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Service Department Manager

4 months ago

Lansing, United States Shaheen Automotive Group Full time

Join the #1 automotive dealership in Mid-Michigan Shaheen Chevrolet, Inc. is a family-oriented establishment with a bustling shop dedicated to providing exceptional service to our customers. Our commitment to excellence has positioned us as a trusted name in the automotive industry, and we are seeking a dynamic Service Manager to lead our service department to new heights.

As the Service Manager, you will be responsible for overseeing the efficient and profitable operation of our service department. Your role will involve managing a team of service professionals, ensuring customer satisfaction, maintaining compliance with regulations, and fostering a culture of teamwork and excellence.

Key Responsibilities:

* Set and achieve department goals and objectives
* Recruit, train, motivate, and monitor the performance of service department staff
* Develop and administer the annual operating budget
* Maintain reporting systems and attend managerial meetings
* Implement marketing strategies to drive new and repeat business
* Ensure compliance with federal, state, and local regulations
* Monitor technician productivity and payroll records
* Facilitate technical training and maintain relationships with vocational schools
* Handle customer complaints promptly and professionally
* Maintain a safe and clean work environment
* Supervise subordinate supervisors and non-supervisory employees

Qualifications:

* Four to ten years of related experience and/or training
* Excellent communication and leadership skills
* Ability to analyze and interpret technical documents and financial reports
* Proficiency in basic mathematics and reasoning ability
* Valid driver's license required
* Experience in automotive service management preferred

Benefits:

* Competitive salary
* Medical, Dental, Disability, Life, & Vision insurance
* Retirement plan
* Paid time off

Complete job description below.

SUMMARY

Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Forecasts goals and objectives for the department and strives to meet them.

Hires, trains, motivates, counsels, and monitors the performance of all service department staff.

Prepares and administers an annual operating budget for the service department.

Maintains reporting systems required by general management and the factory.

Attends managers meetings.

Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.

Strives for harmony and teamwork within the department and with all other departments.

Develops and implements a marketing plan which promotes new and repeat business.

Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

Understands and ensures compliance with manufacturer warranty and policy procedures.

Accounts for all documents; ensures that none are missing and all are processed correctly.

Holds weekly department meetings.

Directs and schedules the activities of all department employees.

Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.

Monitors technicians' daily productivity reports and corresponding payroll records.

Monitors and follows up on parts orders with the parts manager to ensure availability.

Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

Establishes and maintains good working relationships with customers to encourage repeat and referral business.

Informs repair technicians of time allowances on each repair order.

Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

Keeps abreast of new equipment and tools available and recommends purchases.

Ensures that the work areas and customer waiting area are kept clean.

Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.

Serves as liaison with factory representatives.

Ensures the proper care, storage, and inventory of special tools.

Ensures that customers' service files are up-to-date and readily available for reference.

Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.

Prepares pricing guides and maintenance menus for frequent labor operations.

Handles customer complaints immediately and according to dealership's guidelines.

Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.

Maintains safe work environment.

Maintains a professional appearance.

MARGINAL DUTIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

Manages three subordinate supervisors who supervise a total of 40 employees including Service Advisors, Quick Lube, Technical Staff, and Emergency vehicle equipment and restoration. Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises five non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Four to ten years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Manufacturer Training

Valid Driver's License

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The employee is frequently exposed to wet and/or humid conditions. The employee is occasionally exposed to risk of electrical shock, explosives, and vibration. The noise level in the work environment is usually very loud.