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Service Manager

2 months ago

Newark, United States Cruise America Full time
Job Details

Job Location
SFO Office - Newark, CA

Description

SUMMARY

The role of the Service Manager is to assist in managing and directing all service department activities of the Hub Location. The Service Manager ensures customer satisfaction at the highest level through effective services and repairs. The Service Manager also takes on most responsibilities of the Hub Manager in their absence to ensure the smooth operation of the location.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
  • Supervise the flow of vehicles within the service department.
  • Ensure delivery of vehicles to customers on time.
  • Supervise, manage and train the Technicians and Detail staff.
  • Coordinate vehicle repairs with all outside service vendors.
  • Review all non-revenue contracts daily to ensure vehicles are repaired in a timely manner.
  • Continually locate additional area service vendors when applicable, to ensure chosen vendors are performing repairs both efficiently and at the best possible cost to the company.
  • Perform general maintenance and PDI's when needed.
  • Maintain accurate inventory and process orders when needed.
  • Maintain an organized service area.
  • Work with the Hub Manager to set and enforce work priority.
  • Inform customers of vehicle inspection findings.
  • Educate and explain service to customers when needed.
  • Assist Hub Manager with operational duties.
  • Perform Hub Manager responsibilities in their absence.
  • Deliver excellent customer service.
  • Other duties as assigned.
COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:
  • Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; shares expertise with others.
  • Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Attention to Detail - Recognizes that even small inaccuracies add up quickly. Demonstrates willingness to take time necessary to follow instructions precisely.
  • Communications - Exhibits superior oral and written communication skills in English. Is able to clearly convey information to customers and staff. Exhibits good listening and comprehension.
  • Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well.
  • Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; improves processes, products and services.
  • Teamwork - Gives and welcomes feedback; supports everyone's efforts to succeed.
  • Quality Management - Demonstrates accuracy and thoroughness.
  • Ethics - Works with integrity and principles; upholds organizational values.
  • Adaptability - Able to deal with frequent change, delays, or unexpected events.
  • Dependability - Commits to long hours of work when necessary to reach goals. This may include nights and weekends.
  • Professional appearance - displays good personal grooming and adherence to company protocol.
  • Attentiveness - Ability to remain alert and focused in the work environment. Ability to work effectively with all co-workers.


Qualifications

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:

Education and/or Experience

High School or equivalent diploma required. Ability to type with speed and accuracy and proficiency in Microsoft Office products (Access, Excel, Word) is required.

Physical Demands

While performing the duties of this Job, the employee is regularly required to sit, stand, walk, talk or hear and use hands to handle, feel, or type. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The working conditions are normal for a retail environment. Work may require travel, overnight travel and weekend or evening work.