Service Manager

Job Overview

Summary/Objective
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 availability of technician's time is consistently sold to service customers.

Essential Functions

• 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
• Monitors and controls the performance of the department using reports, tracking systems, and surveys
• Develops and implements a marketing plan which promotes new and repeat business
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know
• Understands and ensures compliance with manufacturer warranty and policy procedures
• Accounts for all documents; ensures none are missing and all are processed correctly
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed
• Monitors technicians' 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, monitoring for sales and hours relative to expectations
• Establishes and maintains good working relationships with customers to encourage repeat 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
• Directs and schedules the work of the employees in the service department
• Keeps abreast of new equipment and tools available and recommends purchases
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities
• Serves as liaison with factory representatives
• Ensures the proper care, storage, and inventory of special tools
• Ensures customers' service files are up-to-date and readily available for reference
• Ensures all customers are greeted and given fair estimates on costs and time required for repairs
• Prepares pricing guides and maintenance menus for frequent labor operations
• Handles customer complaints immediately and per dealership's guidelines
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service
• Establishes and maintains good working relationships with other departments
• Understands, keeps abreast of, and complies with federal, state, and local regulations that impact the company's business
• Facilitates and/or conducts training on proper techniques, policies, regulations, and best practices and recommends employees to appropriate training as needed
• Understands and follows work rules and procedures
• Follows all attendance and punctuality standards with adherences to timekeeping standards including recording time of arrival, departure and all breaks for self and subordinates
• Follows lawful directions from supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Attends company meetings as required
• Maintains a professional appearance and a neat work area for self and subordinates in accordance with company policy
• Other duties as assigned

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement
The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Requirements

Competencies

• Ability to effectively hire personnel required to meet departmental and organizational goals
• Ability to manage, discipline, and terminate personnel as required to meet departmental and organizational goals
• Ability to effectively lead a team to achieve departmental and organizational goals
• Strong organization skills and ability to multi-task
• Proficient with Microsoft applications
• Time management skills and ability to prioritize
• Excellent communication skills and works well in a team environment
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to calculate figures and amounts such as discounts, interest, and commissions
• Exceptional attention to detail
• Ability to understand and follow work rules and procedures
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to apply common sense understanding to carry out detailed, but uninvolved written or oral instructions
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Exceptional attention to detail
• Works well in a team environment
• Able to work with a diverse group of people and be a positive influence on departmental morale

Supervisory Responsibility
Yes

Work Environment/ Physical Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds
This position requires sitting for prolonged periods of time and may involve standing and walking
This position requires the ability to push, pull, stoop, kneel, reach, grasp
This position involves repetitive motion
This position requires the ability to communicate verbally and nonverbally

Position Type/Expected Hours of Work
Standard Business Hours with ability to work nights, weekends and holidays as required

Required Education and Experience
High school diploma or equivalent. Two to three years' service experience or equivalent combination of education and experience.

Preferred Education and Experience
Previous Technician experience
Bachelor's degree ( from four-year college or university
Three to six years related experience and/or training; or equivalent combination of education and experience

Additional Eligibility Qualifications (Certification/Licenses/Registrations)
ASE Certification