Service Director

MENTOR - TRAIN - INSPIRE - LEAD - MOTIVATE

We are seeking an experienced leader to oversee our service department. The ideal candidate will possess strong leadership skills and a passion for customer service, ensuring that our clients have a top-notch experience at every visit.

This role involves managing a team of technicians, advisors and support staff as well as maintaining high standards of service quality and driving sales through effective upselling strategies. This position will also be expected to work closely with the Parts department to ensure seamless and efficient interdepartmental interactions and processes.

Duties Overview

• Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records.
• Ensures the daily inventory of technicians’ time is consistently sold.
• Forecasts goals and objectives for the department and tracks progress towards those goals.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Implements effective upselling techniques to promote additional services and products to customers.
• Holds weekly department meetings.
• Hires, trains, motivates, counsels and monitors the performance of all service department staff.
• Works alongside service department employees during high volume times. 
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Resolves customer complaints immediately and according to the dealership's guidelines.
• Maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Reviews every RO each day.
• Reviews loaner fleet status and usage. 
• Serves as liaison with factory representatives.
• Works closely with the Parts Manager as one team.
• Collaborates with the sales team to support initiatives and enhance customer satisfaction.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.

Qualifications Overview

• Proven experience in a managerial role, preferably within an automotive service environment.
• Strong background in customer service, with excellent communication skills.
• Proficiency in vehicle maintenance practices, including knowledge of automotive repair processes.
• Familiarity with automotive diagnostics tools and techniques.
• Ability to work collaboratively with a diverse team while fostering a positive work environment.
• Strong organizational skills with attention to detail in managing multiple tasks simultaneously.

Why Baldwin

• We just finished a facility renovation project complete with a beautiful new air-conditioned shop
• Baldwin Motors has been family owned in Covington since 1950
• At Baldwin, we believe family should always come first and that is reflected in our policies
• We give a percentage of our sales back to the community
• Subaru is a popular and growing brand

Benefits Overview

• Competitive IRA matching
• 9 annual holidays plus vacation time
• Company contribution towards health insurance premiums
• Dental, vision, and ancillary insurance options
• Closed on Sundays

Join our team as a Service Director where you can make an impact on your team and your community

Relocation assistance may be considered.