Service Operations Manager
6 days ago
We are seeking a highly skilled Service Manager to lead our Service Department in Paducah, KY. As a key member of our team, you will be responsible for directing and managing all aspects of service operations, ensuring exceptional customer satisfaction and driving business growth.
Key Responsibilities:- Develop and implement effective processes and procedures for the Service Department, ensuring seamless execution and continuous improvement.
- Manage daily assignments and dispatching of technicians, maximizing their utilization and productivity.
- Maintain, develop, and cross-train a team of capable technicians to achieve departmental goals and objectives.
- Ensure accuracy and quality of all Service payroll, billing, expenses, paperwork, and reports.
- Develop departmental budgets, KPIs, and goals with Regional Service Manager, providing input for annual billing rates.
- Coordinate with other managers to improve cross-departmental interaction between Service and other departments and branch operations.
- Ensure Service Vehicle Fleet is maintained and prepared for dispatch at all times, maintaining files on all service vehicles.
- Develop and maintain relationships and communications with Service Customers, keeping them informed of progress and any developments.
- Customize service solutions to meet customer needs, developing strong working relationships with major engine and product vendors.
- Develop and execute processes to ensure accurate and effective warranty programs for all vendors, coordinating with Accounting Department for timely payment of warranty claims.
- Coordinate with vendors on repetitive or ongoing service challenges, executing product improvement and warranty campaigns.
- Communicate Service Bulletins or Product Improvement Programs with dealers, keeping them informed of product or process changes.
- Bachelor's degree in a relevant field preferred.
- 5+ years of customer service and management experience required.
- Mechanical background preferred.
- Valid driver's license with clean driving record.
- High energy with a positive attitude and strong work ethic.
- Ability to work well individually and as part of a team with diverse personalities.
- Well-developed interpersonal skills.
- Strong customer service mentality.
- Participative management style, working with other team members to achieve the same goal.
- Coaching management mentality, working to improve the team and company through sharing experience and expertise.
- This position is expected to work eight-hour days, Monday - Friday, with additional work on nights and weekends as needed.
- We offer competitive salaries, comprehensive health insurance plans, 401k plans with company match, and generous paid time off and company paid holidays.
We value equal opportunity employment and are committed to hiring individuals regardless of race, color, religion, sex, sexual orientation, national origin, disability, age, veteran status, or any other protected group.
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