Service Director

1 week ago

New Middletown, Ohio, United States Turbo Tim's Anything Automotive Full time
Job Overview

Turbo Tim's Anything Automotive is committed to delivering exceptional service to our customers. We strive to create a safe and comfortable experience for our customers, both on the road and in our shop.

The Service Manager plays a critical role in achieving this mission. This individual will work closely with the service advisors to maintain a 5-star customer experience during phone calls, check-in, and the repair process.

Key Responsibilities:

  • Collect and manage customer contact and referral information
  • Send inspections and estimates to customers, with a focus on selling work to set an example for service advisors
  • Manage the daily and weekly appointment schedule to maximize customer satisfaction
  • Work towards achieving 100% customer satisfaction
  • Notify management of difficult or unsatisfied customers
  • Ensure loaner cars are properly maintained
  • Handle comeback or misdiagnosed situations as needed
  • Follow warranty procedures using the proper spreadsheets
  • Coordinate customer shuttling to and from the shop
  • Set weekly, monthly, and annual goals with service writers and track progress using the proper spreadsheets
  • Monitor daily, monthly, and annual GP numbers to meet targeted goals using the proper spreadsheets
  • Work with the Parts person to ensure proper return and core credits
  • Collaborate with the Office Manager/Controller to prevent unauthorized charges or expenses
  • Manage parking lot operations, ensuring an open spot for customers at all times
  • Follow up on payments from third-party sources, such as insurance or extended warranties
  • Make weekly bank deposits and reconcile the cash drawer
  • Monitor facilities needs and notify the proper channels for maintenance
  • Work with accountants to follow up on requests and track checks
  • Conduct weekly phone audits and document issues in Google Forms
  • Participate in weekly RO audits and document issues in Google Forms
  • Monitor snack, lunch, and Redbull budgets to prevent excessive spending
  • Assist in training new hires and follow the training schedule

Additional Responsibilities:

  • Attend training sessions as directed and required
  • Participate in networking and company events
  • Follow all company policies and procedures outlined in the handbook

Other duties may be assigned as needed to support the company's goals and objectives.

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