Position Summary:

The Service Manager 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 to service customers.

Essential Duties:

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends Managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking, systems, and surveys.

• Strives for harmony and teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands and keeps abreast of and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Understands and ensures compliance with manufacturer’s warranty requirements.
• Accounts for all service documents; ensures that none are missing, and all are processed correctly.
• Holds weekly department meetings.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training.
• Monitors technician’s daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Informs repair technicians of time allowances on each repair order.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Ensures customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.

• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealership guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Communicate directly with service advisors regarding the status of the service work.
•  Comply with company safety policies and procedures.

Additional Responsibilities:

• Maintain professional appearance in accordance with the employee handbook.
• Maintain an organized, safe, and clean shop area.
• Arrive to work on time and work required shift.
• Interact effectively with coworkers.
• Excellent presentation and communication skills.
• Strong problem-solving abilities.

Qualifications:

• Bachelor’s degree from four-year college or university; or two years related experience and/or training; or equivalent combination of education and experience.
• Demonstrated knowledge in automotive service department operations.
• Additional certifications such as ASE Certification may be required.
• A-level qualifications, including Diagnostic, Electrical and Engine Repair.
• Broad knowledge of new vehicle technologies.
• Demonstrate ambitious, hardworking presence in a team environment.
• Basic computer skills.
• Positive, friendly attitude along with a customer service mentality.
• Ability to collaborate effectively and to operate electronic diagnostic equipment.
• Ability to learn new technology, repair, and service procedures and specifications.

Physical Requirements:

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Must be able to climb, stoop, kneel, crouch or crawl.
• Must be able to climb ladders.
• Must be able to lift and carry up to 100 pounds at a time.
• Must be able to work in all weather conditions.
• Must have physical strength, balance, hand-eye coordination, and stamina necessary to complete jobs in various areas.
• Must be able to stand and walk up to eight hours per day.
• Must have good close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must be available to work as needed.

Pre-Employment Screening:

Motor vehicle records, drug screening, and background checks are required.

What We Offer:

• Medical, Dental, and Vision Insurance
• Short-term and long-term disability
• 401K
• Paid time off
• Closed on Sundays

The company reserves the right to review and change responsibilities, job duties, and/or skills at any time, with or without notice. This job description is not intended to maintain a complete list of all responsibilities, duties, and/or skills required for this job. Your employment is “At Will”, which means you may be terminated at any time and for any reason, with or without advance notice. Employees are also free to quit at any time. Therefore, this job description is not a contract of employment. The company is an equal opportunity employer. It is our policy to provide equal employment opportunity (EEO) to all qualified persons regardless of race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information, or any other category protected by federal, state, and local laws.