Sustainable Mobility Brand Service Manager

3 weeks ago

Greensboro NC USA, United States Mills Auto Group Full time
About the Role

The Service Manager will be responsible for overseeing all service operations for a new sustainable mobility brand, including building a team of top-talent advisors, technicians, and parts staff. This position requires an enthusiastic individual and people developer who has demonstrated experience with leading and motivating teams and is dedicated to creating positive, lasting, and memorable customer interactions throughout the service process.

Key Responsibilities
  • Oversee all day-to-day operations, including ensuring a high level of customer satisfaction while achieving profitability
  • Ability to take ownership, create a culture of trust and accountability, and develop a top-talent team from the ground up
  • Strong leadership abilities, including the ability to inspire and motivate service team, set clear expectations, and provide constructive feedback
  • Driven to achieve targets and understands link between service and customer experience
  • Experience working in a high-tech and customer-focused environment with a verifiable track record of excellence in customer satisfaction
  • Possess analytical thinking, hands-on problem-solving, and a proactive mindset
  • Set sales, profitability, and customer service targets
  • Drive operational excellence by establishing efficient processes to identify and report complex technical issues as well as effectiveness of diagnostics, software updates, repair plans, and corrective actions
  • Establish high operational standards to ensure shop cleanliness, organization, throughput, and 100% shop efficiency
  • Exceptional organization and the ability to drive continuous improvement
  • Select, train, and develop employees, ensuring all positions are filled promptly
  • Ensure team masters ongoing knowledge of vehicle features for a new-to-market brand; have a strong grasp of services offered and vehicle technology
  • Serve as primary point of contact to manage escalations, address customer concerns, compliance matters, and resolve any priorities related to service operations
  • Work collaboratively with key stakeholders: Store team, Product Brand team, MAAMCO Executive team, and Policy Departments to ensure unparalleled customer experience
  • Exceptional communication skills in diverse forums
  • Ensure workshop safety and compliance standards are met
Requirements
  • 5+ years of managing day-to-day service operations including appointments, walk-ins, dispatch, and managing through-put while delivering high customer satisfaction
  • Proven record of effectively leading, managing, and inspiring service teams to attain goals while delivering exceptional customer service
  • Customer-centric mindset and a deep passion for creating ongoing memorable consumer experiences
  • Highly collaborative and team-oriented
  • Self-driven initiative; hardworking; willing to go above and beyond for customer
  • Strong desire to execute and identify new ways to push the business forward
  • Strong verbal, written communication, and interpersonal skills
  • Excellent interpersonal and organizational skills with the ability to relentlessly prioritize
  • Manage and overcome customer feedback in a cordial and calm manner
  • Act with urgency and champion excellence in all company objectives
  • Proficient in using standardized shop equipment
  • Experience in EV service role – including diagnostics, maintenance, and repair of high voltage powertrain systems
  • Oversee implementation of mobile service – including process development, KPIs, and ensuring utilization and profitability
  • Ensure service delivery commitments are met – including PDI readiness and vehicle detailing
  • Develop process to ensure advisors/technicians communicate with customers throughout the day to provide status updates on vehicle repairs and estimated completion times
  • Ensure technicians properly document repair work orders – including complaint causes, correctly apply labor codes, etc.
  • Provide oversight for all safety/liability concerns; ensure all legal compliance is followed
  • Provide ongoing technical training
  • Flexible - available to work weekends, evenings, nights, and holidays as needed
  • Proficient in business productivity tools and software (MS Office suite, CRM tools, and retail business systems)
  • Maintain a valid/active United States-issued driver's license
  • Candidate must be authorized to work in the United States
What We Offer
  • Cigna PPO, Imagine 360 and HSA plans > 2 medical plan options
  • Dental and Vision Plans
  • 401(K)
  • Company Paid Basic Life and Short-term Disability
  • Employee Assistance Plan
  • Sick and Vacation Time, Paid Holidays
  • Voluntary Benefits Include: Critical Illness, Hospital Indemnity and Accident Insurance
  • Employee Discounts and Perks Program
  • Employee Wellness Subsidy
  • Tuition Assistance Program (Selected Dealerships)
Compensation Range

$100,000 - $150,000/annual salary + bonus

The salary you will receive can fluctuate based on several personalized factors, such as the job's geographical location, your expertise, skills, and professional background. Additionally, the comprehensive compensation package associated with this role might encompass additional components, which will be contingent upon the specific job offer extended to you. If you receive a job offer, you will receive detailed information about your eligibility and participation in these benefits plans.

At Mills Auto Group, we don't just welcome diversity - we celebrate it Mills Auto Group is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

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