Automotive Service Director

4 weeks ago

Los Angeles, California, United States US Auto Trust LLC Full time
Service Manager Job Description

US Auto Trust LLC is a leading automotive group in California, proud to represent legendary brands such as Aston Martin, Land Rover, Jaguar, Hyundai, Genesis, and Cadillac. We strive to deliver exceptional customer service to our valued customers.

Job Summary

We are seeking a highly motivated and experienced Service Manager to lead our Genesis Pasadena location. The ideal candidate will have a proven track record of achieving brand-leading customer satisfaction scores and a strong background in automotive service management.

Key Responsibilities
  • Develop and implement departmental goals and objectives, ensuring alignment with company targets.
  • Lead, motivate, and train a team of service department staff to achieve exceptional customer satisfaction and operational excellence.
  • Prepare and manage the annual operating budget for the service department, ensuring efficient resource allocation.
  • Maintain accurate reporting systems, adhering to general management and factory requirements.
  • Monitor and control department performance using relevant reports, tracking systems, and customer feedback.
  • Design and execute a marketing plan to promote new and repeat business, driving sales growth and customer loyalty.
  • Ensure compliance with federal, state, and local regulations affecting service operations, such as hazardous waste disposal and OSHA Right-to-Know.
  • Understand and adhere to manufacturer warranty and policy procedures.
  • Account for all documents, ensuring accuracy and timely processing.
  • Conduct weekly department meetings, directing and scheduling employee activities.
  • Provide technical training and send employees to relevant training schools as needed.
  • Monitor technicians' productivity reports and payroll records, ensuring accuracy and compliance.
  • Collaborate with the parts manager to ensure timely availability of parts.
  • Review and approve repair orders before submitting them to the warranty department, monitoring sales and hours relative to expectations.
  • Establish and maintain strong relationships with customers to encourage repeat and referral business.
  • Maintain high-quality service repairs, minimizing comebacks and conducting regular spot checks.
  • Stay up-to-date with new equipment and tools, recommending purchases to enhance department efficiency.
  • Ensure the work areas and customer waiting area are clean and well-maintained.
  • Develop and maintain relationships with vocational and technical schools to enhance personnel recruitment.
  • Serve as a liaison with factory representatives, ensuring effective communication and collaboration.
  • Properly care for, store, and inventory special tools.
  • Ensure customers' service files are up-to-date and readily available for reference.
  • Provide fair estimates to customers, ensuring transparency and satisfaction.
  • Prepare pricing guides and maintenance menus for frequent labor operations.
  • Address customer complaints promptly and according to dealership guidelines.
  • Establish and maintain 24-hour follow-up with customers to confirm satisfaction with the service experience.
  • Maintain a safe work environment and professional appearance.
Requirements
  • Bachelor's degree from a four-year college or university.
  • At least 3 years of automotive service management experience.
  • Experience with dealer management systems.
  • Ability to coach and train a team to exceed goals.
  • Excellent computer skills.
  • Excellent customer service skills.
  • Ability to analyze, problem-solve, and multitask.
  • Self-motivated and enthusiastic presence in a team environment.
  • Strong written and communication skills.
  • Valid driver's license and clean driving record.
What We Offer
  • Competitive compensation, with a commission-based pay structure allowing for controlled income.
  • Comprehensive benefits program, including health care options and 401k savings with company match.
  • Training, resources, and opportunities for career growth and advancement, tailored to individual performance, experience, and interests.
  • A values-driven culture built on integrity, professionalism, excellence, and teamwork.

We are a Drug-Free, Tobacco-Free, Non-Smoking (including e-cigarettes) company and an Equal Opportunity Employer (EOE).

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