporting and Documentation:
- Maintain accurate records of all service activities, including work orders, parts usage, and customer interactions.
- Prepare and present regular reports on service department performance, including key metrics such as job completion times, customer satisfaction, and financial performance.
- Maintain customer profile information in the Customer Relationship Management tool.
- Performs other related tasks as may be assigned.
Qualifications:
- Education and Experience:
- Bachelor’s degree in Automotive Technology, Business Administration, or a related field preferred. Equivalent experience in industry may be considered in lieu of a degree.
- Minimum of 5 years of experience in a service management role, preferably in the automotive or truck upfitting industry.
- Skills and Competencies:
- Strong leadership and team management skills.
- Excellent organizational and planning abilities.
- Proficiency in service management software and Microsoft Office Suite.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
Working Conditions:
- Environment:
- Work is primarily performed in a service facility, with some office work.
- Exposure to noise, dust, and moving machinery.
- Use of personal protective equipment (PPE) as required.
- Physical Requirements:
- Ability to stand and walk for extended periods.
- Ability to lift and carry materials and equipment up to 50 pounds.
Direct Reports:
- Field Service Technicians
- In house Service Technicians
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