Service Manager - Golf Cart Dealership

Job Description:

The Service Manager is the team leader of the Service Department as well as its public face to external customers. The Service Manager is responsible for managing all communication with external customers, from their first call through quoting, approval, repair, and finally billing. The Service Manager is also responsible for managing all internal service work such as sold car builds, used car rebuilds, showroom stock builds, and other service projects.

The Service Manager will ensure a professional and timely resolution of all service issues/requests, both internal and external, within the company’s established response time guidelines as well as specific deadlines from sales representatives, the general manager, and others. The Service Manager will proactively communicate the status and completion ETA of all external and internal service work on a regular basis.

The Service Manager is ultimately responsible for ensuring that their entire Service Department -- including all technicians on their team -- provide excellent customer service at all times; respond and resolve service requests in a timely manner consistent with company guidelines; provide quality workmanship in accordance with company standards; keep accurate records of work performed, troubleshooting steps taken, parts used, and labor time on each job; and achieve the technician productivity and efficiency standards set by the company.

The Service Manager is also responsible for all data entry and recordkeeping of service estimates and work orders. They are ultimately responsible for the productivity and profitability of the entire Service Department.

Responsibilities:

• Responds within company guideline response times to all communications from external customers and internal staff related to service and repair work, including phone calls, emails, and walk-ins. Ensures that all promises made to customers regarding estimated price and completion times are kept, and all customers receive excellent communication and service.
• Proactively updates both external customers and internal staff on a regular basis with the current status and estimated completion time of all open jobs.
• Enters jobs into the ERP as work orders.
• Personally qualifies each service request before assigning to a technician or proceeding with work (for both in-shop and road work). Discusses the customer’s complaint or symptoms, asks follow up questions to attempt to determine the most likely cause(s) of the issue. Researches whether the repair will be covered by warranty or may be covered.
• Uses best judgment and knowledge of golf cart troubleshooting to decide which jobs are best done in the field by the road tech, which jobs are best brought into the store to be done by the shop techs, and which jobs should be altogether declined.
• Accurately prepares service estimates and work orders. Discusses pricing and options with customers and internal staff. Proactively follows up with customers on all open quotes to drive service revenue.
• Accurately estimates service labor hours required for each job, and holds all technicians accountable to company’s standard labor times and quoted labor times.
• Manages workflow and prioritizes jobs for the shop technicians based on customer priority level, technician availability and individual technician skill level.
• Manages road technicians’ routing calendar and prioritizes jobs for the road technicians based on customer priority level, technician availability and individual technician skill level. Ensures that the department meets all commitments, promised dates, and deadlines for field service work.
• Communicates with external customers on behalf of all road technicians. This includes setting appointments, discussing prices and payment terms prior to the technician’s visit, updating customers when an appointment needs to be changed or cancelled, and following up after the work to ensure the customer is happy and the invoice has been paid.
• Ensures field service technicians are providing superior customer service to their customers by effective and frequent communication; accurate and efficient repair work; and accurate logging of work performed, labor time, and parts used.
• Interviews, selects, onboards, and trains new technicians. Performs new hire and annual performance reviews for all technicians.
• Trains and mentors all technicians in company procedures and policies, performance standards, communication standards, documentation of work, quality of work, and company’s productivity/efficiency standards for technicians.
• Follows established company processes and procedures regarding customer payments, credit terms, and billing policies. Also follows established company process for intake and storage of customer-owned cars that are brought to store for service work.
• Manages labor contracts and scheduled long-term maintenance contracts for large commercial accounts.
• Monitors the efficiency and productivity of all shop service technicians and field service technicians. Designs and carries out performance improvement strategies when needed, and holds technicians accountable to results.
• Inspects all sold cars after build is completed to ensure quality of work and accuracy of build compared to sales proposal.
• Safeguards company assets such as mobile service trucks, specialized tools, and equipment.
• Ensures that all technicians correctly record and catalog all required information on parts replaced under warranty, and ensure compliance with all manufacturer warranty parts hold & return policies.
• Collaborates with Parts Manager and other staff for purchasing of required repair parts, and well as supplies, tools, and equipment for the shop.
• Manages expenses for the Service Department including technicians’ overtime, shop supplies, and equipment.
• Effectively grows revenue and profitability of the Service Department through building an effective and efficient team of technicians, monitoring and improving each technicians’ individual efficiency and productivity, and managing department expenses.
• Participates in all required manufacturer trainings and seminars, both online and in-person.
• Occasionally visits large commercial customers’ sites to conduct basic operation/safety/maintenance training when new fleets are delivered.
• All other duties as assigned by General Manager and senior management.

Requirements:

• Excellent technical understanding and troubleshooting ability on multiple types of engines and systems (diesel, gas, DC electrical, AC electrical, lead acid, lithium ion)
• Excellent communication skills, both written and verbal
• Excellent self-organization skills, multi-tasking ability, ability to thrive in a very fast-paced environment
• Excellent time management skills
• Excellent customer service skills, professionalism, conflict resolution, problem-solving skills, and judgment
• Excellent attention to detail
• Excellent computer skills including Microsoft Outlook and Excel
• Good typing skills (30-40 wpm minimum recommended)
• Ability to effectively prioritize and re-prioritize projects routinely
• Ability to effectively lead and manage a team, and produce positive results through recruiting, training, performance measurement and creating a culture of individual accountability
• Ability to perform basic mathematical calculations without assistance
• Ability to read and understand equipment maintenance/service manuals
• Ability to read equipment schematics and identify parts
• Ability to understand proper use of manufacturer’s specialized diagnostic equipment and software
• Ability to clearly communicate complex service issues to customers and staff with no technical background

Required Education and Experience:

• High school diploma or equivalent certificate
• Minimum 2 years’ work experience as a service advisor or service manager in an equipment dealer/distributor environment (powersports, outdoor power equipment, heavy equipment, golf carts, turf equipment). Experience supervising/managing a team of technicians.
• Minimum 2 years’ work experience work experience as a service technician, preferably on golf carts or similar equipment

Compensation:

• Annual compensation between $65,000-$80,000 per year. Total compensation includes base salary (dependent on relevant industry and management experience) plus performance-based incentives/bonuses.
• Relocation assistance is available for highly qualified candidates
• Florida Blue medical insurance plans with company contribution
• Additional insurance options include: vision, dental, Aflac-style hospitalization / critical illness / disability insurance, life insurance, Flex Spending Account, Dependent Care Savings Account, and more.
• Spouse and dependents can be added to most benefit plans, and most plans are pre-tax.
• 401k retirement savings plan
• Paid vacation time
• Paid sick time
• Paid holidays (7 days per year)
• Anniversary annual bonus

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

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

Work Days:

• Monday to Friday

Work Location: In person

Salary : $65,000 - $80,000