Import Automotive Service Manager

2 weeks ago

Milwaukee, WI, United States Rosen Automotive Group Full time
Import Automotive Service Manager

General Objective:
The Service Manager is responsible for overseeing the service department to ensure an exceptional customer experience, achieve sales and profit objectives, control departmental costs, and maintain strong employee relations. Success in this role is achieved through effective leadership, skillful scheduling, quality control, warranty support, and collaboration across departments to meet or exceed customer satisfaction goals.

Measures of Success:
  • Proven customer satisfaction and service quality scores
  • Department profitability and efficiency
  • Employee retention and skill development
  • Cross-departmental collaboration and referrals
  • Levels of customer loyalty and repeat business
  • Completion of scheduled maintenance milestones
  • Effective use of service management software and performance reports
Key Responsibilities:
  • Oversee workflow, quality, and performance of all service department staff.
  • Manage express and quick service operations in line with manufacturer and company guidelines.
  • Recruit, hire, and train technicians, service advisors, and support staff.
  • Schedule departmental hours and manage staffing needs.
  • Serve as the primary point of contact for customer relations, including issue resolution.
  • Collaborate with the Parts Manager to ensure adequate inventory levels to support service operations.
  • Partner with marketing and sales teams to promote service offerings and generate new business.
  • Continuously evaluate and improve departmental processes to enhance efficiency and customer satisfaction.
  • Ensure compliance with OSHA, EPA, and manufacturer or industry certification requirements.
  • Protect and maintain departmental tools, equipment, and inventory.
  • Develop and mentor team members for professional growth and advancement.
  • Support dealership-wide initiatives and contribute to overall business objectives.
  • Manage warranty claims and receivables in a timely and accurate manner.
Skills and Physical Demands:
  • Prior experience as a Service Advisor, Technician, or in a related management role.
  • Strong communication skills (verbal and written) with employees, customers, and other managers.
  • Ability to lead, motivate, and build a cohesive team.
  • Proficiency with dealership management systems.
  • Commitment to continuous learning and improvement.
Required Experience:
  • High school diploma or equivalent.
  • 3-5 years of experience as an Automotive Service Manager.
  • Must have a valid driver's license.

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