Experienced Import Service Director

3 weeks ago

Bethesda, United States Ourisman Automotive Group Full time

Pay will be excellent in the market.

The Service Director is responsible for the customer sensitive, efficient, and profitable operation of the dealership's Service Department. He carries out this responsibility by building strong relationships with each franchise.

SPECIFIC RESPONSIBILITIES: - Customer Relations

1. Train the service sales staff to promote customer satisfaction.

2. Train the service sales staff to tactfully handle customer inconveniences, misunderstandings, and complaints.

3. Ensure that every service employee shows common courtesy to all customers.

4. Ensure that customer inconveniences, complaints, and misunderstandings are dealt with fairly and quickly.

5. Handle customer complaints that demand management's attention tactfully promptly, and with genuine concern for the customer's problems.

6. Ensure that every employee exhibits pride of workmanship.

7. Make every reasonable effort to make vehicle service a pleasant customer experience.

SPECIFIC RESPONSIBILITIES: - Sales

1. Generate and continually strive to increase labor sales.

2. Set individual and total shop sales objectives.

3. Work and train service writers.

4. Plan and execute on-going service advertising program.

5. Provide the material support necessary to sell service.

6. Maintain daily sales and production records as prescribed by dealership management.

7. Review the sales performance of the service salespeople and evaluate them on a regular basis.

8. Ensure that proper service sales techniques are being used.

SPECIFIC RESPONSIBILITIES: - Production

1. Determine staffing requirements.

2. Hire and maintain a technical production staff that can perform all types of maintenance work and mechanical repair on the products the dealership sells.

3. Ensure that all the necessary shop equipment is in proper and safe working condition.

4. Obtain and maintain control the special tools necessary for the repair and service of the vehicles the dealership sells.

5. Schedules training as necessary to properly repair and service all the vehicles the dealership sells.

6. Review flat rate flagging practices on a periodic basis.

SPECIFIC RESPONSIBILITIES: - Technical

1. Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up-to-date, and properly maintained.

2. Review technical bulletins from the manufacturer and distribute them to the appropriate technicians.

3. Stay up to date on product changes and new products.

SPECIFIC RESPONSIBILITIES: - Financial

1. Understand and monitor the service section of the dealership's financial statement.

2. Create and control budgets for personnel and other expenses normally administered by service management.

3. Maintain support personnel staffing at no more than 1 support person to 2 productive technicians.

4. Strive to maintain as a percent of total labor sales.
- 75% or better gross profit
- 25% or less personnel expense
- 20% or less semi-fixed and fixed expenses
- 20% or more net profit on labor sales

5. Assure proper repair order flow to satisfy manufacturer/dealership/business office requirements.

6. Monitor the effective labor sales rate on a continuous basis.

7. Obtain competitive bids for all tools, equipment, sublet repairs, supplies, etc.

8. See that the dealership receives full value for the time and materials purchased.

SPECIFIC RESPONSIBILITIES: - Warranty

1. Know and understand all the manufacturer's warranty policies and procedures.

2. Administer proper and prompt warranty claims processing and sublet repairs, supplies, etc.

3. Monitor and control warranty claim receivables.

4. Administer the correction, and promptly resubmit warranty claims rejected, denied, or returned by the manufacturer.

SPECIFIC RESPONSIBILITIES: - Personnel

1. Maintain a current service department organizational chart for both locations.

2. Up-grade and maintain employee morale by providing advancement opportunities and promoting from within whenever possible.

3. Train back-up personnel or every position in the service department.

4. Be firm but fair in all decisions and solve problems by taking positive action.

5. Strive to increase the production and earnings of every employee.

6. Maintain a personal relationship with every service employee.

7. Ensure that all service employees arrive and depart work at established times and follow company policies.

8. Counsel service employees who run afoul of instructions.

9. Report to upper management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.

10. Properly document employee behavior that may result in punitive actions such as termination.

11. Create and review with every service employee a written job description.

12. Conduct semi-annual employee performance evaluations of Service Managers.

13. Assist all subordinate service management and sales personnel in all phases of their job descriptions when over-

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