Job Title: Service Manager
Reports To: Store Manager
Job Function: The Service Manager is responsible for the safe, efficient and profitable operation of the Service Department. Advises and makes recommendations to the Aftermarket Manager with respect to the best interests of the Service Department. Responsible for customer satisfaction with the Service Department. Negotiates customer complaints to a satisfactory resolution.
Major Responsibilities & Duties:
Secondary Responsibilities :
- Work with the Aftermarket Manager to develop and follow an annual service budget, based on labor hours, to provide realistic, attainable and measurable service profit goals compatible with overall Dealership financial and operational objectives.
- Monitor labor sales on a monthly basis to assure achievement of budgeted sales and profit goals.
- Participate in development with Aftermarket Manager and implement an annual twelve-month Service marketing Plan that includes:
- Continuous service promotions and advertising programs coordinated with Parts and Sales department promotions.
- Recruit, train, appraise and provide directions to service personnel to support service sales growth and customer service requirements in coordination with the Store Manager and the Aftermarket Manager.
- Establish Learning Paths for all service personnel and determine training programs to participate in based on the annual training budget established in collaboration with the Aftermarket Manager/Corporate Service Advisor.
Supervisory Responsibilities: Service Foremen, Technicians, Service and Set-Up Personnel, Service Administrator (Service Clerk), Yard Maintenance and Delivery Personnel.
- Maintain all management reports necessary to audit the performance of department and individual employees, on a monthly basis.
- Review work orders for completeness and accuracy prior to customer billing.
- Develop, maintain and adhere to a priority system for scheduling all service work, both customer and internal.
- Schedule and assign jobs and work areas to employees according to their skills and knowledge. This will be accomplished by use of a scheduling system to eliminate lost time between jobs.
- Ensure that all required manufacturer Warranty and Product Improvement Programs are completed on a timely basis.
- Meet with Store Manager, Sales Manager and Parts Lead monthly to evaluate inter-departmental concerns, plans and performance.
- Periodically visit primary customers to monitor customer relations, needs, problems and satisfaction with Dealership-performed repairs.
- Evaluate on a monthly audit basis, the performance of the Service Department, and employees, through general observations and use of the Service Management System Labor reports.
- Together with the Aftermarket Manager, coordinate Dealership training programs and Service-related customer clinics.
- Ensure that necessary Service Department special tools and service equipment are available and maintained in good order.
- Make recommendations regarding the purchase of Service vehicles, and maintains the fleet in a manner to provide a profitable operation.
- Coordinates with the Aftermarket Manager incorporation of job control standards and shop management practices in newly acquired locations.
The Service Manager is responsible for the safe, efficient and profitable operation of the Service Department. Advises and makes recommendations to the Aftermarket Manger with respect to the best interests of the Service Department. Responsible for customer satisfaction with the Service Department. Negotiates customer complaints to a satisfactory resolution.
Required Certificates, Licenses, Registrations:
A current driver’s license is required and must be maintained for this position.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel: reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and/or move up to 25 pounds and occasionally life and/or move up to 50 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to moving mechanical parts; fumes or airborne particles and vibration. The noise level in the work environment is usually moderate.
Reasonable accommodations may be made to enable individuals with disability to perform the essential functions of this position.