Job Description – Service Manager

The Service Manager is responsible for overseeing the location’s service department's operations, ensuring customer satisfaction, and maintaining high standards of service quality. This role involves managing a team of service technicians, coordinating with other departments, and optimizing service processes to achieve business goals.

Reporting Relationships:

• Branch Manager

Responsibilities:

• Service Operations Management:
  1. Oversee daily operations of the service department, ensuring efficient workflow and timely completion of service jobs.
  2. Develop and implement service procedures, policies, and standards.
  3. Lead the production re-work or defect issues.
  4. Oversee the resolution of customer warranties.
• Team Leadership:
  1. Lead, train, and motivate a team of service technicians and support staff.
  2. Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.
  3. Conduct regular performance reviews, provide feedback, and develop staff through ongoing training and development programs.
• Customer Service:
  1. Ensure high levels of customer satisfaction by maintaining strong relationships with customers and addressing their service needs and concerns.
  2. Handle customer complaints and resolve service-related issues promptly and effectively.
• Scheduling and Coordination:
  1. Coordinate with the production and sales departments to schedule service jobs and ensure resources are available.
  2. Prioritize and assign service tasks to service technicians based on skill level and availability.
• Quality Control:
  1. Ensure all service work meets company quality standards and customer specifications.
  2. Implement and monitor quality assurance protocols and procedures.
• Inventory and Parts Management:
  1. Manage the inventory of service parts and supplies, including materials on field service trucks, ensuring availability and proper storage.
  2. Coordinate with the purchasing department to order parts and materials as needed.
• Budget Management:
  1. Prepare and manage the location’s service department budget, monitoring expenses and ensuring cost-effective operations.
  2. Analyze service costs and implement cost-saving measures where possible.
• Health and Safety:
  1. Ensure compliance with all health and safety regulations and promote a culture of safety within the service team.
  2. Conduct regular safety audits and training sessions.
• Reporting and Documentation:
  1. Maintain accurate records of all service activities, including work orders, parts usage, and customer interactions.
  2. Prepare and present regular reports on service department performance, including key metrics such as job completion times, customer satisfaction, and financial performance.
  3. Maintain customer profile information in the Customer Relationship Management tool.
• Performs other related tasks as may be assigned.

Qualifications:

• Education and Experience:
  1. Bachelor’s degree in Automotive Technology, Business Administration, or a related field preferred. Equivalent experience in industry may be considered in lieu of a degree.
  2. Minimum of 5 years of experience in a service management role, preferably in the automotive or truck upfitting industry.
• Skills and Competencies:
  1. Strong leadership and team management skills.
  2. Excellent organizational and planning abilities.
  3. Proficiency in service management software and Microsoft Office Suite.
  4. Strong problem-solving and decision-making skills.
  5. Excellent communication and interpersonal skills.
  6. Ability to work under pressure and handle multiple tasks simultaneously.

Working Conditions:

• Environment:
  1. Work is primarily performed in a service facility, with some office work.
  2. Exposure to noise, dust, and moving machinery.
  3. Use of personal protective equipment (PPE) as required.
• Physical Requirements:
  1. Ability to stand and walk for extended periods.
  2. Ability to lift and carry materials and equipment up to 50 pounds.

Direct Reports:

• Field Service Technicians
• In house Service Technicians