Service Manager

Service Manager

Fulltime

San Leandro, CA 94577

POSITION PURPOSE

The Service Manager is responsible for the day-to-day operation of the Service Department. The Service Manager creates and monitors processes to organize and maintain the paperwork flow and repair order closing. He is responsible for hiring and maintaining the work force (technicians and support staff) to adequately complete repairs based on customer’s expectations.

The Service Manager is responsible to maintain technician proficiency to the company standards. The Service Manager is integral in creating and maintaining long term relationships with key customers through the use of the factory sponsored SMARTLINQ Service Management platform to enhance the business experience in real-time.

The Service Manager is responsible for long range forecasting and planning to promote long term growth and profitability.

The Service Manager is responsible for long range forecasting and planning to promote long term growth and profitability.

KEY RELATIONSHIPS

• The Service Manager reports directly to the Director of Service.
• The Service Manager will communicate & be accountable to the Parts Manager, Truck Sales Team, Lease & Rental Team, Director of Service and General Manager as his/hers course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs.
• The Service Manager will work closely with other parts counter personnel, coordinating with them the various aspects of warranty claims submission requirements.
• The Service Manager works closely with the Assistant Service Manager, Service Writer, and Warranty Management team when coordinating repair order processing to maximize repair order recovery and minimize delays in completing the repairs and completing the warranty claims process.
• The service manager will build loyalty with the service technicians through positive relationship building with strong emphasis on training and certifications for all dealership products / services.

Main Responsibilities

• Maintain the flow of communication internally and externally through the use of the SMARTLINQ Service Management platform.
• Get repair orders closed within 2 days of repair completion.
• Conduct daily ‘tailgate’ meetings with the assistant service managers, service writers & service technicians to coordinate repairs and address problems.
• Meet with technicians at start of shift to review status of repairs in process and the expectation for the repairs regarding hours invested and completion time estimation.
• Promote excellent customer service as measured by complaints and CSI reports.
• Assure the shop has trained/certified technicians for all OEMs represented.
• Maintain technician proficiency standards as outlined by the company and report results to technicians weekly and at the end of the month.
• Maintain a clean, professional shop environment.
• Actively engage and lead the safety program in his department.
• Assist the warranty manager, when needed to maintain current warranty receivables.
• Work with the credit department to assure customer creditability for repairs performed and to assure COD policies are adhered to.
• Make regular customer visits.
• Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc.

Minimum/Preferred Requirements

• 5 yrs. working at a Heavy-Duty Truck Dealership, including the Service Department, having 3 years of leadership/management experience
• Excellent People Skills - Building relationships with Customers & Employees, with an emphasis on building loyalty with service technicians
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.) & Dealer Business System (DBS)
• Ability to foster a team environment across dealership departments
• Clear communication – written & verbal