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Description

Job Title: Service Manager

Department: Service

Reports To: Fixed Operations Director/ General Manager

SUMMARY: Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensure 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.
  • Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
  • Strives for harmony and team work 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 processed correctly.
  • Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
  • Monitors Technician's daily productivity reports and corresponding payroll records.
  • Monitors and follows up on parts orders with 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 business and referrals.
  • Informs 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.
  • Ensures that the work areas and customer area are kept clean.
  • Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
  • Serves as a liaison with factory representatives.
  • Ensures that the proper care, storage and inventory of special tools.
  • Ensures that customer's service files are up-to-date and readily available for reference.
  • Ensures that all customers are greeted promptly and given a fair estimate on costs and time required for repairs and maintenance.
  • 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.
MARGINAL DUTIES: include the following. Other duties may be assigned.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Maintains a safe work environment.
  • Maintains a professional appearance.
  • Attends manager's meetings.
  • Holds weekly departmental meetings.
ADDITIONAL REPSONSIBILITES:
  • Arrives to work on time.
  • Follows instructions from a supervisor.
  • Interacts with co-workers.
  • Understands and follows work rules and procedures.
  • Accepts constructive criticism.
  • Leads and manages others.
Job Type: Full-time

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Health insurance
  • Referral program
  • Retirement plan
  • Vision insurance
Day range:
  • Monday to Friday
  • Weekends as needed
Experience:
  • automotive service manager: 5 years (Required)