Service Manager
3 days ago
Turbo Tim's mission is to provide exceptional service to our customers, ensuring they feel safe on the road and comfortable in our shop. We strive to fulfill this mission daily through compassionate listening, attention to detail, and excellent communication with our customers and team members. We also aim to have fun
The Service Manager is responsible for the overall success of the shop. This role works closely with service advisors to maintain a 5-star customer experience during phone calls, check-in, and the repair process. The Service Manager collaborates with the technician foreman to ensure technicians have the necessary resources to be successful.
Responsibilities:
Collect all customer contact and referral information
Send inspections and estimates to customers, setting an example for service advisors
Manage the appointment schedule daily and weekly to maximize customer satisfaction
Work towards achieving 100% customer satisfaction
Notify the Director of any difficult or unsatisfied customers
Ensure loaner cars are 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 fill out the proper spreadsheets
Monitor daily, monthly, and annual GP numbers to meet targeted goals using the proper spreadsheets
Work with the Parts person to track and ensure proper return and core credits
Collaborate with the Office Manager/Controller to prevent unauthorized charges or expenses
Parking lot management: monitor the front of the building parking and relocate vehicles to maintain an open spot
Follow up on payments from 3rd parties, such as insurance or extended warranties
Make weekly bank deposits
Weekly cash drawer reconciliation
Monitor facilities needs and notify the proper channels for work required
Work with accountants to follow up on any requests
Write and track checks for accountants as needed
Weekly phone audits and note any phone calls that needed work in Google Form and how they were handled
Work with the Director on Weekly RO audits and note any RO that needed work in Google Forms and how they were handled
Monitor snack, lunch, and Redbull budgets to prevent excessive spending
Assist in training new hires and follow the training schedule
Other:
Attend training as directed and required
Attend and participate in networking and company events
Follow all company policies and procedures as outlined in the handbook
Other duties as assigned. Management reserves the right to modify this job description as needed to fit company needs.
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