Service Manager

Responsibilities:

The service manager is primarily responsible for customer loyalty and employee satisfaction while achieving benchmark customer satisfaction goals and continually increasing growth and profitability. The four cornerstones of this responsibility are:

• Recruiting, retaining and training high producing Advisors and Technicians.
• Creating and maintaining extraordinary customer satisfaction throughout the experience
• Establishing and adhering to the production process and sales process to achieve over benchmark profitability. Gaining a 25% Net to Gross benchmark.
• Technician efficiency as a whole at a minimum of 90%, Hours per RO 3.1 or above, and ELR at $168.

Customer relations, teamwork, personnel, management of staff, training, monitoring, dispatching, booking and warranty administration, technical information and tools, and overall facility management are the key roles and duties to be managed by the service manager. More specific duties in these roles include but are not limited to the following:

• Achieve dealership CSI goals by providing all customers and employees with a positive service experience to achieve
• Handle customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate problems
• Work directly with Advisors, Parts and the BDC to maximize scheduling, meet realistic promise time and obtain the needed parts to create a positive experience for the customer
• Cooperate with all other dealership managers respectfully and professionally and, when necessary to resolve conflicts, request the involvement of the next higher dealership authority
• Daily review of tech production numbers through Time Control Report including dispersal of daily reports and objectives so technicians know where they stand on a day-to-day basis.
• Dispatching or review the dispatching of all repair orders to proper techs to maximize workflow
• Use written quality control procedures, monitor the quality of work, and take corrective action where standards are not met by both manufacturer and company (PRO system, EWS, Techline, etc…)
• Set individual advisor sales goals and metrics, monitoring employees daily, weekly and monthly with daily updates and month end review
• Set total shop performance objectives in flat rate hours, sales and gross profit in conjunction with FOD and communicate them to all productive associates
• Facilitate short but documented monthly reviews of technicians and advisors regarding their past month performance and objectives obtained within the first three business days of month.
• Properly document employee behavior that may result in punitive actions, such as termination.
• Ensure the dealership is compliant with manufacturer training needs
• Continually train advisor staff for better communication with customers, selling skills, and over-all process education through scheduled and mandatory weekly advisor training sessions
• Communication with Advisors on status of upsells, estimated completion dates and customer pick ups
• Ensure work is dispatched utilizing dealership priority system and best judgment calls, making sure the right job goes to the right tech at the right time
• Oversee correct coding and booking of all warranty repair orders in accordance to the manufacturer’s warranty policies and procedures an ensure the staff understands warranty policies and procedures
• Work in conjunction with the Warranty Administrator to overcome obstacles and ensure all policies are being followed for a maximum warranty submission acceptance rate
• Continually monitor employee performance to ensure that every employee exhibits pride of appearance and pride of workmanship
• Maintaining a clean and organized unit storage area, and the rear of the shop should be clean of any trash. The Sheds that house the units need to be organized and easily accessible. The rear of the shop needs to be clean and organized.
• Ensure that all the shop equipment is in proper working condition and schedule preventive maintenance of shop equipment including compressors, courtesy shuttle and alignment/tire machines
• Perform other specific assignments as directed by dealership management

Including other details to be reviewed by management.

Rewards:

• Medical, Dental, and Vision Plans
• Paid Holidays
• Starting accruing Paid Time off (PTO) from day 1!
• Short and Long-Term Disability.
• Employer-paid Life Insurance
• Industry-leading 401(k) Retirement Plan with employer matching
• Vehicle, Service, and Part Discounts

Qualifications:

Automotive or Motorcycle detail experience is a bonus. Having a motorcycle license would be preferred, but you must possess a valid driver's license alongside an insurable driving record. Candidates must possess the ability to carry up to 50 lbs at a single time and be on their feet for long hours.