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 efficiency and profitability of the service department. This role is crucial in managing overhead costs and enhancing customer satisfaction and loyalty.

Key Responsibilities:

  • Ensure the highest standards of workmanship; regularly inform technicians of dealership customer satisfaction index.
  • Maintain a clean and organized service area to foster morale and uphold quality standards; implement training schedules for both technical and non-technical staff.
  • Achieve craftsman league scores that meet or exceed the zone average; provide ongoing feedback to employees, particularly those needing improvement.
  • Establish quality control systems for performance evaluation and tagging of specialized tasks.
  • Resolve all customer complaints within a 48-hour timeframe.
  • Collaborate with the owner relations manager on complaints as necessary, aiming for zero unresolved issues reaching the dealer.
  • Keep the dealer informed of significant complaints, potential legal matters, and unresolved cases; maintain awareness of applicable consumer protection laws.
  • Work with the Better Business Bureau to effectively address complaints.
  • 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; conduct annual performance reviews for all personnel.
  • Establish customer follow-up systems to ensure satisfaction; maintain a repair order system that adheres to the principles of complaint, cause, and correction.
  • Set and enforce standards for customer service; create specialized processes for handling repeat issues.
  • Organize and maintain an up-to-date customer follow-up and record-keeping system.
  • Be proficient in operating an automated control system.
  • File all completed repair orders promptly.
  • Respond swiftly to requests for assistance from the cashier to address customer inquiries.
  • Complete service campaigns in a timely manner, meeting or exceeding zone averages.

Additional Duties:

  • Maintain accurate records and ensure compliance with warranty parts retention policies.
  • Foster effective inter-departmental relationships.
  • Develop systems for comprehensive review of vehicle preparation checklists.
  • Manage service department responsibilities for vehicle delivery in accordance with established programs.
  • 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 operational expenses.
  • Create an annual service plan aligned with sales and profit forecasts.
  • Maximize labor and parts sales based on genuine customer needs.
  • Achieve labor sales forecasts within a 10% margin.
  • Enhance customer satisfaction through effective handling of warranty and customer pay labor.
  • Communicate professionally with all customers, reflecting positively on the dealership and its offerings.

Qualifications:

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

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