Service Department Manager
2 weeks ago
The Service Manager plays a vital role in the success of our dealership by leading the Service Department to achieve exceptional customer satisfaction, productivity, and profitability. This position requires a strong leader who can manage a team of technicians and service staff to deliver high-quality service repairs, minimize comebacks, and ensure compliance with vendor policies and procedures.
Key Responsibilities:
- Ensure Service Department growth and profitability through effective management and strategic planning.
- Understand and ensure compliance with all International and vendor policies and warranty procedures.
- Review and sign off on all Service Department outside purchases charged to the Service Department or a customer repair order.
- Review warranty performance statements on ISIS monthly and warranty charge backs with Warranty Administrator weekly.
- Review open repair orders over 30 days to ensure closure and payment.
- Review C.O.D. repair orders to ensure the vehicle and keys are on premises.
- Attend International's Parts and Service Managers annual meeting.
- Maintain high-quality service repairs to minimize comebacks.
- Ensure that all work is fairly and equally assigned.
- Investigate the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship, and cleanliness.
- Keep abreast of all warranty policies and product changes to maintain effectiveness in this role.
- Provide current manufacturers' vendor training courses for technicians and service staff.
- Review random completed repair orders, noting technician comments, technician sign off, repair completion, and road test completion.
- Understand and keep abreast of all federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA, EPA, etc.
- Maintain a safe and clean work environment in all service areas.
- Ensure that current and required tools are purchased as necessary.
- Hold monthly staff and technician meetings.
- Explain completed work and charges to the customer if required.
- Interview potential Service Department employees.
- Ensure the service staff members are performing their duties as outlined in the appropriate job descriptions.
- Seek out and secure new service business.
Qualifications:
A candidate must possess the following qualifications to gain consideration for this position:
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and tasks.
- Knowledge of International and vendor policies and procedures.
- Ability to analyze data and make informed decisions.
- Strong problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment.
- Knowledge of safety procedures and protocols.
- Ability to maintain confidentiality and handle sensitive information.
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