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Service Director
2 months ago
We are seeking a highly skilled and experienced Service Manager to lead our Service Department at Mercedes-Benz of Loveland. As a key member of our team, you will be responsible for ensuring the efficient and profitable operation of our service department, while providing exceptional customer service and maintaining a high level of quality in all aspects of our service operations.
Key Responsibilities:- 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.
- Works with General Manager in preparing and administers an annual operating budget for the service department.
- Maintains reporting systems required by general management and the factory.
- Attends monthly managers' meetings.
- Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
- Ensures that the Service Department and Customer waiting areas are kept clean and organized.
- Promotes 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.
- 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.
- Serves as liaison with factory representatives.
- 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.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- 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.
- Examine vehicles to determine if additional safety or service work is required.
- Must have a valid Colorado Driver's license and MVR acceptable to our insurance carrier.
- Exceptional commitment to Team Member engagement.
- Strong Advancement and Career Development Opportunities.
- Culture of Coaching and Mentoring.
- Many long-tenured employees including seven Team Members employed since day one – 11 years.
- Excellent communication and sales skills.
- Must be willing to submit a background check and drug screen prior to employment. We are a drug free workplace.
- Must have a minimum of 7 years' experience as a Service Advisor.
- Must have a minimum of 5 years' experience as a Service Manager or Service Director, preferably with Mercedes-Benz.
- Must have strong leadership skills.
- Must always maintain a professional appearance.
- Must be able to enter/exit vehicles without limitations.
- Must be able to stand/sit for up to 8 hours without restrictions.
$180, $250,000.00 per year.
Benefits:- Paid holidays.
- Paid time off.
- 401(k) with 50% company match of first 4% of contribution.
- Insurance – Medical, Dental, Vision.
- Dependent Care FSA.
- Basic Life and AD&D.
- Short-Term and Long-Term Disability.
- Critical Illness Insurance.
- Accident Insurance.
- Hospital Indemnity.
- Employee Assistance Program.
