Service Manager Role

• Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers.

ESSENTIAL DUTIES

• Essential Duties include the following. Other duties may be assigned.
• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Holds weekly department meetings.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Informs repair technicians of time allowances on each repair order.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Ensures the proper care, storage, and inventory of special tools.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Maintains safe work environment.
• Maintains a professional appearance.

SUPERVISORY RESPONSIBILITIES

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include training of staff; directing work and addressing complaints and resolving problems.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Four to ten years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read, analyze, and interpret common technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers or the manufacturer.
• Ability to effectively present information to top management.

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Driver's License

ON JOB TRAINING / CERTIFICATION REQUIREMENTS

• Manufacturer Training and Certification
• Compliance Training through Compli
• Environmental, Health and Safety Compliance through KPA
  • Workplace Hazardous Materials

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to stand and walk for prolonged periods of time; type on a computer; and to talk or hear, both in person and by telephone.
• The employee must occasionally lift and/or move up to 50 pounds.
• Employee is required to have visual acuity to perform activities such as: driving a vehicle, preparing reports; viewing a computer terminal and expansive reading.

WORK ENVIRONMENT

• Employee is subject to outside environmental conditions occasionally; inside conditions frequently, with protection from weather conditions but not necessarily from temperature change.
• The noise level in the work environment is usually loud.
• While performing the duties of this job, the employee is regularly exposed to moving mechanical parts.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.