Service Manager

TITLE: SERVICE MANAGER

REPORTS TO: FIXED OPERATIONS DIRECTOR

PURPOSE OF THE POSITION:

The Service Manager is responsible for running an efficient and profitable Service Department. He/she will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records.

RESPONSIBILITIES:

• Seeks to prevent and resolve customer vehicle problems by emphasizing to customers the importance of consistent, regular vehicle maintenance.
• Takes a proactive interest in the training and development of the Service Department team.
• Always monitors work flow in the retail facility and minimizes disruptions by developing the backup abilities of the team to compensate for illnesses, vacations and turnover.
• Administers warranty claims, including reviewing warranty policy adjustments, understanding and applying warranty guidelines, ensuring correct processing of claims, and communicating warranty information and clarifications to customers.
• Reviews the previous month's sales/profit performance in cooperation with the Fixed Ops. Director and the Parts Manager to determine where improvements can be made.
• Reviews and revises customer service orders, assisting diagnosing vehicle problems, and ensures that parts are either available or on special order by maintaining up-to-date knowledge of products and services within the retail facility.
• Counsel regularly with employees, especially those whose performance is below standard
• Keep General Manager informed of serious complaints, possible legal cases, and cases not closed satisfactorily.

• Be aware of "Lemon Laws''
• Evaluate all personnel at least annually
• Work with the service consultants to implement a work plan to increase the service department's profitability.
• Being responsive to customers and monitoring the performance of Service Consultants and Technicians.
• Considerable interaction with the Parts Department to develop promotions and ensure profitability.
• Research competitors' service and repair price structures when determining the

        retail facility's service and repair prices.

• Establish and maintain good relationships with customers and to exceed their expectations.
• Ability to answer customers' technical questions regarding car problems, warranties, services, and repairs.

• Develop job descriptions and to hire and train the Service Department
• Develop and maintain a good relationship with the manufacturer; Knowledge of automotive systems in general.
• Ability to review and revise customer service orders and inspect the quality of technicians' Knowledge of new models and product improvements, based on technical service bulletins, etc. Knowledge of warranty guidelines and ability to relate them to warranty service orders.
• Develop and follow action plans to ensure Service Department profitability
• Coach and train service team members
• Keep abreast and monitor service consultants C.I. on a daily basis.
• Create systems for customer follow-up to assure customer satisfaction
• Meet with Service Consultants every morning to review their individual daily work plans.
• Sign off on all PDI (pre-delivery inspection)
• Sign off on all repair orders for repairs to vehicles in our inventory.
• Make all warranty decisions.
• Oversees the responsibility of handling the waste stream hazardous or non­ hazardous according to local, state and federal laws.
• Work with US Compliance to ensure "Right to Know" training is maintained.
• Work with US Compliance to keep the dealership updated on OSHA requirements as well as environmental issues, also including painter's
• Report to Tire Waste Law Enforcement on a monthly basis
• Implement and monitor factory standards and policies to strive for I00% of Standards for Excellence. (see SFE requirements)
• Will serve as the Chairman of the Safety Committee and conduct quarterly meetings.

QUALIFICATIONS:

• Ability to read and comprehend instructions and information
• Dealership computer skills, i.e.: Reynolds & Reynolds, Microsoft Word, Excel and Outlook Express.
• Supervisory experience required
• Five years combined Parts, Service and Body Shop experience
• Valid in-state driver license
• Professional personal appearance
• Excellent communication skills

BENEFITS:

• Medical, Dental and Vision for Full Time employees working 30 hours or more
• 401K after 1 year of employment
• Longevity Fund/Bonus
• 1 week of vacation after 1 year of employment and 2 weeks after 2 years
• Five paid holidays (New Years Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day)
• GM training for all
• Closed Sundays

WORKING CONDITIONS:

The Service Manager will work at a desk which is enclosed in the Service Department. He/she will be exposed to noise, vibration, paint, dust, exhaust fumes, and other hazardous and non-hazardous materials, he/she will move about the service area to work with the service consultants. He/she will crawl under cars and get in and out of cars to inspect work completed. He/she will be required to use company computers as pertains to the job.

DISCLAIMER:

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. This job description may change due to business conditions. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason as does the dealership have this right