Service Manager

Overview

Salary Range: $72K - $110K

PURPOSE: The service manager is responsible for the workflow and the profitability of the service department. As such, the manager controls the major overhead costs of the dealership and influences customer satisfaction and owner loyalty.

ESSENTIAL DUTIES:

• Maintain the highest possible standards of workmanship.
• Maintain daily required housekeeping in the service department to promote morale and quality standards; devise and implement – schedule of training for technical, productive, non- productive, and non-technical personnel.
• Counsel regularly with employees, especially those whose performance is below standards.
• Develop systems of quality check of performance and tagging of special jobs.
• Resolve 100% of customer complaints within 48 hours.
• Involve the owner in complaints as appropriate but strive toward zero complaints reaching dealer for resolution.
• Keep dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily.
• Recruit, build, train, and maintain a quality service organization.
• Develop systems for quality checking each job.
• Recruit and hire highest quality technicians and service personnel.
• Create and use systems for follow-up of customer pay and warranty labor to insure customer satisfaction; maintain a repair order system that follows the three (3) “C’s” ; complaint, cause, and correction.
• Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
• Establish and maintain an organized and up to date customer follow and record system.
• Be familiar with and able to operate an automated control system.
• File all completed repair orders within 48 hours of completion.
• Complete campaigns in a timely fashion, at or above zone average.
• Maintain accurate records and ensure warranty parts retention as outlined in policy and procedures manual.
  Maintain effective Interdepartmental relationships.
• Develop systems for 100% review of checklists for unit preparation.
• Work with the sales department in generation of new and used sales.
• Work with the parts department as appropriate to ensure proper stocking of high use parts.
• Forecast sales, gross profit, and expenses.
• Prepare and administer an annual operating budget for the service department.
• Develop an annual service plan for use in connection with annual sales and profit forecasts.
• Generate and maximize labor and parts sales based on true customer need.
• Achieve forecast customer labor sales within 10%.
• Maximize customer satisfaction through systems to ensure accurate handling of warranty and customer pay labor.
• Communicate effectively with all customers in a manner that reflects positively on oneself, the dealership, and the product.
• Attend managers’ meetings as requested.
• Understand, keep abreast of, and comply with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Direct and schedule the activities of all department employees.
• Provide technical assistance to employees as needed.
• Conduct meetings with department employees to discuss activities and problems of mutual interest.
• Monitor technicians’ payroll records.
• Perform other specific assignments as directed by dealership management.
• Must be legally and technically able to safely operate Company and customer-owned vehicles.
• Must be insurable by Company insurance carriers.
• Conduct and document ongoing refresher safety training within the service department.
• Ensure that service department employees follow safety policy and practices and that they report all accidents immediately.
• Train backup personnel for every position in the service department. Be firm but fair in all decisions and solve problems by taking positive action.
• Strive to increase the production and earnings of every service employee.
• Ensure that all service department employees arrive and depart at established times and follow company policies.

QUALIFICATIONS:

• Ability to read and comprehend instructions and information.
• High school diploma or the equivalent.
• Two years of experience in a repair facility.
• One year of supervisory experience.
• Excellent communication, supervisory, and managerial skills.
• Ability to operate the department at a profit according to dealership guidelines.