Service Manager

POSITION PURPOSE:

The Service Department is an integral and vital part of the dealership, and the manner in which it builds open, honest, trusting relationships with customers and other departments is essential to the dealership’s success. The Service Manager takes the lead role in managing an efficient and profitable Service Department through productive staffing, customer retention, technician training and quality workmanship while improving productivity and reducing costs in order to meet objectives. This position is crucial to achieve the highest customer satisfaction by performing duties in accordance with current vendor practices and RWC Group company policies and procedures.

Responsibilities:

• Ensuring Service Department growth and profitability
• Seeking out and securing new service business
• Understanding and ensuring compliance with all International, Isuzu and other vendor policies and warranty procedures
• Reviewing and signing off on all Service Department outside purchases charged to the Service Department or a customer repair order
• Reviewing warranty performance statements monthly
• Reviewing warranty charge backs with Warranty Administrator weekly
• Reviewing the over 60 days warranty debits weekly to ensure payment
• Reviewing C.O.D. repair orders to ensure the vehicle and keys are on the premises
• Attending out-of-state OEM and RWC Group Service Manager meetings
• Maintaining high quality service repairs to minimize comebacks
• Ensuring that all work is fairly and equally assigned
• Investigating the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness
• Keeping abreast of all warranty policies and product changes to maintain effectiveness in this role
• Organizing and facilitating OEM and vendor training courses for technicians and service staff.
• Reviewing random completed repair orders, noting technician comments, technician sign off, repair completion and road test completion.
• Understanding and keeping abreast of all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA, EPA, etc.

Required Qualifications

• Technical experience in the medium/heavy-duty truck industry.
• Must be customer-sensitive and able to listen, understand and communicate professionally with all customers, both external and internal.
• Promote continuous improvement within the department.
• Maintain a high degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.

RWC Group is an Affirmative Action / Equal Opportunity Employer and supports a Drug-Free Workplace.