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Service Operations Manager

2 months ago

Wilmington, North Carolina, United States Nielsen Automotive Group Full time

The Nielsen Automotive Group is seeking a highly skilled Service Manager to lead our service team in North New Jersey.

The Service Manager is responsible for the workflow and profitability of the service department, controlling major overhead costs and influencing customer satisfaction and owner loyalty.

Benefits:

  • Excellent work environment
  • Employee discount plans on purchases and services
  • Competitive wages, commensurate with experience
  • Health, dental and vision insurance
  • Life insurance
  • 401k retirement account
  • Paid vacation and sick leave

Key Responsibilities:

  • Maintain High-Quality Standards: Advise technicians of dealership CSI on a regular basis and maintain daily required housekeeping in the service department to promote morale and quality standards.
  • Develop and Implement Training Programs: Devise and implement a schedule of training for technical, productive, non-productive, and non-technical personnel.
  • Improve Performance and Quality: Obtain craftsman league scores at or above zone average, counsel regularly with employees, especially those whose performance is below standards, and develop systems of quality check of performance and tagging of special jobs.
  • Resolve Customer Complaints: Resolve 100% of customer complaints within 48 hours and keep the dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily.
  • Lead and Develop a Quality Service Organization: Recruit, build, train, and maintain a quality service organization, develop systems for quality checking each job, and recruit and hire the highest quality technicians and service personnel.
  • Manage Technical Resources: Devise, maintain, and update systems for use of technical resource data in accordance with dealership policy.
  • Develop Customer-Focused Standards: Develop standards of customer treatment and enforce their use, devise special processes for handling comebacks, and establish and maintain an organized and up-to-date customer follow and record system.
  • Operate Automated Systems: Be familiar with and able to operate an automated control system.
  • Meet Sales and Profit Targets: Complete campaigns in timely fashion, at or above zone average, and forecast sales, gross profit, and expenses.
  • Maximize Customer Satisfaction: Develop systems to insure accurate handling of warranty and customer pay labor and communicate effectively with all customers in a manner that reflects positively on oneself, the dealership, and the product.