Service Manager

RATE OF PAY WILL COMMENSURATE WITH EXPERIENCE

Summary: Efficiently manages and directs all aspects of the Service Department operations in a positive manner which ensures customer satisfaction and maximizes revenue for the dealership. Coordinates activities and cooperates with other departments of the dealership to best serve the needs of the customer.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Hires and trains technicians.

Schedules all service work and assigns the work to the technicians.

Schedules additional training for technicians.

Oversees the work performed to ensure customer satisfaction.

Advises customers of repairs and the estimated cost of their repairs.

Works with customers to resolve complaints.

Maintains a safe, clean and orderly shop at all times.

Maintains the Service Library and keeps special tools up-to-date at all times.

Works with sales staff on prompt and cost-effective reconditioning of used equipment.

Assists with prompt delivery and set up of newly sold equipment.

Assists technicians when needed.

Controls expenses while maintaining productive services for customers and dealership.

Conducts monthly Service Department meetings.

Monitors and controls unbillable time such as breaks, sick leave, vacation and personal leave.

Implements incentive programs to motivate employees to succeed and strive for continuous improvement in their job.

Makes recommendations regarding the purchase of service vehicles.

Maintains company vehicle fleet by making sure that all vehicles are licensed and have a current inspection sticker.

Works closely with the Parts Department to make sure that required parts will be available when needed.

Conducts performance reviews for employees in the Service Department.

Has knowledge of U.S. Department of Transportation, Texas Department of Transportation, Occupational and Safety Health Administration, Environmental Protection Agency, Equal Employment Opportunity Commission and American with Disabilities Act regulations.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

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/Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school; one year related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Math Ability:

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Outlook, Excel and Keystone/Quantum Industry Software.

Certificates and Licenses:

Must have forklift certification.

Supervisory Responsibilities:

Directly supervises 2 to 15 employees in the Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals and outdoor weather conditions. The employee is frequently exposed to work in high, precarious places. The employee is occasionally exposed to risk of electrical shock and vibration.

The noise level in the work environment is usually loud.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must regularly lift and /or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Days:

• Weekends as needed

Experience:

• Customer Service: 3 years (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $50,000 - $70,000