Overview
The Service Manager manages the activities of all service-related staff ensuring exceptional customer service and the
attainment of MHD performance targets. This individual is responsible for the hiring, training, and development of all service
personnel. The Service Manager serves as the liaison between the store and Operations, ensuring
compliance to all company policies and procedures.
The Service Manager reports to the General Manager for day-to-day issues
ESSENTIAL FUNCTIONS AND DUTIES
Service Staff Recruiting, Training and Development
· Staff department in-order to optimize customer opportunities and productivity.
· Train Service Advisors daily using role-play, evaluation checklists and quizzes to ensure they are well versed in the service process.
· Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs.
· Develop staff by setting and communicating performance/production expectations, monitoring performance,
· Identifying development needs, coaching, and mentoring.
Customer Engagement
· Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner.
· Inspect repair orders daily for legibility, accuracy and legality.
· Ensure that all manufacturer policies and procedures are followed.
· Manage the administration, tracking and follow-up required to stay current on warranty, receivables, and service contracts.
· Read, understand and take action to generate maximum revenue and control expenses.
· Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and
· federal OSHA laws to ensure a professional, safe environment for customers and employees.
Administrative Functions
· Hold daily and monthly staff meetings as required covering key information.
· Serve as liaison between the store and Support Services Fixed Operations. Receive, communicate, and hold staff
accountable to policy and procedure requirements and updates.
· Complete service department reporting and month-end procedures on time.
· Other administrative duties as required
PERFORMANCE MEASUREMENTS PERFORMANCE EXPECTATIONS
· Flat Rate Hour Production
· Customer Satisfaction Index
· Service Net Profit Retention
· Customer Pay Labor
· Service Audit Ranking A
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
· The following knowledge, skills and abilities are needed to be successful in this position:
· Teaching – skilled at teaching others how and why to perform their job.
· Presentation skills – ability to present information in a clear and professional manner.
· Time Management – manage one’s own time and time of others
· Typing – ability to type efficiently
· Mathematics – using mathematics to solve problems.
· Accounting – knowledge of basic accounting principles
PHYSICAL DEMANDS AND WORKING CONDITIONS
· Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time,
· reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or
· hearing over 2/3 of time, move, transport or place 1/3 of time up to 50 pounds.
· Working Conditions: Loud noise and exposure to outdoor weather conditions.
