Service Operations Manager

2 weeks ago

McAllen, Texas, United States Bert Ogden Auto Group Full time
Job Overview

Position Title: Service Manager

Department: Service

Reports To: Service Director/General Manager

Location: McAllen, Edinburg, TX

Objective:

The Service Manager oversees the workflow and profitability of the service department, managing significant overhead costs while enhancing customer satisfaction and loyalty.

Key Responsibilities:

  • Uphold the highest standards of service quality; regularly inform technicians of dealership customer satisfaction index (CSI).
  • Ensure a clean and organized service area to foster morale and maintain quality standards; create and implement training schedules for all personnel.
  • Achieve craftsman league scores at or above the zone average; provide regular feedback to employees, particularly those underperforming.
  • Establish quality control systems for job performance and tracking of special projects.
  • Resolve all customer complaints within a 48-hour timeframe.
  • Engage the owner relations manager in complaints as necessary, aiming for zero unresolved issues reaching the dealer.
  • Keep the dealer informed of significant complaints and potential legal matters; stay informed about relevant consumer protection laws.
  • Collaborate effectively with the Better Business Bureau to resolve complaints satisfactorily.
  • Recruit, develop, and maintain a high-quality service team.
  • Implement systems for quality assurance on every job.
  • Hire top-tier technicians and service staff.
  • Maintain and update technical resource data systems in line with company policies, conducting annual appraisals for all personnel.
  • Develop follow-up systems for customer pay and warranty labor to ensure satisfaction; maintain a repair order system that adheres to the three 'C's: complaint, cause, and correction.
  • Establish and enforce standards for customer interaction; create special procedures for handling repeat issues.
  • Maintain an organized and current customer follow-up and record-keeping system.
  • Be proficient in operating an automated control system.
  • File all completed repair orders within 48 hours of job completion.
  • Respond promptly to requests from the cashier to assist with customer inquiries.
  • Complete service campaigns in a timely manner, meeting or exceeding zone averages.

Additional Duties:

  • Maintain accurate records and ensure warranty parts retention as per policy guidelines.
  • Foster effective inter-departmental relationships.
  • Develop systems for comprehensive review of vehicle preparation checklists.
  • Manage service department responsibilities for vehicle delivery in accordance with the gold key delivery program.
  • Collaborate with the sales department to support new and used vehicle sales.
  • Coordinate with the parts department to ensure adequate stock of frequently used parts.
  • Forecast sales, gross profit, and expenses accurately.
  • Create an annual service plan aligned with sales and profit forecasts.
  • Maximize labor and parts sales based on genuine customer needs.
  • Achieve forecasted customer labor sales within a 10% margin.
  • Enhance customer satisfaction through effective management of warranty and customer pay labor.
  • Communicate with all customers in a manner that positively reflects on the dealership and its products.

Qualifications:

  • Must be at least 21 years of age.
  • Must possess a valid Texas driver's license.
  • Must successfully pass a hair follicle drug screening.
  • Must clear a background check.

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